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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS Jurnal E-Bis: Ekonomi Bisnis EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) Jurnal Media Ekonomi ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING Journal of Trends Economics and Accounting Research Jurnal Ilmu Sosial dan Humaniora BISMA Cendekia Adpebi Science Series KAFEBIS
Fauzi Akbar Maulana Hutabarat
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Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Environmental Science Social Sciences Other

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SERVQUAL MODEL DALAM MEMULIHKAN KEPUASAN MAHASISWA POLITEKNIK DI KOTA MEDAN PADA POST PANDEMIC WORLD Ngajudin Nugroho; Elserra Siemin Ciamas; Fauzi Akbar Maulana Hutabarat
Jurnal Nusantara Aplikasi Manajemen Bisnis Vol 10 No 2 (2025): Jurnal Nusantara Aplikasi Manajemen Bisnis
Publisher : UNIVERSITAS NUSANTARA PGRI KEDIRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29407/nusamba.v10i2.21321

Abstract

Research Aim: This study aims to develop a SERVQUAL model to restore student satisfaction in polytechnic institutions in Medan City through campus facilities in the post-pandemic period. Approach: The research uses a quantitative approach with descriptive statistical analysis and Structural Equation Modeling–Partial Least Squares (SEM-PLS). Data were collected from polytechnic students in Medan City using purposive sampling techniques. Research Finding: The results indicate that SERVQUAL significantly influences polytechnic student satisfaction through campus facilities in the post-pandemic era. The quality dimensions of tangibility, reliability, responsiveness, assurance, and empathy contribute to improving overall satisfaction. Theoretical Contribution/Originality: This study extends the application of the SERVQUAL model in higher education by integrating post-pandemic contextual factors, offering new insights into the determinants of student satisfaction in vocational institutions. Practitioner/Policy Implication: Findings provide practical implications for educational managers to enhance academic service quality and campus facilities, thereby improving educational competitiveness and institutional reputation after the pandemic. Research Limitation: This study is limited to polytechnic institutions in Medan City, so future research should include broader geographic coverage and comparative analysis across various higher education institutions.
Co-Authors A. Mahendra Angelina Elvina Arwin Arwin Carolina Catherine Chandra Wijaya Christine, Derika Cindy Cindy Cynthia Angelia Dewi Anggraini Elserra Siemin Ciamas FELICIA Felicia Ivone Ivone Jackie Jagomos C Jansela Situmorang Lisa Miko Nagjudin Ngajudin Nugroho Ngajudin Nugroho Pratama, Maulana Rina Friska B. Siahaan Sanny Lonardi Supriyanto Sutarno Sutarno Timori Kansaki Wili Chandra Wili Chandra William Vincent Williny Williny Wirawan Candra Angkasa Wong Pong Lan Yuliana Yuliana Yuliana