Main Article Content
Abstract
This research explored the importance of university social responsibility (USR) as an implemented strategy for improving service quality and student satisfaction. Specifically, it sought to investigate the impact of USR on student satisfaction through the mediating factor of service quality. The population comprised all students of the Economics and Business Faculty at Universitas Sebelas Maret (UNS) Surakarta, a state institute. The samples were drawn from students in their fifth semester and beyond, as these students were believed to have a deeper knowledge of the USR activities conducted by the institution, compared to those in their first semester. The variables used are: (1) USR application as the independent variable, (2) service quality as the mediating variable, and (3) student satisfaction as the dependent variable. The data collection started with preparing the tools and information to estimate all the included variables. The questionnaire was made using Google Docs, and a related link was generated for distribution. The respondents then completed the questionnaire, and the data were gathered in a database, and later downloaded in Excel or another format, depending on the statistical analysis tool used. Path analysis was done to test the hypotheses using the WarpPLS 8.0 statistical tool. The results indicated that service quality mediated the USR effect on student satisfaction. Notably, the coefficient values revealed that the indirect USR effect on student satisfaction, through service quality, was stronger than the direct effect. While some prior models have researched the relationship between corporate social responsibility (CSR) and consumer satisfaction, this study applies the concept of USR in education, using a distinct set of measurements.
Keywords
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References
- Adams, J.S. (1965). Inequity in Social Exchange in Advances in Experimental. Social Psychology. Vol. 2, ed. Leonard Berkowitz, New York: Academic Press, pp. 267-299.
- Adel, Heba Mohamed, Ghada Aly Zeinhom, Raghda Abulsaoud Ahmed Y. (2021). From university social-responsibility to social-innovation strategy for quality accreditation and sustainable competitive advantage during COVID-19 pandemic. Journal of Humanities and Applied Social Sciences. DOI 10.1108/JHASS-04-2021-0086.
- Aguinis, H., & Glavas, A. (2012). What we know and don’t know about corporate social responsibility. Journal of Management, 38(4), 932-968. https://doi.org/10.1177/0149206311436079
- ALAM, Mohammad Manjur, Md. ALAUDDIN, Mohd Yasin SHARIF, Evana Nusrat DOOTY, Syed Md. Hasib AHSAN, Mustafa Manir C. (2021). Students’ Satisfaction and University Reputation through Service Quality in Private Higher Educational Institutions in Banglades. Journal of Asian Finance, Economics and Business 8(9), pp. 0091–0100.
- Alghamdi, Abdulelah A. (2022). University social responsibility under the influence of societal changes: Students’ satisfaction and quality of services in Saudi Arabia. Front Psychol.13, p. 976192.
- Anderson, E.W., Fornell, C. & Lehman, D.R. (1994). Customer satisfaction, Market share and profitability. Findings from Sweden. Journal of Marketing 58, p. 53 – 66.
- Annamdevula, S. and Bellamkonda, R.S. (2016). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: development of HiEduQual”, Journal of Modelling in Management, 11(2), pp. 488-517.
- Asemah, Ezekiel S., Okpanachi, Ruth A., Olumuji, Emmanuel O. (2013). Universities and Corporate Social Responsibility Performance: An Implosion of the Reality. African Research Review: An International Multidisciplinary Journal, Ethiopia 7(4), pp. 195-224.
- Azoury, N., Daou, L., El Khoury, C. (2014). University image and its relationship to student satisfaction- case of the Middle Eastern private business schools. International Strategic Management Review 2, pp. 1–8.
- Chandra, T., Martha Ng, Chandra, S., Priyono. (2018). The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study. Journal of Social Studies Education Research, 9 (3), 109-131.
- Chandra, T., Hafni, L., Chandra, S., Winardi, I., Chandra, J. (2020). Effect of Student Service Quality and University Image on Student Satisfaction, Loyalty, and Motivation. Revista Argentina de Clínica Psicológica, 29(3, pp. 789-798. DOI: 10.24205/03276716.2020.778.
- Darawong, C. and Sandmaung, M. (2019). Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective. Journal of Marketing for Higher Education 29(2), pp. 268-283 DOI: 10.1080/08841241.2019.1647483.
