Authors:
Intan W. Sakti
1
and
Ratih Hurriyati
2
Affiliations:
1
Universitas Pendidikan Indonesia and Universitas Widyatama, Indonesia
;
2
Universitas Pendidikan Indonesia, Indonesia
Keyword(s):
Quality of Educational Services, Student Satisfaction, Higher-education image.
Abstract:
Education is one of the most effective tools for transforming people. This change keeps the market and college competition high and relatively faster than the ability of universities to respond. Currently, there are international university rankings of universities conducted by world-recognized institutions, universities in Indonesia excluding the world's 50 best universities, both Webometrics and QS World University Rankings. This shows that still weak competitiveness of universities in Indonesia compared with universities abroad which in the end college competitiveness will build the image of college. Image has a very high-level meaning for the institution. Image is an important factor that is interconnected with consumer satisfaction. Direct experience has a powerful influence on image. The method used for this research is descriptive survey and explanatory survey of 270 samples of foreign students at three-state universities in Bandung namely ITB, UNPAD and UPI. The data used are
primary data and secondary data collected through literature study and questionnaire. Meanwhile, to measure the influence of education service quality to student's satisfaction and its impact on efforts to increase competitiveness through an image of state universities in Indonesia, SEM (Structural Equation Modeling) analysis is used. The results revealed that the quality of educational services has a positive effect on student satisfaction, and the influence of student satisfaction has a definite effect of the image of state universities in Bandung. Service attributes that should be prioritized or that should receive more attention or improved attention so that their performance increases include: student dormitories, IT infrastructure, medicine facilities, and staff potentials such as work ethics, flexibility, rigor, discipline, creativity and innovation, integrity and responsibility answer.
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