Article Sidebar

Submitted
August 2, 2023
Accepted
August 20, 2023
Published
August 28, 2023
Download
Full text PDF
Statistic
Read Counter : 303 Download : 347

Downloads

Download data is not yet available.

Main Article Content

Abstract

The current weakness of various dimensions of service quality measurement scales that have been adopted in measuring the level of student service satisfaction at HE is often an obstacle to understanding weaknesses in the quality of HE service. This study aims to investigate the level of student service satisfaction based on the HEISQUAL synthesis combined with the ACSI, IPA, and PGCV methods as a holistic approach to determine priorities for continuous improvement. The integration of these three methods is very appropriate to answer the needs of HE in improving the quality of its services. The data in this study were obtained by distributing questionnaires to respondents with a sample size of 320 students using a convenience sampling technique (non-probability sampling). The results of this study indicate that HE service satisfaction is in the satisfied criteria, where 6 sub-dimensions are in quadrant A, 5 sub-dimensions are in quadrant B, 1 sub-dimension is in quadrant C, and 4 sub-dimensions are in quadrant D. From this analysis, the priority order of improvement are 1) ET, 2) LWE, 3) LF, 4) ECA, 5) C&M, 6) BTS. Through the HEISQUAL – ACSI – IPA – PGCV synthesis, HE can understand and determine well-accelerated strategic and practical policies.

Keywords

ACSI IPA Satisfaction Service quality PGCV

Article Details

License

Copyright (c) 2023 Teguh Hardi Raharjo, Kemal Budi Mulyono, Ismiyati Ismiyati, Ahmad Jaenudin

Creative Commons License

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:

