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All Journal Indonesian Journal of Geography Jurnal Studi Pemerintahan JURNAL SISTEM INFORMASI BISNIS Jurnal Konseling dan Pendidikan Jurnal Administrasi Publik Jurnal Borneo Administrator: Media Pengembangan Paradigma dan Inovasi Sistem Administrasi Negara Jurnal Ilmu Sosial dan Ilmu Politik Jurnal Biometrika dan Kependudukan (Journal of Biometrics and Population) MIX : Jurnal Ilmiah Manajemen Jurnal Manajemen Pelayanan Publik Journal of Public Administration Studies JETL (Journal Of Education, Teaching and Learning) Journal of Humanity and Social Justice Jurnal Studi Pemerintahan
Sujarwoto Sujarwoto, Sujarwoto
Department Of Public Administration, Brawijaya University,Malang East Java
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Evaluating Public University Service Quality and its Influence on Student Satisfaction and Loyalty: The Disjoint Two-Stage Approach Luthfiana, Yusrina; Sujarwoto, Sujarwoto; Said, Moh.
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.61990

Abstract

The growing competition between universities has led public universities to develop internal competitiveness, including student loyalty as a strategic asset. However, previous studies have shown inconsistencies in the results and have seldom applied higher-order constructs to analyze the public university service quality. This study evaluates university service quality and its impact on student loyalty, emphasizing the mediating role of student satisfaction. This study was conducted at the Faculty of Engineering, Universitas Negeri Jakarta. The data analysis technique employed PLS-SEM with the disjoint two-stage approach, which is more accurate in handling higher-order constructs on service quality. The findings indicate that public university service quality and student satisfaction influence student loyalty positively and significantly. Public university service quality also influences student satisfaction positively and significantly. Additionally, student satisfaction acts as a partial mediation between service quality and student loyalty. These findings underscore theoretically and practically that public universities should prioritize initiatives that improve service dimensions that impact student satisfaction and loyalty, such as students’ skill development. By integrating higher-order constructs for service quality, this study contributes to a methodological framework and actionable insights for administrators to optimize quality management in public universities.
Co-Authors Abrianty, Tria Andi Ahmad Yani, Andi Ahmad Andriani Kusumawati Asal Erlin Mulyadi Bambang Santoso Haryono Dhea Tikha Q.A., Dhea Tikha Dominggus Elcid Li Endah Setyowati Irza Khurun'in Iswari Hariastuti Karya, Muhammad Adie Luthfiana, Yusrina Maria Agustini Permata Sari Moh. Said Muhamad Nanda Al Hakim Akbar Mukhammad Kholid Mawardi Pujiastuti, Reni Tri Putra, Fadilah Rindi Ardika Melsalasa Sahputri Rusyiana, Aris Sari, Yuni Purwita Siswidiyanto Siswidiyanto Tri Puspitasari Wiraniskala, Bella