{"id":"https://openalex.org/W4386835375","doi":"https://doi.org/10.31334/bijak.v20i1.3232","title":"Increasing Student Satisfaction Through Improving Service Quality at Tourism Colleges in East Jakarta","display_name":"Increasing Student Satisfaction Through Improving Service Quality at Tourism Colleges in East Jakarta","publication_year":2023,"publication_date":"2023-08-07","ids":{"openalex":"https://openalex.org/W4386835375","doi":"https://doi.org/10.31334/bijak.v20i1.3232"},"language":"en","primary_location":{"id":"doi:10.31334/bijak.v20i1.3232","doi":"https://doi.org/10.31334/bijak.v20i1.3232","is_oa":true,"landing_page_url":"http://dx.doi.org/10.31334/bijak.v20i1.3232","pdf_url":"https://ojs.stiami.ac.id/index.php/bijak/article/download/3232/1604","source":{"id":"https://openalex.org/S4210190125","display_name":"Majalah Ilmiah Bijak","issn_l":"1411-0830","issn":["1411-0830","2621-749X"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/I4405276069","host_organization_name":"Institut Ilmu Sosial dan Manajemen STIAMI","host_organization_lineage":["https://openalex.org/I4405276069"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Majalah Ilmiah Bijak","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://ojs.stiami.ac.id/index.php/bijak/article/download/3232/1604","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5042809357","display_name":"Setyo Widiarto","orcid":"https://orcid.org/0009-0004-0497-2920","observed_orcids":["https://orcid.org/0009-0004-0497-2920","https://orcid.org/0000-0001-6864-4353"]},"institutions":[{"id":"https://openalex.org/I4405273730","display_name":"Universitas Asa Indonesia","ror":"https://ror.org/00bzwzw89","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405273730"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Setyo Widiarto","raw_affiliation_strings":["Universitas Asa Indonesia, Jakarta"],"raw_orcid":"https://orcid.org/0000-0001-6864-4353","affiliations":[{"raw_affiliation_string":"Universitas Asa Indonesia, Jakarta","institution_ids":["https://openalex.org/I4405273730"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5013822207","display_name":"Soerjanto Soerjanto","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405273730","display_name":"Universitas Asa Indonesia","ror":"https://ror.org/00bzwzw89","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405273730"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Soerjanto Soerjanto","raw_affiliation_strings":["Universitas Asa Indonesia, Jakarta"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Asa Indonesia, Jakarta","institution_ids":["https://openalex.org/I4405273730"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4405273730"],"apc_list":null,"apc_paid":null,"fwci":0.4692,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.67834499,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":95},"biblio":{"volume":"20","issue":"1","first_page":"160","last_page":"172"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9570000171661377,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9570000171661377,"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/T13929","display_name":"Educational Outcomes and Influences","score":0.03440000116825104,"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/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.003599999938160181,"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/service-quality","display_name":"service quality","score":0.8489999771118164},{"id":"https://openalex.org/keywords/student-satisfaction","display_name":"student satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/tourism-colleges","display_name":"tourism colleges","score":0.8640000224113464},{"id":"https://openalex.org/keywords/private-universities","display_name":"private universities","score":0.8009999990463257},{"id":"https://openalex.org/keywords/servqual-dimensions","display_name":"SERVQUAL dimensions","score":0.8989999890327454},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.925000011920929},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9800000190734863},{"id":"https://openalex.org/keywords/tangibles","display_name":"tangibles","score":0.9909999966621399},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9980000257492065},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.9509999752044678},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.9179999828338623}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7303458452224731},{"id":"https://openalex.org/C105776082","wikidata":"https://www.wikidata.org/wiki/Q617473","display_name":"Likert scale","level":2,"score":0.710577130317688},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.6188017725944519},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6089874505996704},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.5726063251495361},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.5598418712615967},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5570489168167114},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5087507367134094},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.4932207465171814},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.47333794832229614},{"id":"https://openalex.org/C70364389","wikidata":"https://www.wikidata.org/wiki/Q18757","display_name":"Validity","level":3,"score":0.44803664088249207},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.4131508469581604},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4113173186779022},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.40813231468200684},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.3573555052280426},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.294629842042923},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.24833709001541138},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.21161198616027832},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.17201167345046997},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.16468706727027893},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.15551480650901794},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.12183910608291626},{"id":"https://openalex.org/C171606756","wikidata":"https://www.wikidata.org/wiki/Q506132","display_name":"Psychometrics","level":2,"score":0.08881917595863342},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138496976","wikidata":"https://www.wikidata.org/wiki/Q175002","display_name":"Developmental