SERVQUAL Model Dalam Memulihkan Kepuasan Mahasiswa Politeknik di Kota Medan pada Post Pandemic World
DOI:
https://doi.org/10.29407/nusamba.v10i2.21321Keywords:
SERVQUAL, Student Satisfaction, FacilityAbstract
Research Aim: This study aims to develop a SERVQUAL model to restore student satisfaction in polytechnic institutions in Medan City through campus facilities in the post-pandemic period.
Approach: The research uses a quantitative approach with descriptive statistical analysis and Structural Equation Modeling–Partial Least Squares (SEM-PLS). Data were collected from polytechnic students in Medan City using purposive sampling techniques.
Research Finding: The results indicate that SERVQUAL significantly influences polytechnic student satisfaction through campus facilities in the post-pandemic era. The quality dimensions of tangibility, reliability, responsiveness, assurance, and empathy contribute to improving overall satisfaction.
Theoretical Contribution/Originality: This study extends the application of the SERVQUAL model in higher education by integrating post-pandemic contextual factors, offering new insights into the determinants of student satisfaction in vocational institutions.
Practitioner/Policy Implication: Findings provide practical implications for educational managers to enhance academic service quality and campus facilities, thereby improving educational competitiveness and institutional reputation after the pandemic.
Research Limitation: This study is limited to polytechnic institutions in Medan City, so future research should include broader geographic coverage and comparative analysis across various higher education institutions.
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