The Effect of College Service Quality on the Learners’ Satisfaction at English Study Program of Higher Education

Abstract

The study was to investigate the effect of college service quality on the learners' satisfaction of English study program at IAIN Palangka Raya. Quantitative method was used to survey 173 L2 learners using 35-items of self- developed questionnaire to determine the most influential factor of the college service quality. The reliability and validity of the instrument were ensured. The assumption test, such as normality, linierity, multicolinierity, heterokedasticity, autocorreltion, was also counted before analyzing data. The data were analysed using multiple linier regression, t-test, F test and correlation. The finding revealed that: (a) the variables of tangible (x1), reliability (x2), responsiveness (x3), assurance (x4), empathy (x5), gave effect simultaneously to the learners’ satisfaction (F= 27.880, p= 0.000). (b) Partially, each variable gave contribution to the learners’ satisfaction as follows: tangible (x1), 02.23% reliability (x2) 16.86%. responsiveness (x3) 12.88%, assurance (x4), 05.40% empathy (x5), 09.20%. (c) The most influential contributed to the satisfcation was reliability, followed by responsiveness, empathy, assurance and tangible. The total effective contribution of those variables to the learners' satisfaction was 40.50%. The rest (50.50%) was influenced by other variables out of the study. It was suggested that the college improve the quality of service in terms of learning facilities, teaching laboratory, language laboratory, dormitory, cleanlines, safety, giving appropriate treatment and having more empathy and understanding the learners’ needs. Further studies on quality service with broader scope and sample size was recommended.



Author Information
Sabarun, IAIN Palangka Raya, Indonesia
Hj. Hamdanah, IAIN Palangka Raya, Indonesia

Paper Information
Conference: ACE2020
Stream: Higher education

This paper is part of the ACE2020 Conference Proceedings (View)
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Posted by amp21