  1. 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 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. 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.
  3. 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 (See The Effect of Open Access).
How to Cite
Raharjo, T. H., Mulyono, K. B., Ismiyati, I., & Jaenudin, A. (2023). HEISQUAL – ACSI – IPA – PGCV: Synthesis of higher education service satisfaction measurements. Asian Management and Business Review, 3(2), 121–137. https://doi.org/10.20885/AMBR.vol3.iss2.art2
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Abbas, J. (2020a). HEISQUAL: A modern approach to measure service quality in higher education institutions. Studies in Educational Evaluation, 67(September), 100933. https://doi.org/10.1016/j.stueduc.2020.100933
  2. Abbas, J. (2020b). Impact of total quality management on corporate green performance through the mediating role of corporate social responsibility. Journal of Cleaner Production, 242, 118458. https://doi.org/10.1016/j.jclepro.2019.118458
  3. Abbas, J., & Sagsan, M. (2020). Identification of key employability attributes and evaluation of university graduates’ performance: Instrument development and validation. Higher Education, Skills and Work-Based Learning, 10(3), 449–466. https://doi.org/10.1108/HESWBL-06-2019-0075
  4. Abdullah, F. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569–581. https://doi.org/10.1111/j.1470-6431.2005.00480.x
  5. Ada, S., Baysal, Z. N., & Erkan, S. S. Ş. (2017). An evaluation of service quality in higher education: Marmara and Niğde Omer Halisdemir Universities’ Department of Education Students. Universal Journal of Educational Research, 5(11), 2056–2065. https://doi.org/10.13189/ujer.2017.051122
  6. Ahmed, I., Nawaz, M. M., Ahmad, Z., Ahmad, Z., Shaukat, M. Z., Usman, A., & Ahmed, N. (2010). Does service quality affect students’ performance? Evidence from institutes of higher learning. African Journal of Business Management, 4(12), 2527–2533. http://eserv.uum.edu.my/docview/1663917500?accountid=42599
  7. Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70–94. https://doi.org/10.1108/QAE-02-2014-0008
  8. Altbach, P. G. (2004). Higher education crosses borders: Can the United States remain the top destination for foreign students?. Change: the magazine of higher learning, 36(2), 18-25. https://doi.org/10.1080/00091380409604964
  9. Asnawi, N., & Setyaningsih, N. D. (2020). Perceived service quality in Indonesian Islamic higher education context: A test of Islamic higher education service quality (i-HESQUAL) model. Journal of International Education in Business, 13(1), 107–130. https://doi.org/10.1108/JIEB-11-2019-0054
  10. Bakoban, R. A., & Aljarallah, S. A. (2015). Extracurricular Activities and Their Effect on the Student's Grade Point Average: Statistical Study. Educational Research and Reviews, 10(20), 2737-2744.
  11. Bordean, O. N., & Sonea, A. (2018). Student satisfaction and perceived skills: Any link to employability? Entrepreneurship and Sustainability Issues, 6(1), 356–370. https://doi.org/10.9770/jesi.2018.6.1(22)
  12. Brochado, A. (2009). Comparing alternative instruments to measure service quality in higher education. Quality Assurance in Education, 17(2), 174–190. https://doi.org/10.1108/09684880910951381
  13. Calvo-Porral, C., Lévy-Mangin, J. P., & Novo-Corti, I. (2013). Perceived quality in higher education: An empirical study. Marketing Intelligence and Planning, 31(6), 601–619. https://doi.org/10.1108/MIP-11-2012-0136
  14. Chin, W. W. (1998). The partial least squares approach to structural equation modeling. In Marcoulides, G. A. (Eds), Modern Methods for Business Research (pp. 295-336), London: Psychology Press.
  15. Churchill, G. A., Iacobucci, D., & Israel, D. (2010). Marketing research: A south Asian perspective. New Delhi, India: Cengage Learning.
  16. Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296
  17. Dabestani, R., Shahin, A., Saljoughian, M., & Shirouyehzad, H. (2016). Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA: The case of four star hotels. International Journal of Quality and Reliability Management, 33(2), 160–177. https://doi.org/10.1108/IJQRM-02-2014-0022
