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Model for Sustainability Improvement of Student Satisfaction Based on Service Quality: Testing the American Customer Satisfaction Model in Higher Education

Dinamika Pendidikan · Vol. 19 No. 1 (2024) · pp. 62–76

DOI
10.15294/dp.v19i1.7995
ISSN
2502-5074, 1907-3720
Published
2024-07-22
Publisher
Economics Education Department Universitas Negeri Semarang
Language
eng

Abstract

This research aims to empirically investigate the antecedents and consequences of student satisfaction with programs provided by higher education institutions and identify service quality attributes that need to be improved. This research uses the American Customer Satisfaction Model (ACSM) as an analytical lens. The unit of analysis in this research concentrates on students who are studying at Semarang City Universities. Partial Least Squares (PLS) estimation is used to test measurement models, estimate the predictive power of theoretical models, and obtain the SSI score. Although student satisfaction is a complex concept, this model has proven to be an accurate estimator. The research results show that student satisfaction is entirely satisfactory, with an SSI score of 68.75. Through the Structural Measurement Method, it was found that perceived benefits and interactions in the process had the most significant influence on satisfaction. This research contributes to discussions about service quality by highlighting the role of perceived usefulness and aspects of the interaction process as factors shaping service quality. Apart from that, this research also reinforces the discussion regarding the relationship between student satisfaction and complaints by showing that this relationship is negative if managed by producing graduates loyal to the university.

Keywords

Collaboration network of the authors

9 authors · 13 co-authorship links

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Co-authorOrganisationJoint articles
Arif Wahyu WirawanAffiliation unknown1
Hengky PramusintoAffiliation unknown1
Nina OktarinaAffiliation unknown1
Dian Fithra PermanaAffiliation unknown1
Pingkan Anggia KinaryosihAffiliation unknown1
Sholihatun Nur JannahAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/DP/oai, first harvested 5 Nov 2026, last seen 5 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">Model for Sustainability Improvement of Student Satisfaction Based on Service Quality: Testing the American Customer Satisfaction Model in Higher Education</dc:title>
	<dc:creator xml:lang="en">Raharjo, Teguh Hardi </dc:creator>
	<dc:creator xml:lang="en">Ismiyati, Ismiyati</dc:creator>
	<dc:creator xml:lang="en">Ikhsananto, Aan </dc:creator>
	<dc:subject xml:lang="en">ACSM</dc:subject>
	<dc:subject xml:lang="en">Higher Education</dc:subject>
	<dc:subject xml:lang="en">Service Quality</dc:subject>
	<dc:subject xml:lang="en">Student Satisfaction</dc:subject>
	<dc:description xml:lang="en">This research aims to empirically investigate the antecedents and consequences of student satisfaction with programs provided by higher education institutions and identify service quality attributes that need to be improved. This research uses the American Customer Satisfaction Model (ACSM) as an analytical lens. The unit of analysis in this research concentrates on students who are studying at Semarang City Universities. Partial Least Squares (PLS) estimation is used to test measurement models, estimate the predictive power of theoretical models, and obtain the SSI score. Although student satisfaction is a complex concept, this model has proven to be an accurate estimator. The research results show that student satisfaction is entirely satisfactory, with an SSI score of 68.75. Through the Structural Measurement Method, it was found that perceived benefits and interactions in the process had the most significant influence on satisfaction. This research contributes to discussions about service quality by highlighting the role of perceived usefulness and aspects of the interaction process as factors shaping service quality. Apart from that, this research also reinforces the discussion regarding the relationship between student satisfaction and complaints by showing that this relationship is negative if managed by producing graduates loyal to the university.</dc:description>
	<dc:publisher xml:lang="en">Economics Education Department Universitas Negeri Semarang</dc:publisher>
	<dc:date>2024-07-22</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
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	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/DP/article/view/7995</dc:identifier>
	<dc:identifier>10.15294/dp.v19i1.7995</dc:identifier>
	<dc:source xml:lang="en">Dinamika Pendidikan; Vol. 19 No. 1 (2024); 62-76</dc:source>
	<dc:source>2502-5074</dc:source>
	<dc:source>1907-3720</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/DP/article/view/7995/1049</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2024 Dinamika Pendidikan</dc:rights>
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