learning and service quality through information and com m

Learning and Service Quality through Information

and Communication Technology in Higher Education

of Indonesia 1Ismail Suardi Wekke,

2La Ode Almana and

3Sudarmanto

1Sekolah Tinggi Agama Islam Negeri (STAIN) Sorong,

Indonesia. [email protected] 2Sekolah Tinggi Ilmu Ekonomi Enam Enam,

Kendari, Indonesia. 3Sekolah Tinggi Ilmu Ekonomi Enam Enam,

Kendari, Indonesia.

Abstract Education institutions, especially colleges in Indonesia, both public and

private are required to always develop science and technology. Therefore,

the function of colleges is a strategic pillar in improving the quality of

resources, both human and infrastructure resources of education.

Nowadays, college is required to always make changes towards the

improvement of education to be more developed, independent and

qualified in accordance with the demands of the global environment that

always changes rapidly. This article is research of implementation of

education that looks at the service quality. This article shows that the

activities of education are oriented to not only the final result of

educational process, but also the proof of good accountability including

quality assurance, quality control, and quality improvement. Sekolah

Tinggi Ilmu Ekonomi Enam Enam is able to provide the concept of optimal

service with the concept of relationship marketing to enhance satisfaction

as an effort to create students’ loyalty and increase the performance of the

college. Technology is a part to maintain the learning and quality service.

Key Words:Higher education, service, learning.

International Journal of Pure and Applied MathematicsVolume 119 No. 18 2018, 1057-1067ISSN: 1314-3395 (on-line version)url: http://www.acadpubl.eu/hub/Special Issue http://www.acadpubl.eu/hub/

1057

1. Introduction

The success of College in increasing student satisfaction will be able to

maintain the number of new-student applicants, so that the college will continue

growing and developing sustainably1,2

. College as one of service organizations

is currently experiencing a fundamental change. This change is not only due to

the rapid development of science, technology and information, but also because

of the changes in society's expectations of the role of colleges in the future3.

Such activity can run if the institution has the resources as follows: (1)

students4,5,6

6 (2) reputation7,8

; (3) adequate facilities and infrastructure9,10

; (4)

funding11,12,13,14

. Theoretically, customer or student loyalty is influenced by

several factors such as learning, quality of service and satisfaction15,16

.

1Loo, A., & Chung, C. W. (2006). A model for information literacy course development: a liberal arts

university perspective. Library Review, 55(4), 249–258. 2 Pedro Álvarez-Suárez, Pedro Vega-Marcote, Ricardo Garcia Mira, (2013) "Sustainable consumption: a

teaching intervention in higher education", International Journal of Sustainability in Higher Education,

Vol. 15 Issue: 1, pp.3-15 3 Clinton O. Longenecker, Jack L. Simonetti, David La Hote, (1998) "Increasing the ROI on management

education efforts", Career Development International, Vol. 3 Issue: 4, pp.154-160 4Subrahmanyam Annamdevula, Raja Shekhar Bellamkonda, (2016) "The effects of service quality on

student loyalty: the mediating role of student satisfaction", Journal of Modelling in Management, Vol. 11

Issue: 2, pp.446-462 5 Evelyn ChiyevoGarwe, (2015) "Student voice and quality enhancement in higher education", Journal of

Applied Research in Higher Education, Vol. 7 Issue: 2, pp.385-399 6Subrahmanyam Annamdevula, Raja Shekhar Bellamkonda, (2016) "Effect of student perceived service

quality on student satisfaction, loyalty and motivation in Indian universities: Development of

HiEduQual", Journal of Modelling in Management, Vol. 11 Issue: 2, pp.488-517 7 Paul Morrissey, (2012) "Higher education and the imperative to build reputations", Asian Education and

Development Studies, Vol. 1 Issue: 2, pp.112-123 8Kåre Skallerud, (2011) "School reputation and its relation to parents' satisfaction and loyalty",

