THE INFLUENCE OF EDUCATIONAL SERVICE QUALITY AND SCHOOL IMAGE ON STUDENT SATISFACTION IN PRIVATE HIGH SCHOOL "X" BANDUNG CITY
DOI:
https://doi.org/10.46799/ijssr.v4i7.859Keywords:
Educational service quality, school image, student satisfaction, private high schoolAbstract
This study aims to determine the influence of the quality of educational services, student satisfaction, and school image on student satisfaction at Private High School (SMA) "X" Bandung City, West Java. The population in this study is all students in grades X, XI, and XXII totaling 99 students, and 2023 alumni totaling 28 people (a total of 127 respondents). The results of the analysis and discussion were as follows: (1) The quality of education services has a positive and significant influence on the satisfaction of students at private high school with a total influence of 32.0%. (2) In addition, school image also has an important influence on students' satisfaction, which is 36.5%. (3) The school's image has also a significant positive influence on satisfaction with an overall influence of 68.5%, and it is recommended that schools provide continuous professional training and development for teachers to improve knowledge, skills, pedagogy.
References
Azizah, D. N., Nurdin, N., & Maydiantoro, A. (2020). Pengaruh Dimensi Kualitas Pelayanan terhadap Kepuasan Siswa di MTS Mathla’ul Anwar Seribu Pesawaran. Economic Education and Entrepreneurship Journal, 3(2), 371597.
Habibah, S., & Bayu, K. (2017). Pengaruh Kualitas Pelayanan dan Citra Sekolah Terhadap Kepuasan Siswa pada SMK Swasta Kabupaten Subang. JIMM UNIKOM: Jurnal Ilmiah Magister Manajemen UNIKOM, 02(01).
Haryanti, A. T., Suryani, N., & Rozi, F. (2019). Pengaruh Kualitas Pelayanan, Citra Sekolah, dan Emosional Terhadap Kepuasan Peserta Didik. Economic Education Analysis Journal, 8(3).
Iwijayanti, N. D., & Jannah, R. (2019). Analisis Kualitas Pelayanan Pendidikan Terhadap Kepuasan Siswa SMK Negeri 1 Tegalsari Dengan Metode Servqual Kriteria Gronroos. JPPKn (Jurnal Ilmiah Pendidikan Pancasila Dan Kewarganegaraan), 3(2), 1–12.
Komalasari, K., Arafat, Y., & Mulyadi, M. (2020). Principal’s Management Competencies in Improving the Quality of Education. Journal of Social Work and Science Education, 1(2). https://doi.org/10.52690/jswse.v1i2.47
Kurbani, A. (2017). Pengaruh Kualitas Layanan Akademik dan Fasilitas Pendidikan terhadap Kepuasan Mahasiswa Kuliah pada Universitas PGRI Palembang. Jurnal Media Wahana Ekonomika, 13(4).
Lestari, I., & Handayani, N. (2023). PENTINGNYA PENDIDIKAN KARAKTER PADA ANAK SEKOLAH KHUSUSNYA SMA/SMK DI ZAMAN SERBA DIGITAL. Guru Pencerah Semesta, 1(2). https://doi.org/10.56983/gps.v1i2.606
Megawanti, P. (2012). MERETAS PERMASALAHAN PENDIDIKAN DI INDONESIA. Jurnal Ilmiah Pendidikan MIPA, 2(3).
Megawati, M., & Rochman, C. (2020). Analisis Ketercapaian Standar Sarana dan Prasarana pada Sekolah Menengah Pertama di Bekasi. Al-TA’DIB, 12(2). https://doi.org/10.31332/atdbwv12i2.1277
Mitra, S. (2023). Top 10 essential Life Skills for high school students. Global Indian International School.
Saktiani, G. A. (2015). Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Kepuasan Pelanggan Dan Word of Mouth. Jurnal Ilmu Sosial Dan Politik, Vol 4(No 2).
Sulhak, S., Firdaus, M., & HP, A. (2020). Pengaruh Kualitas Layanan Terhadap Kepuasan Siswa pada SMK PGRI 1 Giri Banyuwangi. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 3(2). https://doi.org/10.36778/jesya.v3i2.186
Tjiptono, F. (2017). Service, Quality, and Satisfaction. Andi Offset.
Triwijayanti, N., Sanoto, H., & Paseleng, M. (2022). Pengaruh Kualitas Layanan Pendidikan, Budaya Sekolah, Citra Sekolah Terhadap Kepuasan Orang Tua. Scholaria: Jurnal Pendidikan Dan Kebudayaan, 12(1). https://doi.org/10.24246/j.js.2022.v12.i1.p74-80
Wibisono, D. (2018). Analisis Kualitas Layanan Pendidikan dengan Menggunakan Integrasi Metode Servqual dan QFD. Sosio E-Kons, 10(1). https://doi.org/10.30998/sosioekons.v10i1.2262
Zivkovic, S. (2022). Empathy in leadership: How it enhances effectiveness. Diversity, Equity and Inclusion: The Essence of Organisational Well-Being, November.
Zulaiha, D., Lian, B., & Mulyadi, M. (2020). The Effect of Principal’s Competence and Community Participation on the Quality of Educational Services. Journal of Social Work and Science Education, 1(1). https://doi.org/10.52690/jswse.v1i1.9
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Stephanie Cecilia, Bobby Wiryawan Saputra
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