- Erevelles, S. & Leavitt, C. (1992). A Comparison of Current Models of Consumer Satisfaction / Dissatisfaction. Journal of Consumer Satisfaction /Dissatisfaction and Complaining Behavior 5, pp. 104-114.
- Esfijani, A., Hussain, F. and Chang, E. (2013). University social responsibility ontology. International Journal of Engineering Intelligent Systems, 21(4), pp. 271-281.
- Freeman, R.E. (1984). Strategic Management: A Stakeholder Approach. Cambridge: Cambridge University Press UK.
- Garnjost, P,, and Lawter, L. (2019). Undergraduates’ satisfaction and perceptions of learning outcomes across teacher- and learner-focused pedagogies. The International Journal of Management Education 17, pp. 267–275.
- Gallardo-Vazquez, Dolores, Jose Antonio Folgado-Fernandez, Francisco Hipolito-Ojalvo, and Luis Enrique V. (2020). Social Responsibility Attitudes and Behaviors' Influence on University Students' Satisfaction. Social Science 9(8), pp. 1-21, doi:10.3390/socsci9020008.
- Gunawan, Juniati and SeTin (2019). The Development of Corporate Social Responsibility in Accounting Research: Evidence from Indonesia”, Social Responsibility Journal 15(5), pp. 671-688.
- Hai, N.C. (2022). Factors affecting student satisfaction with higher education service quality in Vietnam. European Journal of Educational Research 11(1), pp. 339-351. https://doi.org/10.12973/eu-jer.11.1.339.
- Hasan, H.A.S., Ilias, A., Rahman, R.A., Razak, M.Z.A. (2008). Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions International Business Research, 1 (3) 163-175.
- Hassan, Sallaudin and Mohd Farid Shamsudin (2019). Measuring the Effect of Service Quality and Corporate Image on Student Satisfaction and Loyalty in Higher Learning Institute of Technical and Vocational Education and Training. International Journal of Engineering and Advanced Technology 8(5C). DOI:10.35940/ijeat.E1077.0585C19.
- Helgesen, O. & Nesset, E. (2007). What accounts for students’ loyalty? Some field study evidence. International Journal of Educational Management 21(2), pp. 126 – 143.
- Henseler, J., CM Ringle and M Sarstedt (2012). Using Partial Least Squares Path Modeling in Advertising Research: Basic Concepts and Recent Issues. In: Handbook of Research on International Advertising, Okazaki, S. (Ed.). Edward Elgar, Massachuset, ISBN-13: 9781781001042.
- Hoyer, W.D. and MacInnis, D.J. (2008), Consumer Behavior, Business & Economics. Cengage Learning. ISBN: 0547079923, 9780547079929.
- Kalra, P. (2024). Corporate Social Responsibility and Stakeholder Theory: An Integrated Review. Journal of Management & Entrepreneurship, Vol. 18, No.1(II), January –March.
- Latif, Khawaja Fawad, Louise Bunce, and Muhammad Shakil Ahmad (2021). How can universities improve student loyalty? The roles of university social responsibility, service quality, and “customer” satisfaction and trust. International Journal of Educational Management. DOI 10.1108/IJEM-11-2020-0524.
- Latif, K. F., Tariq, R., Muneeb, D., Sahibzada, U. F., & Ahmad, S. (2022). University Social Responsibility and performance: the role of service quality, reputation, student satisfaction and trust. Journal of Marketing for Higher Education, 34(2), 967–991. https://doi.org/10.1080/08841241.2022.2139791.
- Lyon, T. P., & Maxwell, J. W. (2007). Corporate social responsibility and the environment: A theoretical perspective. Review of Environmental Economics and Policy, 2(2), 240-260. https://doi.org/10.1093/reep/rem021
- Marques, Gina Santos, Carla Susana, Elsa Justino, Luís Mendes (2020). Understanding social responsibility’s influence on service quality and student satisfaction in higher education. Journal of Cleaner Production 256, p.120597.