  18. Diamond, A., Vorley, T., Roberts, J., & Jones, S. (2012). Behavioural approaches to understanding student choice. Higher Education Academy and National Union of Students, 1–86. https://www.heacademy.ac.uk/system/files/resources/student_choice.pdf%0Ahttp://www.heacademy.ac.uk/assets/Documents/research/Student_Choice.pdf
  19. Dora, Y. M. (2017). Analysis effect of service quality, educational facilities, and method of learning, student satisfaction and loyalty to students: Studies in the University of Widyatama Bandung. European Journal of Social Sciences Education and Research, 10(1), 16-27. https://doi.org/10.26417/ejser.v10i1.p16-27
  20. Draskovic, V., Jovovic, R., & Rychlik, J. (2020). Perceptions of the declining quality of higher education in the selected see countries. Journal of International Studies, 13(4), 286–294. https://doi.org/10.14254/2071-8330.2020/13-4/20
  21. EminaTerzić & AmnaAščić (2018). Influence of students satisfaction with communication with teaching staff on their overall satisfaction with higher education institution. International Journal of Engineering and Technology, 10(5), 1478–1483. https://doi.org/10.21817/ijet/2018/v10i5/181005082
  22. Ezeokoli, R. N., & Ayodele, K. O. (2014). Dimensions of service quality encountered by students on sustainability of higher education in Nigeria. Developing Country Studies, 4(6), 147–156.
  23. Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. https://doi.org/10.1177/002224378101800313
  24. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The american customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18. https://doi.org/10.2307/1251898
  25. Frazer Winsted, K. (2000). Service behaviors that lead to satisfied customers. European Journal of Marketing, 34(3–4), 399–417. https://doi.org/10.1108/03090560010311920
  26. Fulgence, K. (2015). Employability of higher education institutions graduates: Exploring the influence of entrepreneurship education and employability skills development program activities in Tanzania. School of Economic Disciplines, University of Siegen, Germany (Doctoral Thesis). https://dspace.ub.uni-siegen.de/handle/ubsi/985
  27. Galeeva, R. B. (2016). SERVQUAL application and adaptation for educational service quality assessments in Russian higher education. Quality Assurance in Education, 24(3), 329–348. https://doi.org/10.1108/QAE-06-2015-0024
  28. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
  29. Grotkowska, G., Wincenciak, L., & Gajderowicz, T. (2015). Ivory-tower or market-oriented enterprise: The role of higher education institutions in shaping graduate employability in the domain of science. Higher Education Research and Development, 34(5), 869–882. https://doi.org/10.1080/07294360.2015.1011090
  30. Guilbault, M. (2018). Students as customers in higher education: The (controversial) debate needs to end. Journal of Retailing and Consumer Services, 40(January 2016), 295–298. https://doi.org/10.1016/j.jretconser.2017.03.006
  31. Hair, J., Anderson, R., Babin, B., & Black, W. (2010). Multivariate Data Analysis. London: Pearson Education.
  32. Han, A., & Kwon, K. (2018). Students’ perception of extracurricular activities: A case study. Journal of Advances in Education Research, 3(3). https://doi.org/10.22606/jaer.2018.33002
  33. Hassan, S., Shamsudin, M. F., & Mustapha, I. (2019). The effect of service quality and corporate image on student satisfaction and loyalty in TVET higher learning institutes (HLIs). Journal of Technical Education and Training, 11(4), 77-85.
  34. Hewitt, R. (2020). Demand for higher education to 2035. Higher Education Policy Institute. https://www.hepi.ac.uk/wp-content/uploads/2020/10/Demand-for-Higher-Education-to-2035_HEPI-Report-134_FINAL.pdf
  35. Hill, M., & Kathryn, E. (2010). The impact of physical classroom enviroment on student satisfaction and student evaluation. Academy of Educational Leadership Journal, 14(1), 15–20. http://digitalcommons.kennesaw.edu/facpubs
  36. Hsu, S. H. (2008). Developing an index for online customer satisfaction: Adaptation of American customer satisfaction index. Expert Systems with Applications, 34(4), 3033–3042. https://doi.org/10.1016/j.eswa.2007.06.036
  37. Ibrahim, M. Z., Rahman, M. N. A., & Yasin, R. M. (2012). Assessing students perceptions of service quality in technical educational and vocational training (TEVT) institution in Malaysia. Procedia Social and Behavioral Sciences, 56(Ictlhe), 272–283. https://doi.org/10.1016/j.sbspro.2012.09.655
