Student Satisfaction and Persistence: Imperative Features to Retention in Open and Distance Learning

Sembiring, Maximus Gorky (2014) Student Satisfaction and Persistence: Imperative Features to Retention in Open and Distance Learning. In: 28th Annual Conference of the Association of Open University, 28-31 Oktober 2014, Hongkong, China.

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Abstract

Predicting overall service quality elements as an evidence to student satisfaction in an open and distance learning mode was examined. It was mainly aimed at assessing services quality implemented and utilized as it was expected and experienced by students. It was also of interest to discover the links between satisfaction and grade point average, student persistence and retention. The researh was conducted at Universitas Terbuka milieu utilizing quantitative approach by survey. Data was collected randomly through questionnaires. The population were 1,154 Universitas Terbuka graduates attending commencement day in May 2014. Three hundred questionnaires were distributed and 218 of them were completely returned and processed. Student satisfaction was assessed by scrutinizing the dimensions of service quality (reliability, assurance, tangible, empathy and responsiveness attributes). Methodologically, Importance Performance Analysis and Customer Satisfaction Index were first applied concurrently to measure student satisfaction and the level of its importance. Structural Equation Model was then utilized to verify imminent influencing features engaged relatable to satisfaction toward the grade point average, persistence and retention. Eight hypotheses were formed and scrutinized. Six of them were statistically validated by the analysis. It was discerned that empathy, responsiveness and reliability agreed upon student satisfaction. Persistence and retention were visibly affected by satisfaction.

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