The Role of Service Quality and Human Resource Quality on Student Satisfaction in Education: Organizational Commitment as an Intervening Variable

Ely Setyowati, Suyoto Suyoto, Djoko Soelistya

Abstract


Higher education is present as a forum that has a considerable contribution in improving the quality of human resources in a nation according to the Law of the Republic of Indonesia Number 12 of 2012 concerning Higher Education point c reads; that in order to increase the nation's competitiveness in facing globalization in all fields, higher education is needed that is able to develop science and technology and produce intellectuals, scientists, and/or professionals who are cultured and creative, tolerant, democratic, have strong character, and dare to defend the truth for the interests of the nation. Universities as organizations that aim at service satisfaction are currently no longer reliable in terms of competitive advantage in this era of very high competition because other universities are also doing the same thing, so organizations need to emphasize commitment to achieving organizational goals by proactively improving the organization's image and increase student loyalty by looking at the quality of service and the quality of human resources (HR). The research method used is a quantitative approach with a total of 369 respondents with data analysis used through the SmartPLS 3.0 program, while the results obtained in this study are (1) Service Quality on Student Satisfaction has a direct but not significant effect; (2) Service Quality has a direct and significant effect on Organizational Commitment; (3) Quality of Human Resources has a direct but not significant effect on Organizational Commitment; (4) the quality of human resources has a direct and significant effect on student satisfaction; (5) Organizational Commitment has a direct and significant effect on Student Satisfaction; while (6) the quality of service has not been able to directly increase student satisfaction, and Organizational Commitment as a very important mediation needed to be able to increase the influence of Service Quality on student satisfaction; and (7) the quality of human resources can directly increase student satisfaction even without going through organizational commitment, so that the existence of organizational commitment as a mediation is not needed to be able to increase the influence of service quality on student satisfaction


Keywords


service quality; human resources quality; organizational commitment; student satisfaction

Full Text:

PDF

References


Basriani, A. (2016). The effect of competence and organizational commitment on job satisfaction and lecturer performance (study at the Persada Mother Education Foundation, Pekanbaru). Journal of Business Management Tepak, 8(1), 21–34.

Bollen, KA, & Stine, R. (1990). Direct and indirect effects: Classical and bootstrap estimates of variability. Sociological Methodology, 115–140.

Bulkia, S. (2018a). Student Satisfaction Sri Bulkia Islamic University Kalimantan Muhammad Arsyad Al-Banjary Banjarmasin INTRODUCTION Private universities are an alternative to deal with the phenomenon of increasing public demand for education needs. Scientific Journal of Management, 2(1), 49–58.

Bulkia, S. (2018b). The Effect of Service Quality on Student Satisfaction. At-Tadbir: Scientific Journal of Management, 2(1). https://doi.org/10.31602/atd.v2i1.1191

Darmawati, A., & Hayati, LN (2013). The effect of job satisfaction and organizational commitment on organizational citizenship behavior. Journal of Economia, 9(1), 10–17.

Dirwan, A. (2014). The Influence of Service Quality and Student Commitment to Achievement Motivation of Private Higher Education Students. Journal of Educational Horizons, 3(3), 379–391. https://doi.org/10.21831/cp.v3i3.2382

Juita, SD (2013). The Influence of the Quality of Human Resources, Organizational Commitment and Organizational Communication on the Performance of Regional Work Units (SKPD) (Empirical Study on the Padang City Government SKPD). Journal of Accounting, 1(3).

Latan, H., & Ghozali, I. (2016). Partial Least Square Concepts, Methods and Applications Using WarpPLS 5.0. Semarang: Diponegoro University Publishing Agency.

Marcoulides, GA, Chin, WW, & Saunders, C. (2009). A critical look at partial least squares modeling. MIS Quarterly: Management Information Systems, 33(1), 171–176. https://doi.org/10.2307/20650283

Niati, D. R., Siregar, Z. M. E., & Prayoga, Y. (2021). The Effect of Training on Work Performance and Career Development: The Role of Motivation as Intervening Variable. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2385–2393. https://doi.org/10.33258/birci.v4i2.1940

Rachman, ZH (2020). The Effect of Service Quality on Student Satisfaction Regarding the Unisba Fikom Web. Business Innovation and Entrepreneurship Journal, 2(3), 197–200. https://doi.org/10.35899/biej.v2i3.147

Rinala, I Nyoman; Yudana, IMNI (2013). The Effect of Academic Service Quality on Student Satisfaction and Loyalty at the Nusa Dua Bali Tourism College. Ganesha University of Education Graduate Program E-Journal, 4, 1–12.

Shah, M. M., et al. (2020). The Development Impact of PT. Medco E & P Malaka on Economic Aspects in East Aceh Regency. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Volume 3, No 1, Page: 276-286.

Sholihin, M., & Ratmono, D. (2021). SEM-PLS Analysis with WarpPLS 7.0 for Nonlinear Relationships in Social and Business Research. Andi Publisher.

Sugiyono. (2016). Educational Research Methods Qualitative Approach and R&D. Alphabet.

Sujarweni, VW, & Utami, LR (2019). The master book of SPSS. Indonesian Great Boy.

Sulistyawati, A., Made, N., & Seminary, NK (2015). The Effect of Service Quality on Customer Satisfaction Indus Restaurant Ubud Gianyar. Udayana University.

Suparjo, Sunarsih, ES, & Anis Sakdiyah. (2018). Optimization of Performance Through Quality of Work Life. Scientific Journal of UNTAG Semarang, 28–41.

Suparjo. (2017). OPTIMIZATION OF RELATIONAL COMMITMENT THROUGH Research Gap 2. Literature Review and Hypotheses. Scientific Journal of UNTAG Semarang, 6 No.1, 1–15.

Supartini, S., & Lutfi, L. (2020). Service Quality Analysis Model on Word Of Mouth through Relational Commitment and Student Satisfaction as Intervening Variables (Study on Students at Mathla'ul Anwar University, Banten). Journal of Business Research and Management Tirtayasa, 4(1), 68. https://doi.org/10.48181/jrbmt.v4i1.9610

Suwandari, L. (2013). Effect of lecturer performance, facilities and organizational commitment on student satisfaction STMIK AMIKOM Purwokerto. JBIMA (Journal of Business and Management), 1(1), 66–73.

Wardani, DK, & Andriyani, I. (2017). The Influence of the Quality of Human Resources, Utilization of Information Technology, and Internal Control Systems on the Reliability of Village Government Financial Reporting in Klaten Regency. Journal of Accounting, 5(2), 88–98. https://doi.org/10.24964/ja.v5i2.270

Werdhiastutie, A. et al. (2020). Achievement Motivation as Antecedents of Quality Improvement of Organizational Human Resources. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Volume 3, No 2, Page: 747-752.

Yusuf Wildan Setiyadi, Sri Wartini. (2020). The Effect of Quality of Work Life on Employee Performance With Job Satisfaction as an Intervening Variable. Management Analysis Journal 5, 3(1), 31–42. https://doi.org/10.54069/attadrib.v3i1.179




DOI: https://doi.org/10.33258/birci.v5i1.3843

Article Metrics

Abstract view : 100 times
PDF - 32 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.