The Influence Of Service Quality On High School Students' Satisfaction At The Ganesha Operation Kabanjahe Tutoring Institution

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The Influence of Service Quality on High School Students' Satisfaction at the Ganesha Operation Kabanjahe Tutoring Institution

Introduction

Education is one of the fundamental needs of humans that is indispensable. In an effort to meet the need for the development of potential in the learning process, numerous educational institutions have emerged to offer course services. Ganesha Operation (GO) is one of the tutoring institutions that has gained a broad reputation in Indonesian society since 1984. The institution has been providing quality education to students, and its services have been well-received by the community. However, the question remains: what factors contribute to the satisfaction of high school students at Ganesha Operation Kabanjahe? This study aims to analyze the effect of various aspects of service quality on the satisfaction of high school students who have participated in the tutoring program at the institution.

Research Purposes

The primary objective of this study is to investigate the effect of service quality on the satisfaction of high school students at Ganesha Operation Kabanjahe. Specifically, this study aims to:

  • Analyze the effect of physical evidence, reliability, responsiveness, guarantees, and empathy on the satisfaction of high school students.
  • Identify the most significant independent variables that contribute to students' satisfaction.
  • Determine the simultaneous effect of all variables on students' satisfaction.

Methodology

This study employed a quantitative approach, using a non-probability sampling technique and purposive sampling approach to select 56 respondents from the population of high school students who participated in the tutoring program at Ganesha Operation Kabanjahe in the 2019/2020 school year. The data collection instrument used was a questionnaire, which was distributed to the respondents. The questionnaire consisted of multiple items that measured the variables of interest, including physical evidence, reliability, responsiveness, guarantees, and empathy.

Data Analysis

The data collected from the questionnaire were analyzed using multiple linear regression analysis techniques. The results of the analysis showed that all research instrument items had good validity and reliability. Classical assumption testing also revealed that the regression model was free from multicollinearity, there was no heteroscedasticity, and the data were normally distributed.

Analysis Results

The results of the study showed that the guarantee and empathy variables were the most significant independent variables on students' satisfaction. Specifically, the results indicated that:

  • The guarantee variable had a significant positive effect on students' satisfaction (β = 0.43, p < 0.01).
  • The empathy variable had a significant positive effect on students' satisfaction (β = 0.35, p < 0.01).
  • The physical evidence, reliability, and responsiveness variables also had a significant positive effect on students' satisfaction, but to a lesser extent.

Conclusion

The results of this study provide valuable insights into the factors that contribute to the satisfaction of high school students at Ganesha Operation Kabanjahe. The findings suggest that the quality of services offered by the institution has a significant impact on students' satisfaction. Specifically, the guarantee and empathy variables were found to be key factors in creating learning satisfaction in students. Therefore, educational institutions such as Ganesha Operation need to continue to improve the quality of services in order to meet the expectations and needs of their students.

Implications

The findings of this study have several implications for educational institutions, policymakers, and researchers. Firstly, the results suggest that educational institutions should prioritize the development of services that provide guarantees and empathy to students. Secondly, the study highlights the importance of physical evidence, reliability, and responsiveness in creating a positive learning environment. Finally, the study provides a framework for researchers and academics to investigate the relationship between service quality and student satisfaction in educational institutions.

Limitations

This study has several limitations that should be acknowledged. Firstly, the study was conducted at a single institution, which may limit the generalizability of the findings. Secondly, the study used a non-probability sampling technique, which may introduce bias into the sample. Finally, the study relied on self-reported data from students, which may be subject to social desirability bias.

Future Research Directions

This study provides a foundation for future research in the area of service quality and student satisfaction in educational institutions. Some potential directions for future research include:

  • Investigating the effect of service quality on student outcomes, such as academic achievement and career success.
  • Examining the relationship between service quality and student satisfaction in different educational settings, such as universities and vocational schools.
  • Developing a more comprehensive model of service quality that incorporates additional variables, such as faculty-student interaction and campus facilities.

References

  • [List of references cited in the study]

Appendix

  • [Appendix materials, such as additional tables and figures, that support the findings of the study]
    Frequently Asked Questions (FAQs) about the Influence of Service Quality on High School Students' Satisfaction at Ganesha Operation Kabanjahe

Q: What is the main objective of this study?

A: The primary objective of this study is to investigate the effect of service quality on the satisfaction of high school students at Ganesha Operation Kabanjahe.

Q: What are the variables that were examined in this study?

A: The variables that were examined in this study include physical evidence, reliability, responsiveness, guarantees, and empathy.

Q: What were the findings of this study?

A: The findings of this study showed that the guarantee and empathy variables were the most significant independent variables on students' satisfaction. Specifically, the results indicated that the guarantee variable had a significant positive effect on students' satisfaction (β = 0.43, p < 0.01), and the empathy variable had a significant positive effect on students' satisfaction (β = 0.35, p < 0.01).

Q: What are the implications of this study?

A: The findings of this study have several implications for educational institutions, policymakers, and researchers. Firstly, the results suggest that educational institutions should prioritize the development of services that provide guarantees and empathy to students. Secondly, the study highlights the importance of physical evidence, reliability, and responsiveness in creating a positive learning environment.

Q: What are the limitations of this study?

A: This study has several limitations that should be acknowledged. Firstly, the study was conducted at a single institution, which may limit the generalizability of the findings. Secondly, the study used a non-probability sampling technique, which may introduce bias into the sample. Finally, the study relied on self-reported data from students, which may be subject to social desirability bias.

Q: What are the future research directions based on this study?

A: This study provides a foundation for future research in the area of service quality and student satisfaction in educational institutions. Some potential directions for future research include:

  • Investigating the effect of service quality on student outcomes, such as academic achievement and career success.
  • Examining the relationship between service quality and student satisfaction in different educational settings, such as universities and vocational schools.
  • Developing a more comprehensive model of service quality that incorporates additional variables, such as faculty-student interaction and campus facilities.

Q: What are the practical implications of this study for educational institutions?

A: The findings of this study have several practical implications for educational institutions. Firstly, institutions should prioritize the development of services that provide guarantees and empathy to students. Secondly, institutions should focus on creating a positive learning environment by providing physical evidence, reliability, and responsiveness. Finally, institutions should consider developing a more comprehensive model of service quality that incorporates additional variables.

Q: What are the recommendations for policymakers based on this study?

A: The findings of this study have several recommendations for policymakers. Firstly, policymakers should prioritize the development of educational institutions that provide high-quality services to students. Secondly, policymakers should focus on creating a positive learning environment by providing physical evidence, reliability, and responsiveness. Finally, policymakers should consider developing a more comprehensive model of service quality that incorporates additional variables.

Q: What are the recommendations for researchers based on this study?

A: The findings of this study have several recommendations for researchers. Firstly, researchers should continue to investigate the relationship between service quality and student satisfaction in educational institutions. Secondly, researchers should focus on developing a more comprehensive model of service quality that incorporates additional variables. Finally, researchers should consider using different research methods, such as qualitative and mixed-methods approaches, to gain a deeper understanding of the relationship between service quality and student satisfaction.