{"id":"https://openalex.org/W2746980177","doi":null,"title":"The impact of academic service quality on student satisfaction","display_name":"The impact of academic service quality on student satisfaction","publication_year":2017,"publication_date":"2017-01-01","ids":{"openalex":"https://openalex.org/W2746980177","mag":"2746980177"},"language":"en","primary_location":{"id":"pmh:oai:RePEc:pra:mprapa:80878","doi":null,"is_oa":false,"landing_page_url":"https://mpra.ub.uni-muenchen.de/80878/1/MPRA_paper_80878.pdf","pdf_url":"https://mpra.ub.uni-muenchen.de/80878/1/MPRA_paper_80878.pdf","source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"preprint"},"volume":null,"type":"preprint","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5108624308","display_name":"Ester Manik","orcid":"https://orcid.org/0000-0002-1242-2265","observed_orcids":["https://orcid.org/0000-0002-1242-2265"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ester Manik","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5087521444","display_name":"Iwan Sidharta","orcid":"https://orcid.org/0000-0002-9276-5910","observed_orcids":["https://orcid.org/0000-0002-9276-5910"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Iwan Sidharta","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-9276-5910","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13929","display_name":"Educational Outcomes and Influences","score":0.6079000234603882,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13929","display_name":"Educational Outcomes and Influences","score":0.6079000234603882,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.3707999885082245,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.01080000028014183,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/higher-education-service-quality","display_name":"academic service quality","score":0.972000002861023},{"id":"https://openalex.org/keywords/student-satisfaction","display_name":"student satisfaction","score":0.9750000238418579},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9929999709129333},{"id":"https://openalex.org/keywords/quality-in-higher-education","display_name":"higher education quality","score":0.8820000290870667},{"id":"https://openalex.org/keywords/computer-science-students","display_name":"computer science students","score":0.7200000286102295},{"id":"https://openalex.org/keywords/business-students","display_name":"business students","score":0.9369999766349792},{"id":"https://openalex.org/keywords/service-quality-evaluation","display_name":"service quality evaluation","score":0.4569999873638153}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8721534013748169},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.6547664403915405},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6497324705123901},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6352505087852478},{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.5235576033592224},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.49995923042297363},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.4980142116546631},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4857190251350403},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.43815380334854126},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3600536584854126},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.32578927278518677},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.24454620480537415},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.19083887338638306},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.12713980674743652},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"pmh:oai:RePEc:pra:mprapa:80878","doi":null,"is_oa":false,"landing_page_url":"https://mpra.ub.uni-muenchen.de/80878/1/MPRA_paper_80878.pdf","pdf_url":"https://mpra.ub.uni-muenchen.de/80878/1/MPRA_paper_80878.pdf","source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"preprint"},{"id":"mag:2746980177","doi":null,"is_oa":false,"landing_page_url":"https://EconPapers.repec.org/RePEc:pra:mprapa:80878","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"RePEc: Research Papers in Economics","raw_type":null},{"id":"mag:3149604799","doi":null,"is_oa":false,"landing_page_url":"https://ideas.repec.org/p/pra/mprapa/80878.html","pdf_url":null,"source":{"id":"https://openalex.org/S4306400553","display_name":"Munich Personal RePEc Archive (Ludwig Maximilian University of Munich)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I8204097","host_organization_name":"Ludwig-Maximilians-Universit\u00e4t M\u00fcnchen","host_organization_lineage":["https://openalex.org/I8204097"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"MPRA Paper","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality education","score":0.9901999831199646,"id":"https://metadata.un.org/sdg/4"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7162335980","https://openalex.org/W7163561292","https://openalex.org/W4414074915","https://openalex.org/W2910316184","https://openalex.org/W3157209403","https://openalex.org/W2113586794","https://openalex.org/W7215305558","https://openalex.org/W582191761","https://openalex.org/W2136513995","https://openalex.org/W4417419594"],"abstract_inverted_index":{"Implementation":[0],"of":[1,9,13,16,40,52,91,100,107],"education":[2,5,23,41],"through":[3],"higher":[4],"is":[6,24,96],"one":[7],"indicator":[8],"high":[10,21,71],"public":[11],"awareness":[12],"the":[14,38,50],"benefits":[15],"education.":[17],"But":[18],"to":[19,33,36,48],"prepare":[20],"quality":[22,39],"a":[25,97],"major":[26],"challenge":[27],"in":[28,74],"Indonesia.":[29],"Many":[30],"things":[31],"need":[32],"be":[34,121],"considered":[35],"improve":[37],"services":[42,57,119],"for":[43],"students.":[44],"This":[45],"study":[46,109],"aims":[47],"measure":[49],"level":[51],"student":[53,103,115],"satisfaction":[54,116],"on":[55,66,102,117],"academic":[56,118],"with":[58],"SERVQUAL":[59],"measuring":[60],"tool.":[61],"The":[62,89,105],"research":[63,92],"was":[64],"conducted":[65],"computer":[67],"science":[68],"and":[69],"management":[70],"school":[72],"students":[73],"Bandung":[75],"city":[76],"by":[77,112],"using":[78],"explorative":[79],"method.":[80],"Data":[81],"analysis":[82],"techniques":[83],"use":[84],"structural":[85],"equation":[86],"modeling":[87],"(SEM).":[88],"result":[90],"shows":[93],"that":[94,111],"there":[95],"significant":[98],"influence":[99],"SERQUAL":[101],"satisfaction.":[104],"results":[106],"this":[108],"indicate":[110],"increasing":[113],"SERQUAL,":[114],"can":[120],"achieved.":[122]},"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":3},{"year":2020,"cited_by_count":2},{"year":2018,"cited_by_count":1}],"updated_date":"2026-10-31T12:09:11.096373","created_date":"2017-08-31T00:00:00"}