- Muthoni D. N., & Irechukwu N. E. (2023). Stakeholder Management Practices and Customer Satisfaction in the Public Sector in Rwanda: A Case of Rwanda Water and Sanitation Corporation. Journal of Strategic Management. Vol 7(2) pp. 111-130. https://doi.org/10.53819/81018102t2141
- Napitupulu, D., Rahim, R., Abdullah, D., Setiawan, M.I., Abdillah, L.A., Ahmar, A.S., Simarmatak, J., Hidayah, R., Nurdiyanto, H., Pranolo, A. (2018). Analysis of Student Satisfaction Toward Quality of Service Facility. IOP Conf. Series: Journal of Physics: Conf. Series 954, 012019. DOI:10.1088/1742-6596/954/1/012019.
- Nawarini, Alisa Tri, Pramono Hari Adi (2022). Determinants of Student’s Satisfaction on Higher Education Institution in Purwokerto (Study at Universitas Jenderal Soedirman). ICBAE 2022, August 10-11, Purwokerto, Indonesia.
- Nguyen, Nha, and Gaston Leblanc (2001). Corporate Image and Corporate Reputation in Customers' Retention Decisions in Services. Journal of Retailing and Consumer Services 8(4), pp. 227-236. DOI:10.1016/S0969-6989(00)00029-1.
- Nicolescu, L. (2009). Applying Marketing to Higher Education: Scope and Limits. Man. & Mark. 4(2), pp. 35-44.
- Oliver, Richard L. and DeSarbo, Wayne S. (1988). Response Determinants in Satisfaction Judgments. Journal of Consumer Research 14(4), pp. 495-507.
- Oliver, Richard L. and Swan, John E. (1989). Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction. Journal of Consumer Research, 16(3), pp. 372-383.
- Osman, A.R. and Saputra R.S. (2019). A pragmatic model of student satisfaction: a viewpoint of private higher education. Quality Assurance in Education 27(2), pp. 142-165. DOI 10.1108/QAE-05-2017-0019.
- Panjaitan, P. (2013). Pengaruh Kompetensi Guru terhadap kepuasan siswa (studi kasus pada SMA Negeri 2 Tebing Tinggi). Jurnal Ilmiah Business Progress 1(01), pp. 43-49.
- Parsons, Amy (2014). Literature Review on Social Responsibility in Higher Education. Occasional Paper Number 2, UNESCO Chair for Community Based Research and Social Responsibility in Higher Education, July 30.
- Pedro, E., Luis Mendes, L., Lourenço, L. (2018). Perceived Service Quality and Students’ Satisfaction in Higher Education: The Influence of Teaching Methods. International Journal for Quality Research 12(1), pp. 165–192.
- Plungpongpan, J., Tiangsoongnern, L. and Speece, M. (2016). University social responsibility and brand image of private universities in Bangkok. International Journal of Educational Management 30(4). https://doi.org/10.1108/IJEM-10-2014-0136.
- Purwandani, D., Sutarsih, C. and Sururi (2020). Pengaruh Mutu Layanan Sarana dan Prasarana terhadap Kepuasan Mahasiswa di Fakultas Pendidikan Teknologi dan Kejuruan Universitas Pendidikan Indonesia. Jurnal Tata Kelola Pendidikan 1(1): 80-90.
- Rahmawati, Aprilia, Pramasterina, Beltien Hanny, dan Setiawan, Doddy (2020). Analisis Metode Penelitian pada Bidang CSR di Indonesia. Jurnal Aplikasi Manajemen dan Bisnis 6(2), pp. 241-257.
- Sopiatin, P. (2010). Manajemen Belajar Berbasis Kepuasan Siswa. Bogor: Ghalia Indonesia.
- Sunardi (2019). University Social Responsibility, University Image, and Higher Education Performance. Indonesian Management and Accounting Research 18(1). http://www.trijurnal.lemlit.trisakti.ac.id/index.php/imar.
- Sung Minjung & Yang Sung-Un (2008). Toward the Model of University Image: The Influence of Brand Personality, External Prestige, and Reputation. Journal of Public Relations Research 20(4), pp. 357–376.
