Hubungan service quality dan keputusan memilih perguruan tinggi swasta : Scoping review
DOI:
https://doi.org/10.61291/esm1e858Keywords:
Kualitas Layanan Pendidikan Tinggi, , Keputusan Memilih Perguruan Tinggi Swasta,, Model SERVQUAL dan SERVPERF,Abstract
This study aims to identify and analyze the relationship between service quality and the decision to choose private universities (PTS) in Indonesia. Using a scoping review approach, this study reviewed various studies that used the SERVQUAL and SERVPERF models to measure service quality. The results showed that the dimensions of reliability and responsiveness had the most significant influence on students' decisions in choosing private universities. This study highlights the importance of private universities in improving the quality of their services to attract new students and retain existing students. The findings of this study are expected to provide valuable insights for private university managers in developing effective service quality improvement strategies, as well as contributing to the service quality literature in the context of higher education in Indonesia.
References
Arksey, H., & O'Malley, L. (2005). Scoping studies: Towards a methodological framework. International Journal of Social Research Methodology, 8(1), 19–32. https://doi.org/10.1080/1364557032000119616
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304
Hossler, D., & Gallagher, K. S. (1987). Studying student college choice: A three-phase model and the implications for policymakers. College and University, 62(3), 207–221.
Joseph, M., & Joseph, B. (2000). Indonesian students' perceptions of choice criteria in the selection of a tertiary institution: Strategic implications. The International Journal of Educational Management, 14(1), 40–44. https://doi.org/10.1108/09513540010310347
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Susanti, E. (2018). Analisis faktor-faktor yang mempengaruhi keputusan mahasiswa memilih perguruan tinggi swasta di Kota Surabaya. Jurnal Ekonomi dan Bisnis, 21(2), 123–134.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Purwantoro (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