  38. Indonesian Ministry of Higher Education and Culture (2020). Statistik Pendidikan Tinggi (Higher Education Statistic). PDDikti Kemendikbud, 5, 81–85. https://pddikti.kemdikbud.go.id/publikasi
  39. Ishak, N. A., & Abdulahsani, S. I. (2018). The students’ satisfaction towards school facilities at tahfiz schools. In 3rd Undergraduate Seminar on Built Environment and Technology 2018 (USBET2018), September 2018, Universiti Teknologi Mara Perak Branch. https://icrp2018.wixsite.com/icrp18
  40. Ji, Y. (2021). Use of virtual reality technology in animation course teaching. International Journal of Emerging Technologies in Learning (iJET), 16(17), 191-208. https://www.learntechlib.org/p/220063/
  41. Jupiter, H., Othman, I. W., Mohd Suki, N., Yusoff, M. S., Awang, H., & Razak, R. A. (2017). Factors influencing international student's decision in choosing study destination abroad. Labuan E-Journal of Muamalat and Society (LJMS), 11, 86–97. https://doi.org/10.51200/ljms.v11i.728
  42. Kaban, L. M., & Augustinus, D. C. (2022). Student satisfaction with placement for internship in management study program. Journal of Accounting and Management Innovation, 6(2), 219-226. http://dx.doi.org/10.19166/jam.v6i2.579
  43. Kanwar, A., & Sanjeeva, M. (2022). Student satisfaction survey: A key for quality improvement in the higher education institution. Journal of Innovation and Entrepreneurship, 11(1), 1-10. https://doi.org/10.1186/s13731-022-00196-6
  44. Kärnä, S., & Julin, P. (2015). A framework for measuring student and staff satisfaction with university campus facilities. Quality Assurance in Education, 23(1), 47-66. https://doi.org/10.1108/QAE-10-2013-0041
  45. Kim, J., Lee, S., Lee, J., & Kang, S. (2021). Performance evaluation for the outsourcing of military base management services in the Republic of Korea using SERVQUAL and IPA. Quality and Quantity, 55(4), 1497–1512. https://doi.org/10.1007/s11135-020-01070-x
  46. Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality, 19(3), 308–331. https://doi.org/10.1108/09604520910955320
  47. Latif, K. F., Latif, I., Sahibzada, U. F., & Ullah, M. (2017). Total quality management & business excellence in search of quality: Measuring higher education service quality (HiEduQual). Total Qual. Manag. Bus. Excell, 3363, 0-24. https://doi.org/10.1080/14783363.2017.1338133
  48. Le, T. M. H., Nguyen, V. K. L., Nguyen, T. S., Oanh Le, T. H., & Duong, T. N. M. (2021). Assessment of students’ satisfaction of facility service quality in private universities. Universal Journal of Educational Research, 9(5), 974–983. https://doi.org/10.13189/ujer.2021.090510
  49. Li, W. W. (2018). Research on the innovative development mode of quality education of college students based on the perspective of human resource management. Kuram ve Uygulamada Egitim Bilimleri, 18(5), 2447–2454. https://doi.org/10.12738/estp.2018.5.144
  50. Liu, Y., Traiwannakij, S., Shi, Y., & Xu, S. (2023, April). A study of intern student satisfaction in Eastern China: The case of Dadehang 4s Automobile Ltd., Qingdao, Shandong Province. In International Conference on Education, Humanities, and Management (ICEHUM 2022) (pp. 204-218). Atlantis Press. https://doi.org/10.2991/978-2-38476-040-4
  51. Mahapatra, S. S., & Khan, M. S. (2007). A neural network approach for assessing quality in technical education: An empirical study. International Journal of Productivity and Quality Management, 2(3), 287–306. https://doi.org/10.1504/IJPQM.2007.012451
  52. Mahmood, H. K., Hashmi, M. S., Shoaib, D. M., Danish, R., & Abbas, J. (2014). Impact of TQM practices on motivation of teachers in secondary schools empirical evidence from Pakistan. Journal of Basic and Applied Scientific Research, 4(6), 1-8.
  53. Mao, M., & James, P. (2020). Evaluating customer satisfaction using the ACSI model in a themed restaurant in Bangkok. Business Management and Strategy, 11(1), 55. https://doi.org/10.5296/bms.v11i1.16546
  54. Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77-79. https://doi.org/10.1177/002224297704100112
  55. Mattah, P. A. D., Kwarteng, A. J., & Mensah, J. (2018). Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana. Higher Education Evaluation and Development, 12(1), 36–52. https://doi.org/10.1108/heed-10-2017-0006