- Supriyanto, A., Burhanuddin , B., Sunarni, S., Rochmawati, R., Ratri, D.K., Sugema, S., Naufal, A. (2024). Academic service quality, student satisfaction and loyalty: a study at higher education legal entities in Indonesia. The TQM Journal, ISBN 1754-2731. DOI 10.1108/TQM-10-2023-0334.
- Suranta, S. and Rahmawati, R. (2023). The role of higher education image and service quality on the effect of university social responsibility (USR) on student loyalty in Indonesia. Journal of Applied Research in Higher Education, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JARHE-11-2022-0338.
- Stankovska, G., Ziberi, F. & Dimitrovski, D. 2024. Service Quality and Student Satisfaction in Higher Education, BCES Conference Books, 2024, Volume 22.
- Tetrevová, L., and Sabolová, S. (2010). University Stakeholder Management And University Social Responsibility. Wseas Transactions On Advances In Engineering Education, Issue 7, Volume 7.
- Ugboma, C., Ogwude, I.C., Ugboma, O. and Nnadi, K. (2007). Service quality and satisfaction measurements in Nigerian ports: an exploration. Maritime Policy and Management, 34(4), pp. 331-346.
- Usman, Umar & Mokhtar, Mohd Sany Sanuri (2016). Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria. International Business Management 10(12), pp. 2490-2502.
- Vallaeys, François, Cruz, Cristina de la, and Sasia, Pedro, M. (2009). Responsabilidad Social Universitaria: Manual de Primeros Pasos. McGraw-Hill Interamericana Editores, S.A. de C.V. Mexico.
- Vasilescu, Ruxandra, Barna, Cristina, Epure, Manuela and Baicu, Claudia (2010). Developing university social responsibility: A model for the challenges of the new civil societ. Procedia: Social and Behavioral Sciences 2, pp. 4177–4182.
- Vázquez, J.L., Aza, C.L., & Lanero, A. (2016). University social responsibility as antecedent of students’ satisfaction. International Review on Public and Nonprofit Marketing, 13(2), pp. 137–149. doi:10.1007/s12208-016-0157-8.
- Wigmore-Álvarez, A., Ruiz-Lozano, M., Fernández-Fernández, L. (2020). Management of University Social Responsibility in business schools. An exploratory study. The International Journal of Management Education 18, p. 100382.
- Yuan, H., Qian, Y. and Zhuo, F. (2010). Modeling structure of customer satisfaction with service recovery. In 2010 International Conference on Service Quality, p. 292.
- Zammuto, R.F., Keaveney, S.M. & O’connor, E.J. (1996). Rethinking student services: assessing and improving service quality. Journal of Marketing in Higher Education 7(1), pp. 45-69.
- Zeithaml, V. (1987). Defining and relating price, perceived quality and perceived value. Cambridge MA: Marketing Science Institute.
References
Adams, J.S. (1965). Inequity in Social Exchange in Advances in Experimental. Social Psychology. Vol. 2, ed. Leonard Berkowitz, New York: Academic Press, pp. 267-299.
Adel, Heba Mohamed, Ghada Aly Zeinhom, Raghda Abulsaoud Ahmed Y. (2021). From university social-responsibility to social-innovation strategy for quality accreditation and sustainable competitive advantage during COVID-19 pandemic. Journal of Humanities and Applied Social Sciences. DOI 10.1108/JHASS-04-2021-0086.
Aguinis, H., & Glavas, A. (2012). What we know and don’t know about corporate social responsibility. Journal of Management, 38(4), 932-968. https://doi.org/10.1177/0149206311436079
ALAM, Mohammad Manjur, Md. ALAUDDIN, Mohd Yasin SHARIF, Evana Nusrat DOOTY, Syed Md. Hasib AHSAN, Mustafa Manir C. (2021). Students’ Satisfaction and University Reputation through Service Quality in Private Higher Educational Institutions in Banglades. Journal of Asian Finance, Economics and Business 8(9), pp. 0091–0100.
Alghamdi, Abdulelah A. (2022). University social responsibility under the influence of societal changes: Students’ satisfaction and quality of services in Saudi Arabia. Front Psychol.13, p. 976192.
