Servqual Model Approach in Measuring Students’ Satisfaction in The Faculty of Dakwah and Communication Science

Authors

  • Ricka Handayani Ricka UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan
  • Yuli Eviyanti UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan
  • Feby Arnada UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan

DOI:

https://doi.org/10.15642/jim.v4i2.1621

Keywords:

Tangibles, Assurance, Realibility, Satisfaction

Abstract

The objective of this research is to measure the level of students' satisfaction through the SERVQUAL model approach. The model consists of five dimensions: tangibles, assurance, reliability, responsiveness, and empathy. The research was conducted in the Faculty of Da'wah and Communication Sciences at UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan. The data for the current research was collected by distributing questionnaires to 235 students and analyzed using Structural Equation Modeling (SEM) with Smart PLS. After thoroughly and precisely assessing the data, it was discovered that all elements of the SERVQUAL model, namely tangibles, assurance, dependability, responsiveness, and empathy, had a positive and significant effect on students’ satisfaction. This research is expected to be applied as a basis for developing Standard Operating Procedures (SOP) to provide exceptional service in the primary activities and functions of work units at UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan and other educational institutions

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References

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Chege, C. N. (2022). Influence of service assurance on customer satisfaction across Kenyan insurance companies. International Journal of Research in Business and Social Science (2147- 4478), 11(8), 35–49. https://doi.org/10.20525/ijrbs.v11i8.1915

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Published

2024-07-31

How to Cite

Ricka, R. H., Eviyanti, Y., & Arnada, F. (2024). Servqual Model Approach in Measuring Students’ Satisfaction in The Faculty of Dakwah and Communication Science. Journal of Islamic Management, 4(2), 160–176. https://doi.org/10.15642/jim.v4i2.1621

Issue

Vol. 4 No. 2 (2024): July

Section

Articles

License

Copyright (c) 2024 Ricka Handayani Ricka, Yuli Eviyanti, Feby Arnada

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.