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- W3171097211 abstract "Multiple-item scales have been employed to measure service quality levels in HigherEducation Institutions (HEIs) and their impact on student satisfaction. The domination of adimensional approach compared to others is very contextual and depends on many factors.Commonly, there are three main dimensions of tangibles, human interactions, and electronicservices. The most common measurement scales such as SERVQUAL and SERVPERF havea similarity that there is only one dimension of non-human elements and the other dimensionsrelated to human elements. Besides, there are similar arguments that human elements have amore considerable effect than non-human elements. Therefore, rather than examining theeffects of service quality through commonly used dimensions, in this chapter, we analyze theeffect of three main factors of human services, non-human services, and e-service quality onstudent satisfaction through a moderating variable of university image. A total of 100undergraduate students was selected randomly from various study programs of three privateuniversities in Jakarta. Two methods were selected to analyze the data. First, by using ananalysis of structural relationships between constructs through Partial Least Square-StructuralEquation Modeling (PLS-SEM). Second, by using the Importance Performance Map Analysis(IPMA). The results give a support to the prior studies which indicates that human serviceshave dominant effects than other factors. The managerial implications are discussed." @default.
- W3171097211 created "2021-06-22" @default.
- W3171097211 creator A5049649040 @default.
- W3171097211 date "2020-04-01" @default.
- W3171097211 modified "2023-09-23" @default.
- W3171097211 title "The Future Students satisfaction Through Human Services: Learning from The Evidence of Private Universities in Jakarta, Indonesia" @default.
- W3171097211 hasPublicationYear "2020" @default.
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