Anderson, E.W., Fornell, C. & Lehman, D.R. (1994). Customer satisfaction, Market share and profitability. Findings from Sweden. Journal of Marketing 58, p. 53 – 66.
Annamdevula, S. and Bellamkonda, R.S. (2016). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: development of HiEduQual”, Journal of Modelling in Management, 11(2), pp. 488-517.
Asemah, Ezekiel S., Okpanachi, Ruth A., Olumuji, Emmanuel O. (2013). Universities and Corporate Social Responsibility Performance: An Implosion of the Reality. African Research Review: An International Multidisciplinary Journal, Ethiopia 7(4), pp. 195-224.
Azoury, N., Daou, L., El Khoury, C. (2014). University image and its relationship to student satisfaction- case of the Middle Eastern private business schools. International Strategic Management Review 2, pp. 1–8.
Chandra, T., Martha Ng, Chandra, S., Priyono. (2018). The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study. Journal of Social Studies Education Research, 9 (3), 109-131.
Chandra, T., Hafni, L., Chandra, S., Winardi, I., Chandra, J. (2020). Effect of Student Service Quality and University Image on Student Satisfaction, Loyalty, and Motivation. Revista Argentina de Clínica Psicológica, 29(3, pp. 789-798. DOI: 10.24205/03276716.2020.778.
Darawong, C. and Sandmaung, M. (2019). Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective. Journal of Marketing for Higher Education 29(2), pp. 268-283 DOI: 10.1080/08841241.2019.1647483.
Erevelles, S. & Leavitt, C. (1992). A Comparison of Current Models of Consumer Satisfaction / Dissatisfaction. Journal of Consumer Satisfaction /Dissatisfaction and Complaining Behavior 5, pp. 104-114.
Esfijani, A., Hussain, F. and Chang, E. (2013). University social responsibility ontology. International Journal of Engineering Intelligent Systems, 21(4), pp. 271-281.
Freeman, R.E. (1984). Strategic Management: A Stakeholder Approach. Cambridge: Cambridge University Press UK.
Garnjost, P,, and Lawter, L. (2019). Undergraduates’ satisfaction and perceptions of learning outcomes across teacher- and learner-focused pedagogies. The International Journal of Management Education 17, pp. 267–275.
Gallardo-Vazquez, Dolores, Jose Antonio Folgado-Fernandez, Francisco Hipolito-Ojalvo, and Luis Enrique V. (2020). Social Responsibility Attitudes and Behaviors' Influence on University Students' Satisfaction. Social Science 9(8), pp. 1-21, doi:10.3390/socsci9020008.
Gunawan, Juniati and SeTin (2019). The Development of Corporate Social Responsibility in Accounting Research: Evidence from Indonesia”, Social Responsibility Journal 15(5), pp. 671-688.
Hai, N.C. (2022). Factors affecting student satisfaction with higher education service quality in Vietnam. European Journal of Educational Research 11(1), pp. 339-351. https://doi.org/10.12973/eu-jer.11.1.339.
Hasan, H.A.S., Ilias, A., Rahman, R.A., Razak, M.Z.A. (2008). Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions International Business Research, 1 (3) 163-175.
Hassan, Sallaudin and Mohd Farid Shamsudin (2019). Measuring the Effect of Service Quality and Corporate Image on Student Satisfaction and Loyalty in Higher Learning Institute of Technical and Vocational Education and Training. International Journal of Engineering and Advanced Technology 8(5C). DOI:10.35940/ijeat.E1077.0585C19.
Helgesen, O. & Nesset, E. (2007). What accounts for students’ loyalty? Some field study evidence. International Journal of Educational Management 21(2), pp. 126 – 143.
Henseler, J., CM Ringle and M Sarstedt (2012). Using Partial Least Squares Path Modeling in Advertising Research: Basic Concepts and Recent Issues. In: Handbook of Research on International Advertising, Okazaki, S. (Ed.). Edward Elgar, Massachuset, ISBN-13: 9781781001042.
Hoyer, W.D. and MacInnis, D.J. (2008), Consumer Behavior, Business & Economics. Cengage Learning. ISBN: 0547079923, 9780547079929.
