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All Journal Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Skyhawk: Jurnal Aviasi Indonesia Estudiante Law Journal Jurnal Dunia Ilmu Hukum
Dimas Haricahyo
Akademi Penerbang Indonesia Banyuwangi
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SERVQUAL ANALYSIS OF STUDENT SATISFACTION WITH EDUCATIONAL FACILITIES AT AKADEMI PENERBANG INDONESIA BANYUWANGI Khoirunnisa Larasati; Daniel D. Rumani; Dimas Hari Cahyo; Safitri Era Globalisasi; Dimas Dicky Fernando
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 10 (2026): SEPTEMBER
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.22893275

Abstract

This study examines student satisfaction with educational facilities at Akademi Penerbang Indonesia Banyuwangi using the five SERVQUAL dimensions. A quantitative descriptive design was applied to a population of 164 students. The study calculated a minimum sample of 63 respondents using the Slovin formula, while 79 usable responses were included in the final analysis. Data were collected through field observation, a four-point Likert questionnaire, and literature review, then analyzed using Partial Least Squares Structural Equation Modeling with SmartPLS 3.0. The reported measurement model met the specified loading, average variance extracted, composite reliability, and Cronbach's alpha criteria. The structural model explained 93.5% of the variance in student satisfaction (adjusted R2 = 0.931). Assurance had the strongest significant effect on satisfaction (beta = 0.653, t = 6.918, p < 0.001), followed by empathy (beta = 0.375, t = 4.188, p < 0.001). Tangibles, reliability, and responsiveness were not significant at the 5% level. Because the report did not provide aggregate descriptive satisfaction scores, an overall satisfaction category cannot be validly assigned.
Co-Authors Achmad Luthfizar Lyanda Adiltsa Aero Antares Toding La'bi Ahmad Hariri Ahmad Mubarok Andung Luwihono Arief Rusdiansyah Ariyono Setiawan Axel Amadeus Nathanael Bo Yee Liao Cecilia Chairustakmal Chairustakmal Chairustakmal Daniel Dewantoro Rumani Dede Ardian Dika Wahyudi Usman Dimas Dicky Fernando Efendi Ejan frido lintarigan Fahrian Tri Ardiyanto Fajar Islam Handrio Endo Martono Hari Kurniawanto Herdi Santoso iswahyudi, Prasetyo Khoirunnisa Larasati M. Akbar Fathafirza Nafana Aulia Rochida Niko Arief Setyawan Radika Varutama Rico Darmawan Sabam Danny Sulung Safitri Era Globalisasi Wardana, Miko Andi Yudha Bagus Tunggala Putra Yusi Apristia