The Importance of Student Support Services and Students’ Satisfaction at Universitas Terbuka

Herman, and Puspitasari, Kristanti Ambar and Padmo, Dewi Artati (2015) The Importance of Student Support Services and Students’ Satisfaction at Universitas Terbuka. ASEAN Journ al of Open Distance Learning, 7 (1). pp. 17-29. ISSN 2232-0814

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An organization needs to provide the best services to its customer, especially when the same services are also given by others. As a consequence, the provision of services should be evaluated regularly in order to improve the services. This article discusses the findings of Importance-Satisfaction survey on student services of Universitas Terbuka (UT) in 2014. Data was gathered from 22 Regional Offices of UT. The number of respondents was 1099 students. The results showed that there were no significant differences found between the means of Importance and Satisfaction levels of the services provided. The results of a quadrant analysis indicate that there were only five items (out of 47 items) in Quadrant-4 (important but not satisfactory) where the percentage of the gap analysis was almost 10%. The gaps between the levels of Importance and Satisfaction for the rest of the items (42 items) in Q-4 were much lower than 9%.

Item Type: Article
Additional Information (ID): L00043-18.pdf
Uncontrolled Keywords: Support services, student satisfaction, open and distance learning, Indonesia
Subjects: 300 Social Science > 370-379 Education (Pendidikan) > 374.4 Distance Education (Pendidikan Jarak Jauh)
300 Social Science > 370-379 Education (Pendidikan) > 378 Higher Education, Universities (Pendidikan Tinggi, Unversitas)
300 Social Science > 370-379 Education (Pendidikan) > 378.175 Distance Education (pendidikan jarak jauh)
300 Social Science > 370-379 Education (Pendidikan) > 378.598 Higher Education in Indonesia (Pendidikan Tinggi di Indonesia, Perguruan Tinggi di Indonesia)
600 Technology and Applied Sciences > 650-659 Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan) > 658.812 Customer Satisfaction/TQM/Quality Of Service (Kepuasan Pelanggan)
Divisions: Koleksi Digital > Artikel Pendidikan Terbuka Jarak Jauh
Depositing User: CR Cherrie Rachman
Date Deposited: 24 May 2018 07:14
Last Modified: 29 Apr 2020 05:38

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