  56. Morgeson, F. V., Hult, G. T. M., Sharma, U., & Fornell, C. (2023). The American Customer Satisfaction Index (ACSI): A sample dataset and description. Data in Brief, 48, 109123. https://doi.org/10.1016/j.dib.2023.109123
  57. Muscalu, E., & Dumitrascu, O. (2014). Determination of students’ satisfaction regarding extracurricular activities conducted in the university: Comparative study Romania-Germany. Procedia Economics and Finance, 16(May), 568–574. https://doi.org/10.1016/s2212-5671(14)00841-7
  58. Musselin, C. (2018). New forms of competition in higher education. Socio-Economic Review, 16(3), 657–683. https://doi.org/10.1093/SER/MWY033
  59. Mwiya, B., Bwalya, J., Siachinji, B., Sikombe, S., Chanda, H., & Chawala, M. (2017). Higher education quality and student satisfaction nexus: Evidence from Zambia. Creative Education, 08(7), 1044–1068. https://doi.org/10.4236/ce.2017.87076
  60. Napitupulu, D., Rahim, R., Abdullah, D., Setiawan, M. I., Abdillah, L. A., Ahmar, A. S., Simarmata, J., Hidayat, R., Nurdiyanto, H., & Pranolo, A. (2018). Analysis of student satisfaction toward quality of service facility. Journal of Physics: Conference Series, 954(1). https://doi.org/10.1088/1742-6596/954/1/012019
  61. Neary, M. (2016). Teaching Excellence Framework: A critical response and an alternative future. Journal of Contemporary European Research, 12(3), 690-695.
  62. Noor, L. K., & Tanzil, F. F. (2020). The effect of service quality education academic and facilities student satisfaction. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(2), 140–150. https://doi.org/10.29040/ijebar.v4i02.1047
  63. Nugraha, N., Selamat, S., & Iriani, J. (2019, March). Importance of performance analysis and potential gain in customer value’s of service quality in hospitals. In Social and Humaniora Research Symposium (SoRes 2018) (pp. 503-507), Atlantis Press. https://doi.org/10.2991/sores-18.2019.116
  64. O’Neill, M. A., & Palmer, A. (2004). Importance-performance analysis: A useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, 12(1), 39–52. https://doi.org/10.1108/09684880410517423
  65. Pai, F. Y., Yeh, T. M., & Tang, C. Y. (2018). Classifying restaurant service quality attributes by using Kano model and IPA approach. Total Quality Management and Business Excellence, 29(3–4), 301–328. https://doi.org/10.1080/14783363.2016.1184082
  66. Parasuraman, A. (1997). Reflections on gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 25, 154-161. https://doi.org/10.1007/BF02894351
  67. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 62(1), 12–40.
  68. Qureshi, F. H., Khawaja, S., & Zia, T. (2021). Conceptualisation of student satisfaction in the context of UK higher education. International Journal of Business Marketing and Management (IJBMM), 6(12), 60-81.
  69. Rafik, A., & Priyono, A. (2018). A new insight into alumni satisfaction model for Islamic higher education institutions (IHEI). Management Research Review, 41(12), 1411–1437. https://doi.org/10.1108/MRR-01-2017-0005
  70. Ramseook-Munhurrun, P., Naidoo, P., & Nundlall, P. (2010). A proposed model for measuring service quality in secondary education. International Journal of Quality and Service Sciences, 2(3), 335–351. https://doi.org/10.1108/17566691011090062
  71. Rizos, S., Sfakianaki, E., & Kakouris, A. (2022). Quality of Administrative Services in Higher Education. European Journal of Educational Management, 5(2), 115–128. https://doi.org/10.12973/eujem.5.2.115
  72. Sapri, M., & Finch, E. (2009). Factors that influence student’s level of satisfaction with regards to higher educational facilities services. Malaysian Journal of Real Estate, 4(1), 34–51.
  73. Senthilkumar, N., & Arulraj, A. (2011). SQM-HEI – determination of service quality measurement of higher education in India. Journal of Modelling in Management, 6(1), 60–78. https://doi.org/10.1108/17465661111112502
  74. Serenko, A. (2011). Student satisfaction with Canadian music programmes: The application of the American customer satisfaction model in higher education. Assessment & Evaluation in Higher Education, 36(3), 281-299. https://doi.org/10.1080/02602930903337612
  75. Serhan, C., Tsangari, H., Sanchez Bengoa, D., & Mekdessi, S. (2016). Fresh graduates’ retention: A review of literature. IOSR Journal of Business and Management, 18(2), 51-64. https://doi.org/10.9790/487X-18225164