Kalra, P. (2024). Corporate Social Responsibility and Stakeholder Theory: An Integrated Review. Journal of Management & Entrepreneurship, Vol. 18, No.1(II), January –March.
Latif, Khawaja Fawad, Louise Bunce, and Muhammad Shakil Ahmad (2021). How can universities improve student loyalty? The roles of university social responsibility, service quality, and “customer” satisfaction and trust. International Journal of Educational Management. DOI 10.1108/IJEM-11-2020-0524.
Latif, K. F., Tariq, R., Muneeb, D., Sahibzada, U. F., & Ahmad, S. (2022). University Social Responsibility and performance: the role of service quality, reputation, student satisfaction and trust. Journal of Marketing for Higher Education, 34(2), 967–991. https://doi.org/10.1080/08841241.2022.2139791.
Lyon, T. P., & Maxwell, J. W. (2007). Corporate social responsibility and the environment: A theoretical perspective. Review of Environmental Economics and Policy, 2(2), 240-260. https://doi.org/10.1093/reep/rem021
Marques, Gina Santos, Carla Susana, Elsa Justino, Luís Mendes (2020). Understanding social responsibility’s influence on service quality and student satisfaction in higher education. Journal of Cleaner Production 256, p.120597.
Muthoni D. N., & Irechukwu N. E. (2023). Stakeholder Management Practices and Customer Satisfaction in the Public Sector in Rwanda: A Case of Rwanda Water and Sanitation Corporation. Journal of Strategic Management. Vol 7(2) pp. 111-130. https://doi.org/10.53819/81018102t2141
Napitupulu, D., Rahim, R., Abdullah, D., Setiawan, M.I., Abdillah, L.A., Ahmar, A.S., Simarmatak, J., Hidayah, R., Nurdiyanto, H., Pranolo, A. (2018). Analysis of Student Satisfaction Toward Quality of Service Facility. IOP Conf. Series: Journal of Physics: Conf. Series 954, 012019. DOI:10.1088/1742-6596/954/1/012019.
Nawarini, Alisa Tri, Pramono Hari Adi (2022). Determinants of Student’s Satisfaction on Higher Education Institution in Purwokerto (Study at Universitas Jenderal Soedirman). ICBAE 2022, August 10-11, Purwokerto, Indonesia.
Nguyen, Nha, and Gaston Leblanc (2001). Corporate Image and Corporate Reputation in Customers' Retention Decisions in Services. Journal of Retailing and Consumer Services 8(4), pp. 227-236. DOI:10.1016/S0969-6989(00)00029-1.
Nicolescu, L. (2009). Applying Marketing to Higher Education: Scope and Limits. Man. & Mark. 4(2), pp. 35-44.
Oliver, Richard L. and DeSarbo, Wayne S. (1988). Response Determinants in Satisfaction Judgments. Journal of Consumer Research 14(4), pp. 495-507.
Oliver, Richard L. and Swan, John E. (1989). Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction. Journal of Consumer Research, 16(3), pp. 372-383.
Osman, A.R. and Saputra R.S. (2019). A pragmatic model of student satisfaction: a viewpoint of private higher education. Quality Assurance in Education 27(2), pp. 142-165. DOI 10.1108/QAE-05-2017-0019.
Panjaitan, P. (2013). Pengaruh Kompetensi Guru terhadap kepuasan siswa (studi kasus pada SMA Negeri 2 Tebing Tinggi). Jurnal Ilmiah Business Progress 1(01), pp. 43-49.
Parsons, Amy (2014). Literature Review on Social Responsibility in Higher Education. Occasional Paper Number 2, UNESCO Chair for Community Based Research and Social Responsibility in Higher Education, July 30.
Pedro, E., Luis Mendes, L., Lourenço, L. (2018). Perceived Service Quality and Students’ Satisfaction in Higher Education: The Influence of Teaching Methods. International Journal for Quality Research 12(1), pp. 165–192.