psychology","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","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/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"id":"https://openalex.org/C70410870","wikidata":"https://www.wikidata.org/wiki/Q199906","display_name":"Clinical psychology","level":1,"score":0.0},{"id":"https://openalex.org/C58640448","wikidata":"https://www.wikidata.org/wiki/Q42515","display_name":"Cartography","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.31334/bijak.v20i1.3232","doi":"https://doi.org/10.31334/bijak.v20i1.3232","is_oa":true,"landing_page_url":"http://dx.doi.org/10.31334/bijak.v20i1.3232","pdf_url":"https://ojs.stiami.ac.id/index.php/bijak/article/download/3232/1604","source":{"id":"https://openalex.org/S4210190125","display_name":"Majalah Ilmiah Bijak","issn_l":"1411-0830","issn":["1411-0830","2621-749X"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/I4405276069","host_organization_name":"Institut Ilmu Sosial dan Manajemen STIAMI","host_organization_lineage":["https://openalex.org/I4405276069"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Majalah Ilmiah Bijak","raw_type":"journal-article"},{"id":"pmh:oai:ojs.ojs.stiami.ac.id:article/3232","doi":null,"is_oa":true,"landing_page_url":"https://ojs.stiami.ac.id/index.php/index/article/view/3232","pdf_url":null,"source":{"id":"https://openalex.org/S4210190125","display_name":"Majalah Ilmiah Bijak","issn_l":"1411-0830","issn":["1411-0830","2621-749X"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/I4405276069","host_organization_name":"Institut Ilmu Sosial dan Manajemen STIAMI","host_organization_lineage":["https://openalex.org/I4405276069"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"10.31334/bijak.v20i1","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:1c79cf865f7c4db2b84a4b44dacb725f","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/1c79cf865f7c4db2b84a4b44dacb725f","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Majalah Ilmiah Bijak, Vol 20, Iss 1, Pp 160-172 (2023)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.31334/bijak.v20i1.3232","doi":"https://doi.org/10.31334/bijak.v20i1.3232","is_oa":true,"landing_page_url":"http://dx.doi.org/10.31334/bijak.v20i1.3232","pdf_url":"https://ojs.stiami.ac.id/index.php/bijak/article/download/3232/1604","source":{"id":"https://openalex.org/S4210190125","display_name":"Majalah Ilmiah Bijak","issn_l":"1411-0830","issn":["1411-0830","2621-749X"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/I4405276069","host_organization_name":"Institut Ilmu Sosial dan Manajemen STIAMI","host_organization_lineage":["https://openalex.org/I4405276069"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Majalah Ilmiah Bijak","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Quality education","score":0.8278999924659729,"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":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4386835375.pdf","grobid_xml":"https://content.openalex.org/works/W4386835375.grobid-xml"},"referenced_works_count":25,"referenced_works":["https://openalex.org/W1544583825","https://openalex.org/W2028184439","https://openalex.org/W2080360233","https://openalex.org/W2257024953","https://openalex.org/W2899719360","https://openalex.org/W2949985526","https://openalex.org/W3122294266","https://openalex.org/W3141441944","https://openalex.org/W3199231905","https://openalex.org/W3204791126","https://openalex.org/W3205135778","https://openalex.org/W3207569546","https://openalex.org/W3212355769","https://openalex.org/W4205727506","https://openalex.org/W4206497491","https://openalex.org/W4213039530","https://openalex.org/W4220734923","https://openalex.org/W4226478987","https://openalex.org/W4288033740","https://openalex.org/W4312124555","https://openalex.org/W4328009325","https://openalex.org/W4365514772","https://openalex.org/W6609170691","https://openalex.org/W6773501224","https://openalex.org/W7030046268"],"related_works":["https://openalex.org/W6950158044","https://openalex.org/W4413090657","https://openalex.org/W4413456354","https://openalex.org/W7109817375","https://openalex.org/W4315481276","https://openalex.org/W2515019538","https://openalex.org/W4385160489","https://openalex.org/W4285181210","https://openalex.org/W7215909798","https://openalex.org/W4386391161"],"abstract_inverted_index":{"At":[0],"private":[1],"universities":[2],"in":[3],"East":[4],"Jakarta,":[5],"this":[6],"study":[7],"examines":[8],"the":[9,36,72,97],"impact":[10],"of":[11,23,74,99,111],"five":[12,109],"service":[13,84,112],"quality":[14,85,113],"factors":[15],"on":[16,30,118],"student":[17,94,106,119],"satisfaction.":[18,95,107,120],"The":[19,61,77],"research":[20,59],"instrument":[21],"consists":[22],"28":[24],"questions":[25],"arranged":[26],"and":[27,33,52,55,90,101],"structured":[28],"based":[29],"variables,":[31],"dimensions":[32,98,110],"indicators":[34],"using":[35,41],"Likert":[37],"scale.":[38],"Data":[39],"collection":[40],"questionnaires":[42],"distributed":[43],"via":[44],"Google":[45],"form":[46],"to":[47],"30":[48],"people":[49,57],"for":[50,68],"validity":[51],"reliability":[53],"testing":[54],"300":[56],"as":[58],"samples.":[60],"multiple":[62],"linear":[63],"regression":[64],"method":[65],"is":[66],"used":[67],"data":[69],"analysis":[70],"with":[71],"help":[73],"SPSS":[75],"software.":[76],"study's":[78],"results":[79],"partially":[80],"show":[81],"that":[82],"three":[83],"dimensions,":[86],"namely":[87],"Reliability,":[88],"Empathy":[89],"tangibles,":[91],"significantly":[92],"affect":[93,105],"Still,":[96],"Responsiveness":[100],"assurance":[102],"do":[103],"not":[104],"Simultaneously,":[108],"have":[114],"a":[115],"significant":[116],"effect":[117]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2023-09-19T00:00:00"}
