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Journal : Maneggio

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The Influence of Service Quality and Facilities on Student Satisfaction at Dr. Soetomo University with Brand Image as an Intervening Variable Mochammad Rian Dhewantara; Sukesi Sukesi
Maneggio Vol. 2 No. 1 (2025): Maneggio-Feb
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/gqqj2q76

Abstract

This study seeks to examine the impact of service quality and facilities on student happiness at Dr. Soetomo University, utilizing brand image as a mediating variable. The context of this research is based on the challenges faced by Dr. Soetomo University in maintaining and increasing the number of students, amidst tight competition between universitiesIn order to fulfil student expectations, the quality of services and facilities must be improved, as evidenced by the recent fall in student enrolment. This study tests the association between variables using a quantitative approach and path analysis tools. Data were obtained through questionnaires distributed to students of Dr. Soetomo University, which were then analyzed using various statistical tests to determine the validity, reliability, and significance of the relationship between variables. The results indicated that student satisfaction is significantly influenced by the quality of service and the availability of facilities. Furthermore, brand image was demonstrated to mediate the association between service quality and facilities with student satisfaction. A positive brand image can increase student satisfaction even though there are shortcomings in service quality or facilities. These findings indicate that in order to improve student satisfaction, Dr. Soetomo University needs to focus on improving brand image in addition to improving service quality and facilities. This research makes a significant contribution to university management in understanding the factors that influence student satisfaction. The implication is that Dr. Soetomo University is advised to improve its brand image through effective communication strategies and overall service improvements.
Co-Authors Agung Widyanarko Ahdatul Islamiah Ahsan, Mohammad Akbar Hidayat, Wanda Gema Prasidio Albab, Eric Ulul Ali muhajir, Ali Aminullah Aminullah, Aminullah Aminullah Assagaf Aminullah Assagaf Ani Intiyati Ario Agus Suyudanto Ario Agus Suyudanto Armanu, Armanu Asi, Yuli Sintha Asih Handayani Astuti Setiyani Astutiek, Dwi Balle, Elmi Bambang Raditya Purnomo Binti Yunariyah, Binti Bulan, Melkianus Teddison Cholichul Hadi Dwi Purwanti Eddy Yunus Eddy Yunus Eddy Yunus Erni Widiastuti Erni Widiastuti Ervi Husni, Ervi Evi Pratami Evi Yunita Nugrahini Firdaus, Ananda Nabillah Ginarsih, Yuni Gustaman, Indrarini Dasaad Handini, Sri Hapsari, Intan Nursini Hapsari, Intan Nursini Harumi, Ani Media Hermiyanti, Pratiwi Isfentiani, Dina Ishartiwi Ishartiwi Isroim Yunaidah Istanto, Wisnu Johan Hari Sukwanto Kasiati Kasiati, ., Kasiati, Kasiati, K. Kasiati, Klanting khu, steven Luluk Widarti, Luluk M Nadjhan Mairo, Queen Khoirun Nisa’ Mamik Martha Hendrati, Ignatia Meithiana Indrasari Meithiana Indrasari, Meithiana Mochammad Rian Dhewantara Mohammad Ahsan Muhamad Thohar Arifin Mujayanto Munaf, Ade Zakiya Tasman Nanik Prihartanti Nasikah, Dwi Nawari Nawari Nely Ni Ketut Sujati Novita Eka Kusuma Wardhani Nur Sayidah Olivia, Reta Pujaningsih Pusporani, Mina Queen Khoirun Nisa Mairo, Queen Khoirun Rekawati, Rekawati Rian Dhewantara, Mochammad Rijanto Rijanto, Rijanto Rinto Harno Rokhmalia, Fitri Rowi, Laily Alfajriatu Rudianto, Setiawan Eko S, Rekawati Sari, Ira Rahayu Tiyar Sarsiti . Setiawan Sherly Jeniawaty Sherly Jeniawaty, Sherly Sherly Natalia Dewi Sholichah, Agustina Mar’atus Sholikah, Siti Mar'atus Siswahyudianto Siti Alfiah Siti Marwiyah Slamet Riyadi Slamet Riyadi Soegiri, Hary Sri Utami SRI UTAMI ADY Sugiyanto Sugiyanto Sugiyanto Sugiyanto Sugiyanto Sugiyanto Sukiman, Susanto Sulistyowati, Dwi Wahyu Wulan Sumaningsih, Rahayu Sunaris Sunaris Sundari, Ariefah Supana, Supana Suyanto Suyanto Suyanto Suyanto Suyanto Syahida, Aruny Amalia Tampubolon, Liosten R. R. Ully Tampubolon, Liosten Rianna Roosida Ully Tatarini Pipit Ika Cahyani Titi Maharrani Titi Maharrani Triana, Wahyuningsih Untung Sujianto wahid, Hasyim Wanda Gema Prasadio Akbar Hidayat Widyastuti, Dwi Utari Windi, Yohanes Kambaru Wisnu, Nurwening Tyas Yuliansyah Yuliansyah Yunaidah, Isroim Yuyun Sumarlinah Yuyun Sumarlinah zainal mutaqqin