International Journal of Educational Management, Vol. 25 Issue: 7, pp.671-686 9Mwangi Ndirangu, Maurice O. Udoto, (2011) "Quality of learning facilities and learning environment:

Challenges for teaching and learning in Kenya's public universities", Quality Assurance in Education,

Vol. 19 Issue: 3, pp.208-223 10 Cynthia Uline, Megan Tschannen-Moran, (2008) "The walls speak: the interplay of quality facilities,

school climate, and student achievement", Journal of Educational Administration, Vol. 46 Issue: 1, pp.55-

73 11YuliaTyurina, Maria Troyanskaya, (2017) "Perspectives of increase of university education

effectiveness: Use of private educational resources", International Journal of Educational Management,

Vol. 31 Issue: 3, pp.396-403 12Fantazy, K., & Abdul Rahim A. Al Athmay, A.-A. (2014). Ethics and religion in higher education.

International Journal of Commerce and Management, 24(2), 180–196. 13Tyler E. Holmes, M. (2008). Higher education reform in Egypt: preparing graduates for Egypt’s

changing political economy. Education, Business and Society: Contemporary Middle Eastern Issues,

1(3), 175–185. 14 Welch, A. (2012). The limits of regionalism in Indonesian higher education. Asian Education and

Development Studies, 1(1), 24–42. 15 Luca Petruzzellis, Angela Maria D'Uggento, Salvatore Romanazzi, (2006) "Student satisfaction and

quality of service in Italian universities", Managing Service Quality: An International Journal, Vol. 16

Issue: 4, pp.349-364 16 Inga Lapina, Renāte Roga, Peeter Müürsepp, (2016) "Quality of higher education: International

students’ satisfaction and learning experience", International Journal of Quality and Service Sciences,

Vol. 8 Issue: 3, pp.263-278

International Journal of Pure and Applied Mathematics Special Issue

1058

Colleges need to be aware of the importance of the service quality of education.

A good service quality is able to improve customer satisfaction17

. This means

that the ability of colleges to provide a fast and proper service to students will

increase students’ satisfaction in STIE Enam Enam Kendari. Overall, the

number of students of STIE Enam Enam Kendari experienced significant

growth from 2012 to 2015. This indicates that the college competition is

increasing more, so that requires STIE Enam Enam Kendari make

improvements in the quality of learning systems and services which are

expected to provide satisfaction and loyalty to students18

.

Not much different from public services of the government officials in other

institutions, STIE Enam Enam Kendari as one of the colleges in Kendari, still

has weaknesses. It is characterized by various complaints from students, such as

about the learning system reflected in the lesson plan; the lecturer does not

provide SAP and GBPP before starting the course, about the teaching quality of

the lecturer which is reflected on the inconsistency of material that was

delivered with SAP that has been prepared. In addition, the student complaint

was also about the service quality of STIE Enam Enam Kendari, such as the

inadequate lecture rooms, lecturers Performance which is less convincing and

professionalism of administrative staffs in providing services to students.

Based on the above empirical phenomena, it is interesting to conduct further

investigation. Therefore, this study takes an object at STIE Enam Enam Kendari

as one of the private colleges that have responsibilities in providing services to

students and lecturers optimally.

The research conducted by Yassyir Maulana, Murti Astuti, Surachman in 2012

with the research variables are Servqual, Satisfaction, Student Loyalty, used the

analysis method of Structural Equation Modelling (SEM), which uses

estimation in determining the sample. The estimation in this study uses the ML

or Maximum Likelihood. The result of research shows that there is significant

difference between the variables of servqual and student satisfaction, there is a

significant difference between the variables of student satisfaction and student

loyalty, there is no significant difference between the variable of SERVQUAL

and the student loyalty. Then, Ade Titi Nifita in 2011, with the variables of

trust, satisfaction and loyalty, the method of analysis used was multiple linear

regression method, assumption test consisting of multicollinearity test and

autocorrelation test, F test and t test. Based on the results of F test, it is known

that F value showed 21.309 with a significance level of F = 0.000 or smaller

than 0.05. This may imply that simultaneously or jointly X1 = trust and X2 =

satisfaction significantly affect the student loyalty and partially each variable

has a significant effect on student loyalty. Meanwhile, the satisfaction variable

