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Analysis Service on Student Satisfaction with Motivation as Moderating Variable

Alana Damaris, Ngadino Surip and Antonius Setyadi

International Journal of Economics & Business Administration (IJEBA), 2019, vol. VII, issue 2, 118-130

Abstract: Purpose: The main aim of this study is to examine the influence of service quality (HEdPERF Model) on student satisfaction with motivation as moderating variable. Design/Methodology/Approach: The sample consists of 210 non-traditional students from the post graduate program of Mercu Buana University Jakarta, from 6 Master’s degree programs. The technique of data analysis used to test the hypotheses models were Structural Equation Model (SEM) with Linear Structural Model (LISREL) version 8.80. Findings: The result of all hypotheses testing showed the empirical data to be fitted quite well. The structural relationship between the variables may be summarized as follows: (1) There is a positive and significant influence of academic aspect on student satisfaction with motivation as moderating variable; (2) There is no influence of non-academic aspect on student satisfaction with motivation as moderating variable; (3) There is a positive and significant influence of access on student satisfaction with motivation as moderating variable; (4) There is a positive and significant influence of program issue on student satisfaction with motivation as moderating variable; (5) There is no influence of reputation on student satisfaction with motivation as moderating variable. Practical implications: Since the academic aspect, non-academic aspect, access, program issue, reputation and motivation simultaneously influence student satisfaction the results of the study can be used accordingly. Originality/Value: The article proposed certain issues for the universities to improve programs such as quality, variability, structure, delivery of teaching and flexibility of time.

Keywords: Service quality; HEdPERF model; motivation; student satisfaction. (search for similar items in EconPapers)
JEL-codes: I23 (search for similar items in EconPapers)
Date: 2019
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