Plungpongpan, J., Tiangsoongnern, L. and Speece, M. (2016). University social responsibility and brand image of private universities in Bangkok. International Journal of Educational Management 30(4). https://doi.org/10.1108/IJEM-10-2014-0136.
Purwandani, D., Sutarsih, C. and Sururi (2020). Pengaruh Mutu Layanan Sarana dan Prasarana terhadap Kepuasan Mahasiswa di Fakultas Pendidikan Teknologi dan Kejuruan Universitas Pendidikan Indonesia. Jurnal Tata Kelola Pendidikan 1(1): 80-90.
Rahmawati, Aprilia, Pramasterina, Beltien Hanny, dan Setiawan, Doddy (2020). Analisis Metode Penelitian pada Bidang CSR di Indonesia. Jurnal Aplikasi Manajemen dan Bisnis 6(2), pp. 241-257.
Sopiatin, P. (2010). Manajemen Belajar Berbasis Kepuasan Siswa. Bogor: Ghalia Indonesia.
Sunardi (2019). University Social Responsibility, University Image, and Higher Education Performance. Indonesian Management and Accounting Research 18(1). http://www.trijurnal.lemlit.trisakti.ac.id/index.php/imar.
Sung Minjung & Yang Sung-Un (2008). Toward the Model of University Image: The Influence of Brand Personality, External Prestige, and Reputation. Journal of Public Relations Research 20(4), pp. 357–376.
Supriyanto, A., Burhanuddin , B., Sunarni, S., Rochmawati, R., Ratri, D.K., Sugema, S., Naufal, A. (2024). Academic service quality, student satisfaction and loyalty: a study at higher education legal entities in Indonesia. The TQM Journal, ISBN 1754-2731. DOI 10.1108/TQM-10-2023-0334.
Suranta, S. and Rahmawati, R. (2023). The role of higher education image and service quality on the effect of university social responsibility (USR) on student loyalty in Indonesia. Journal of Applied Research in Higher Education, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JARHE-11-2022-0338.
Stankovska, G., Ziberi, F. & Dimitrovski, D. 2024. Service Quality and Student Satisfaction in Higher Education, BCES Conference Books, 2024, Volume 22.
Tetrevová, L., and Sabolová, S. (2010). University Stakeholder Management And University Social Responsibility. Wseas Transactions On Advances In Engineering Education, Issue 7, Volume 7.
Ugboma, C., Ogwude, I.C., Ugboma, O. and Nnadi, K. (2007). Service quality and satisfaction measurements in Nigerian ports: an exploration. Maritime Policy and Management, 34(4), pp. 331-346.
Usman, Umar & Mokhtar, Mohd Sany Sanuri (2016). Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria. International Business Management 10(12), pp. 2490-2502.
Vallaeys, François, Cruz, Cristina de la, and Sasia, Pedro, M. (2009). Responsabilidad Social Universitaria: Manual de Primeros Pasos. McGraw-Hill Interamericana Editores, S.A. de C.V. Mexico.
Vasilescu, Ruxandra, Barna, Cristina, Epure, Manuela and Baicu, Claudia (2010). Developing university social responsibility: A model for the challenges of the new civil societ. Procedia: Social and Behavioral Sciences 2, pp. 4177–4182.
Vázquez, J.L., Aza, C.L., & Lanero, A. (2016). University social responsibility as antecedent of students’ satisfaction. International Review on Public and Nonprofit Marketing, 13(2), pp. 137–149. doi:10.1007/s12208-016-0157-8.
Wigmore-Álvarez, A., Ruiz-Lozano, M., Fernández-Fernández, L. (2020). Management of University Social Responsibility in business schools. An exploratory study. The International Journal of Management Education 18, p. 100382.
Yuan, H., Qian, Y. and Zhuo, F. (2010). Modeling structure of customer satisfaction with service recovery. In 2010 International Conference on Service Quality, p. 292.
Zammuto, R.F., Keaveney, S.M. & O’connor, E.J. (1996). Rethinking student services: assessing and improving service quality. Journal of Marketing in Higher Education 7(1), pp. 45-69.
Zeithaml, V. (1987). Defining and relating price, perceived quality and perceived value. Cambridge MA: Marketing Science Institute.