  76. Setiawan, B. (2014). Customer satisfaction index model on three level of socioeconomic status in Bogor case study: Customer satisfaction on branded cooking oil product. ASEAN Marketing Journal, 6(1), 15–24. https://doi.org/10.21002/amj.v6i1.3609
  77. Sever, I. (2015). Importance-performance analysis: A valid management tool? Tourism Management, 48, 43–53. https://doi.org/10.1016/j.tourman.2014.10.022
  78. Shi, Y. (2020, September). Analysis on the integrity issues of college students’ WeChat business entrepreneurship from the perspective of game theory. In 5th International Conference on Contemporary Education, Social Sciences and Humanities-Philosophy of Being Human as the Core of Interdisciplinary Research (ICCESSH 2020) (pp. 262-266), Atlantis Press. https://doi.org/10.2991/assehr.k.200901.051
  79. Silva, D. S., Moraes, G. H. S. M. de, Makiya, I. K., & Cesar, F. I. G. (2017). Measurement of perceived service quality in higher education institutions: A review of HEdPERF scale use. Quality Assurance in Education, 25(4), 415–439. https://doi.org/10.1108/QAE-10-2016-0058
  80. Singh, J., & Singh, H. (2015). Continuous improvement philosophy – literature review and directions. Benchmarking, 22(1), 75–119. https://doi.org/10.1108/BIJ-06-2012-0038
  81. Sitanggang, N., Luthan, P. L. A., & Abdul Hamid, K. (2021). Relationship between total personal quality, service quality and student satisfaction on higher education system. International Journal of Instruction, 14(4), 357–372. https://doi.org/10.29333/iji.2021.14421a
  82. Sohail, M. S., & Hasan, M. (2021). Students’ perceptions of service quality in Saudi universities: The SERVPERF model. Learning and Teaching in Higher Education: Gulf Perspectives, 17(1), 54–66. https://doi.org/10.1108/LTHE-08-2020-0016
  83. Solehuddin, H. M. (2023). Pendidikan tinggi dan prospek perekonomian nasional di tengah ketidakpastian global. Ksa.Upi.Edu, 1–13. https://ksa.upi.edu/wp-content/uploads/2023/02/Bahan-Policy-paper-UPI-di-DPR-draftfinal.pdf
  84. Sultan, P., & Yin Wong, H. (2010). Service quality in higher education–A review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259-272. https://doi.org/10.1108/17566691011057393
  85. Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258. https://doi.org/10.1108/QAE-06-2014-0028
  86. Trivellas, P., & Dargenidou, D. (2009). Organisational culture, job satisfaction and higher education service quality: The case of Technological Educational Institute of Larissa. TQM Journal, 21(4), 382–399. https://doi.org/10.1108/17542730910965083
  87. Truong, H. Van, P. C. H., & Vo, N. H. (2016). Service quality and students level of satisfaction in private colleges in Vietnam. International Journal of Financial Research, 7(3), 121-128. https://doi.org/10.5430/ijfr.v7n3p121
  88. Twaissi, N. M., & Al-Kilani, M. H. (2015). The impact of perceived service quality on students’ intentions in higher education in a Jordanian Governmental University. International Business Research, 8(5), 81–92. https://doi.org/10.5539/ibr.v8n5p81
  89. UNESCO (2022). Higher education figures at a glance. UNESCO World Higher Education Conference 2022, 6.
  90. Wahyudin, M., Chen, C. C., Yuliando, H., Mujahidah, N., & Tsai, K. M. (2023). Importance–performance and potential gain of food delivery apps: In view of the restaurant partner perspective. British Food Journal, (ahead-of-print). https://doi.org/10.1108/BFJ-11-2022-1003
  91. Wang, X., Hassan, A. B., Pyng, H. S., & Ye, H. (2023). Development and empirical study of international student satisfaction model of online course learning interaction in chinese universities. Education and Information Technologies, 1-27. https://doi.org/10.1007/s10639-023-11752-2
  92. Wijaya, N. Q., Ainun, M. B., & Arfiyanto, D. (2023). Level of student satisfaction with facilities education with tuition as a moderation variable. Journal of Social Research, 2(4), 1263-1271. https://doi.org/10.55324/josr.v2i4.797
  93. Wong, K. L., Ong, S. F., & Kuek, T. Y. (2012). Constructing a survey questionnaire to collect data on service quality of business academics. European Journal of Social Sciences, 29(2), 209–221.
  94. Wong, W. H., & Chapman, E. (2023). Student satisfaction and interaction in higher education. Higher Education, 85(5), 957–978. https://doi.org/10.1007/s10734-022-00874-0
  95. Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139–153. https://doi.org/10.1007/BF02894350