Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS)
Terusia, Erma Fina
Unknown Affiliation
Humanities Economics, Econometrics & Finance Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
THE MEDIATING ROLE OF STUDENT SATISFACTION IN THE RELATIONSHIP OF EDUCATIONAL SERVICE QUALITY TO STUDENT RETENTION IN HIGHER EDUCATION: THE MEDIATING ROLE OF STUDENT SATISFACTION IN THE RELATIONSHIP OF EDUCATIONAL SERVICE QUALITY TO STUDENT RETENTION IN HIGHER EDUCATION Terusia, Erma Fina; Endi Sarwoko; Teofilus
Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS) Vol. 8 No. 3 (2025): Jurnal Ilmiah Akuntansi, Manajemen, dan Ekonomi Islam (JAM-EKIS)
Publisher : Universitas Muhammadiyah Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36085/jamekis.v8i3.8208

Abstract

This study focuses on the importance of service quality in enhancing student satisfaction and retention in higher education, with the Management Department of the Faculty of Economics and Business at Ciputra University as the research subject. The objective of this study is to analyze the impact of service quality on student satisfaction and retention. The theoretical framework underpinning this research is the SERVQUAL model, which measures service quality through the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. A quantitative approach is employed, targeting a population of 500 students from the 2022-2023 academic year, with a sample size of 217 respondents determined using the Krejcie and Morgan table. The research instrument consists of 40 indicators adapted from relevant journals, utilizing a five-point Likert scale to measure service quality, student satisfaction, and retention. Data analysis was conducted using Partial Least Square (PLS) with the aid of SmartPLS software, allowing  for  simultaneous  evaluation  of  both  the measurement and structural models. The findings of this study are expected to provide valuable insights for department management to enhance service quality and, consequently, improve student satisfaction and retention at Ciputra University.
Co-Authors Endi Sarwoko Teofilus