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All Journal Journal of Economic, Bussines and Accounting (COSTING) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET)
Khoirunnisa Larasati
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 Agung Sanjaya Herisal Ahmad Mubarok Andung Luwihono Bagus Panuntun Wruhutomo Daniel Dewantoro Rumani Dimas Dicky Fernando Dimas Hari Cahyo Dimas Haricahyo Fajar Islam Hari Kurniawanto Herdi Santoso iswahyudi, Prasetyo Nafana Aulia Rochida Radika Varutama Rico Darmawan Safitri Era Globalisasi Wardana, Miko Andi