Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator

Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator

Private higher educational institutions (PHEIs) have an important strategic role as a catalyst in the development of quality future generations for the job markets. In order to improve their competitiveness, PHEIs need to continuously improve their services, especially in dealing with the environmen...

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Main Author: Zaharuddin,
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/6287/1/s90797_01.pdf
https://etd.uum.edu.my/6287/2/s90797_02.pdf
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Lebai Othman, Ismail
topic HF5415.33 Consumer Behavior.
HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
HF5415.33 Consumer Behavior.
Zaharuddin, ,
Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator
description Private higher educational institutions (PHEIs) have an important strategic role as a catalyst in the development of quality future generations for the job markets. In order to improve their competitiveness, PHEIs need to continuously improve their services, especially in dealing with the environment that has become more globalized and open. With the increase in the number of PHEIs annually, the competition to attract potential students, who now have more choices, has become more challenging. Among the criteria used by potential students in making their choices of PHEIs are their perceptions on the image and service quality associated with a particular PHEI. The image and the service quality experienced by the students subsequently influence their levels of satisfaction. The main objective of this study is to examine the extent of relationship between the independent variables (image and service quality), with the mediating variable (satisfaction) and the dependent variable (behavioural implications). Respondents in this study were students from PHEIs in Jakarta, and were selected by using a cluster sampling technique. Survey questionnaires were used for the data collection process, and a total of 442 usable questionnaires were returned and subsequently used for data analysis with the SPSS software. Results of factor analyses indicate that the variable image has three dimensions: environment, practicality, and stability; service quality is also divided into three dimensions: physical appearance, service reliability, and service assurance. The mediating variable, satisfaction, is also made up of three dimensions: intrinsic, extrinsic, and social extrinsic. The results of the factor analysis also show that the variable behavioural is unidimensional in nature. Results of multiple regression analyses, in general show that the variables of image and service quality demonstrate direct and indirect relationships with students’ behaviour, indicating that the presence of mediating effects of the mediator (satisfaction).
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Zaharuddin, ,
author_facet Zaharuddin, ,
author_sort Zaharuddin, ,
title Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator
title_short Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator
title_full Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator
title_fullStr Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator
title_full_unstemmed Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator
title_sort kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (ipts) di jakarta serta kepuasan pelajar sebagai mediator
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2015
url https://etd.uum.edu.my/6287/1/s90797_01.pdf
https://etd.uum.edu.my/6287/2/s90797_02.pdf
_version_ 1747828051920551936
spelling my-uum-etd.62872021-03-29T09:21:01Z Kesan imej dan kualiti perkhidmatan terhadap gelagat pelajar institusi pengajian tinggi swasta (IPTS) di Jakarta serta kepuasan pelajar sebagai mediator 2015 Zaharuddin, , Lebai Othman, Ismail Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. LG Individual institutions (Asia. Africa) Private higher educational institutions (PHEIs) have an important strategic role as a catalyst in the development of quality future generations for the job markets. In order to improve their competitiveness, PHEIs need to continuously improve their services, especially in dealing with the environment that has become more globalized and open. With the increase in the number of PHEIs annually, the competition to attract potential students, who now have more choices, has become more challenging. Among the criteria used by potential students in making their choices of PHEIs are their perceptions on the image and service quality associated with a particular PHEI. The image and the service quality experienced by the students subsequently influence their levels of satisfaction. The main objective of this study is to examine the extent of relationship between the independent variables (image and service quality), with the mediating variable (satisfaction) and the dependent variable (behavioural implications). Respondents in this study were students from PHEIs in Jakarta, and were selected by using a cluster sampling technique. Survey questionnaires were used for the data collection process, and a total of 442 usable questionnaires were returned and subsequently used for data analysis with the SPSS software. Results of factor analyses indicate that the variable image has three dimensions: environment, practicality, and stability; service quality is also divided into three dimensions: physical appearance, service reliability, and service assurance. The mediating variable, satisfaction, is also made up of three dimensions: intrinsic, extrinsic, and social extrinsic. The results of the factor analysis also show that the variable behavioural is unidimensional in nature. Results of multiple regression analyses, in general show that the variables of image and service quality demonstrate direct and indirect relationships with students’ behaviour, indicating that the presence of mediating effects of the mediator (satisfaction). 2015 Thesis https://etd.uum.edu.my/6287/ https://etd.uum.edu.my/6287/1/s90797_01.pdf text eng public https://etd.uum.edu.my/6287/2/s90797_02.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abbasi, M.N., Ali, M., Imran, S.C. & Muhammad, I. (2011). 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