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Effect of service quality and motivation on the consumption behavior of students in the academic services

International Journal of Evaluation and Research in Education (IJERE) · Vol. 10 No. 1 (2021) · hlm. 86–96

DOI
10.11591/ijere.v10i1.20794
ISSN
2620-5440, 2252-8822
Terbit
2021-03-01
Penerbit
Institute of Advanced Engineering and Science
Bahasa
eng
Lisensi
creativecommons.org/licenses/by-nc/4.0

Abstrak

This study aimed to determine the effect of service quality and motivation to the consumption behavior of students in utilizing academic services. This research involved 87 students of Economic Education Study Program in University of Jambi, Indonesia. The data were analyzed using structural equation modeling with partial least squares technique (SEM-PLS). Student consumption behavior is an illustration of the level of satisfaction in utilizing academic services provided by universities. Satisfaction with academic services is a measure of the success of higher education performance in providing education. A good indicator of consumer behavior variables, namely making the University of Jambi academic services the best choice and choosing them as institutions of higher education to meet learning needs on an ongoing basis. The quality of academic services is shown by indicators of the reliability of officers in providing academic services, accuracy in the delivery of information, responsiveness in responding to complaints and student requests and harmonization of service relationships between officers and students. While consumption motivation is indicated by an indicator of trust in the services consumed it will facilitate the completion of academic affairs and the existence of attractive offers from higher education institutions. The quality of academic services has a significant effect on consumer behavior of students. Moreover, the consumption motivation variable is proven to be a significant mediator on the effect of service quality on student’s consumption behavior.

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Dona SarianiAfiliasi tidak diketahui12
Budi WaluyoWalailak University4
Darmawan SaptadiAfiliasi tidak diketahui3
Prakit SomtaAfiliasi tidak diketahui2
Arifin Noor SugihartoAfiliasi tidak diketahui2
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Sumber metadata: OAI-PMH (metadata jurnal) http://ijere.iaescore.com/index.php/IJERE/oai, pertama di-harvest 8 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">Effect of service quality and motivation on the consumption behavior of students in the academic services</dc:title>
	<dc:creator>Kuswanto, Kuswanto</dc:creator>
	<dc:creator>Anderson, Irzal</dc:creator>
	<dc:subject xml:lang="en-US">Consumer behavior; Consumption motivation; Service quality</dc:subject>
	<dc:description xml:lang="en-US">This study aimed to determine the effect of service quality and motivation to the consumption behavior of students in utilizing academic services. This research involved 87 students of Economic Education Study Program in University of Jambi, Indonesia. The data were analyzed using structural equation modeling with partial least squares technique (SEM-PLS). Student consumption behavior is an illustration of the level of satisfaction in utilizing academic services provided by universities. Satisfaction with academic services is a measure of the success of higher education performance in providing education. A good indicator of consumer behavior variables, namely making the University of Jambi academic services the best choice and choosing them as institutions of higher education to meet learning needs on an ongoing basis. The quality of academic services is shown by indicators of the reliability of officers in providing academic services, accuracy in the delivery of information, responsiveness in responding to complaints and student requests and harmonization of service relationships between officers and students. While consumption motivation is indicated by an indicator of trust in the services consumed it will facilitate the completion of academic affairs and the existence of attractive offers from higher education institutions. The quality of academic services has a significant effect on consumer behavior of students. Moreover, the consumption motivation variable is proven to be a significant mediator on the effect of service quality on student’s consumption behavior.</dc:description>
	<dc:publisher xml:lang="en-US">Institute of Advanced Engineering and Science</dc:publisher>
	<dc:contributor xml:lang="en-US">Faculty of Teacher Training and Education, University of Jambi</dc:contributor>
	<dc:date>2021-03-01</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US"></dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ijere.iaescore.com/index.php/IJERE/article/view/20794</dc:identifier>
	<dc:identifier>10.11591/ijere.v10i1.20794</dc:identifier>
	<dc:source xml:lang="en-US">International Journal of Evaluation and Research in Education (IJERE); Vol 10, No 1: March 2021; 86-96</dc:source>
	<dc:source>2620-5440</dc:source>
	<dc:source>2252-8822</dc:source>
	<dc:source>10.11591/ijere.v10i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ijere.iaescore.com/index.php/IJERE/article/view/20794/13094</dc:relation>
	<dc:relation>https://ijere.iaescore.com/index.php/IJERE/article/downloadSuppFile/20794/2954</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2020 Institute of Advanced Engineering and Science</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-nc/4.0</dc:rights>
</oai_dc:dc>