The Effect of College Service Quality on the Learners' Satisfaction at English Department of Higher Education

Sabarun, Sabarun and Hamdanah, Hamdanah (2020) The Effect of College Service Quality on the Learners' Satisfaction at English Department of Higher Education. In: The International Academic Forum 2020, 31 Oktober - 2 Nopember 2020, Japan.

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Abstract

The research was to measure the effect of college service quality on the learners' satisfaction of English department 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 validity and reliability were ensured. Assumption tests, 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, reliability, responsiveness, assurance, empathy, 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 affected by other variables out of investigation. The result suggested that the college increase service quality in terms of learning facilities, teaching laboratory, language laboratory, dormitory, cleanlines, safety, giving appropriate reatment and having more empathy and understanding the learners’ needs. Similar studies at higher education with broader scope and sample size was recommended

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