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All Journal Jurnal Manajemen Pelayanan Publik Jurnal Ilmiah Administrasi Publik
Luthfiana, Yusrina
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Transportation

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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.
Strategic Insights to Enhance Student Loyalty Through Service Quality and Satisfaction: Importance-Performance Map Analysis Luthfiana, Yusrina; Sujarwoto, Sujarwoto; Said, Moh.
Jurnal Ilmiah Administrasi Publik Vol. 11 No. 3 (2025): Jurnal Ilmiah Administrasi Publik (JIAP)
Publisher : Badan Penerbitan Jurnal (BPJ) FIA-UB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jiap.2025.011.03.5

Abstract

The increasing competition among higher education institutions (HEIs) has driven them to enhance their competitive advantage by fostering student loyalty. When students perceive high service quality, they are more likely to feel valued and remain loyal. This study employs Importance-Performance Map Analysis (IPMA) to identify key areas for improvement in higher education service quality and student satisfaction to enhance student loyalty. The sampling technique used was proportionate stratified random sampling of the students of Faculty of Engineering, Universitas Negeri Jakarta per study program. The IPMA results, based on survey data from students, highlights service quality as the primary area requiring improvement. At the indicator level, seven keys are identified, including student skill development, infrastructure, safety, employment quality, management and staff support, teacher’s profile, and satisfaction with university choice. These findings provide strategic insights for HEIs to enhance student loyalty by prioritizing service quality improvements. Future study could extend the analysis to multiple HEIs for boarder insights.
Co-Authors Moh. Said Sujarwoto Sujarwoto, Sujarwoto