Increased student satisfaction

Oct 13, 2025 by leolavanderia.com.br 115 views

The Influence of Service Quality on the Level of Student Satisfaction of the Diploma III Secretariat Study Program

Introduction

In the context of higher education, the quality of services provided to students has a very important role in creating satisfaction. The Diploma III Secretariat Study Program, like many other educational institutions, strives to provide the best possible services to its students. However, the question remains: what is the impact of service quality on student satisfaction? This research aims to investigate the effect of service quality on the level of student satisfaction in the Diploma III Secretariat Study Program.

Service Quality in Education

The quality of services in educational institutions includes various aspects that can affect student learning experiences. The following is an explanation of each dimension of the quality of the service studied:

Physical Evidence (Tangible)

Physical evidence refers to everything that can be seen and felt by students, such as campus facilities, cleanliness of classrooms, and learning aids. Good physical conditions can create comfort and increase student satisfaction. For instance, a well-maintained campus with modern facilities can make students feel proud to be part of the study program. On the other hand, a dirty and outdated campus can lead to dissatisfaction and a negative perception of the institution.

Reliability (Reliability)

Reliability shows the extent to which educational institutions can meet the predetermined service promises. Reliability is the key in creating student trust in the study program. When students feel that the institution is reliable, they are more likely to trust the institution and feel confident in their decision to study there. For example, if a student is promised a certain level of support from the institution, they expect the institution to deliver on that promise.

Empathy (Empathy)

This aspect focuses on the attention of individuals given to students. Sincerity in understanding the needs of students and providing appropriate support can increase their satisfaction. Empathy is essential in creating a positive learning environment, where students feel valued and supported. When students feel that the institution cares about their well-being, they are more likely to feel satisfied with their experience.

Responsiveness (Responsiveness)

The ability of educational institutions to be responsive and fast in responding to student complaints or questions is crucial in creating student satisfaction. Responsive to student needs demonstrate the commitment of the institution to customer satisfaction. For instance, if a student has a complaint about a particular course, the institution should respond promptly and take necessary actions to address the issue.

Guarantee (Assurance)

This guarantee is important to foster student confidence in the institution. When students feel that the institution is committed to delivering a certain level of quality, they are more likely to trust the institution and feel confident in their decision to study there. For example, if a student is promised a certain level of support from the institution, they expect the institution to deliver on that promise.

Research and Analysis Results

The results of this study showed that all dimensions of service quality, namely tangible, reliability, empathy, responsiveness, and assurance, have a positive influence on the level of student satisfaction. This means that the better the quality of the service provided, the higher the satisfaction felt by students. Thus, the study program needs to increase focus on every aspect of service quality in order to continue to meet students' expectations.

Improving the quality of service not only has a direct impact on student satisfaction, but can also affect the reputation of study programs in the eyes of the community. Study programs that have a good reputation will be more in demand by prospective students, thus contributing to an increase in the number of registrations.

Conclusion

Overall, this research confirms the importance of service quality in creating student satisfaction in the Secretariat Diploma III Study Program. Educational institutions need to actively evaluate and improve all dimensions of existing service quality. Thus, not only students will feel satisfied, but educational institutions will also get long-term benefits in the form of good loyalty and reputation.

The optimal service quality is an investment for a better future for students and educational institutions themselves. By prioritizing service quality, educational institutions can create a positive learning environment that fosters student satisfaction, loyalty, and success.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve physical evidence: The study program should invest in improving the physical conditions of the campus, including facilities, cleanliness of classrooms, and learning aids.
Enhance reliability: The institution should strive to meet its service promises and maintain a high level of reliability to create student trust.
Foster empathy: The institution should prioritize empathy by providing support and understanding to students, creating a positive learning environment.
Improve responsiveness: The institution should respond promptly and effectively to student complaints or questions, demonstrating a commitment to customer satisfaction.
Guarantee quality: The institution should provide a guarantee of quality to foster student confidence and trust.

By implementing these recommendations, the Diploma III Secretariat Study Program can improve its service quality and create a positive learning environment that fosters student satisfaction, loyalty, and success.
Frequently Asked Questions (FAQs) about the Influence of Service Quality on Student Satisfaction

Q: What is service quality, and why is it important in education?

A: Service quality refers to the level of satisfaction that students experience when interacting with an educational institution. It encompasses various aspects, including physical evidence, reliability, empathy, responsiveness, and guarantee. Service quality is essential in education because it directly affects student satisfaction, loyalty, and success.

Q: What are the dimensions of service quality?

A: The dimensions of service quality are:

Physical evidence (tangible): refers to everything that can be seen and felt by students, such as campus facilities, cleanliness of classrooms, and learning aids.
Reliability (reliability): shows the extent to which educational institutions can meet the predetermined service promises.
Empathy (Empathy): focuses on the attention of individuals given to students, providing support and understanding.
Responsiveness (Responsiveness): the ability of educational institutions to be responsive and fast in responding to student complaints or questions.
Guarantee (Assurance): provides a guarantee of quality to foster student confidence and trust.

Q: How does service quality affect student satisfaction?

A: Service quality has a positive influence on student satisfaction. When students experience high-quality services, they are more likely to feel satisfied with their experience, leading to increased loyalty and success.

Q: What are the benefits of improving service quality in education?

A: Improving service quality in education can lead to:

Increased student satisfaction: students are more likely to feel satisfied with their experience.
Improved loyalty: students are more likely to remain loyal to the institution.
Enhanced reputation: institutions with high-quality services are more likely to have a good reputation.
Increased demand: institutions with high-quality services are more likely to attract prospective students.

Q: How can educational institutions improve service quality?

A: Educational institutions can improve service quality by:

Investing in physical evidence: improving campus facilities, cleanliness of classrooms, and learning aids.
Enhancing reliability: meeting service promises and maintaining a high level of reliability.
Fostering empathy: providing support and understanding to students.
Improving responsiveness: responding promptly and effectively to student complaints or questions.
Providing a guarantee of quality: providing a guarantee of quality to foster student confidence and trust.

Q: What are the challenges of improving service quality in education?

A: Some challenges of improving service quality in education include:

Limited resources: institutions may not have the necessary resources to invest in improving service quality.
Resistance to change: staff and faculty may resist changes to service quality.
Competing priorities: institutions may have competing priorities that make it difficult to focus on improving service quality.

Q: How can educational institutions measure service quality?

A: Educational institutions can measure service quality by:

Surveys and feedback: collecting feedback from students and staff.
Performance metrics: tracking performance metrics such as student satisfaction, retention rates, and graduation rates.
Benchmarking: comparing service quality to that of other institutions.

Q: What is the future of service quality in education?

A: The future of service quality in education is likely to involve:

Increased focus on student experience: institutions will prioritize creating a positive learning environment that fosters student satisfaction and loyalty.
Use of technology: institutions will use technology to improve service quality, such as online platforms and mobile apps.
Emphasis on empathy and responsiveness: institutions will prioritize empathy and responsiveness to create a positive learning environment.