17 Moshe Sharabi, (2013) "Managing and improving service quality in higher education", International

Journal of Quality and Service Sciences, Vol. 5 Issue: 3, pp.309-320 18Lalith Liyanage, Rebecca Strachan, Roger Penlington, Biddy Casselden, (2013) "Design of educational

systems for work based learning (WBL): the learner experience", Higher Education, Skills and Work-

Based Learning, Vol. 3 Issue: 1, pp.51-61


1059

has the most dominant influence on loyalty compared to other variables with the

t was 3.646. Furthermore, research conducted by Indah Dwi Prasetyaningrum in

2009, with the research variables were learning quality and service quality in

relation to student satisfaction and loyalty of Undaris Ungaran. This research

was conducted by survey method. The data was obtained by distributing

questionnaires to 170 respondents. The population in this study was students of

Undaris Ungaran starting from the academic year of 2004/2005 until the

academic year of 2008/2009, as many as 1144 students. The samples taken were

decided to be 150 students. The sampling method used was purposive sampling

which is the technique of sampling with a certain considerations. Data were

analyzed using Structural Equation Modelling (SEM) with AMOS 4.0 with

maximum likelihood estimation.

2. Method

This research is explanatory research19

. Explanatory research is a research that

describes a causal relationship among variables which affect the hypothesis20

. In

this study, there are minimum two variables that are connected, and this

research functions to explain, predict and control a symptom. Therefore, this

study will explain the interactive relationship among variables to be studied and

how far the relationship affects each other. The population in this study were

students who use the services of STIE Enam Enam Kendari starting from

academic year of 2010/2011 until 2014/2015 consisting of 1114 students,

whereby the number of samples was adjusted using an analysis tool being used

that was Structural Equation Model (SEM)21

. This study consists of four

variables and 15 indicators. The number of samples was taken from eight times

the estimated number of parameters. Thus, the sample size used was 120

respondents22,23,24

.

3. Findings and Discussion

Hypothesis testing confirms that the more satisfy, the more loyal the students to

STIE Enam Enam Kendari. This means that the improvement of student

satisfaction will increase the loyalty of students to STIE Enam Enam Kendari.

19 Frederick J. Brigham, (2010), Chapter 1 Quantitative research in education: Impact on evidence-based

instruction, in Festus E. Obiakor, Jeffrey P. Bakken, nthony F. Rotatori (ed.) Current Issues and Trends in

Special Education: Research, Technology, and Teacher Preparation (Advances in Special Education,

Volume 20) Emerald Group Publishing Limited, pp.3 - 17 20 Mohammad Nejad, (2016) "Research on financial services innovations: A quantitative review and

future research directions", International Journal of Bank Marketing, Vol. 34 Issue: 7, pp.1042-1068 21 Cindy Blanthorne, , L. Allison Jones-Farmer, , Elizabeth Dreike Almer, (2006), Why you should

consider SEM: A guide to getting started, in Vicky Arnold, B. Douglas Clinton, Peter Luckett, Robin

Roberts, Chris Wolfe, Sally Wright (ed.) Advances in Accounting Behavioral Research (Advances in

Accounting Behavioral Research, Volume 9) Emerald Group Publishing Limited, pp.179 – 207 22Cobb, P., Confrey, J., DiSessa, A., Lehrer, R., &Schauble, L. (2003). Design Experiments in

Educational Research. Educational Researcher, 32(1), 9–13. 23 Smith, J. (2009). Judging research quality: from certainty to contingency. Qualitative Research in Sport

and Exercise, 1(2), 91–100. 24Winlow, H., Simm, D., Marvell, A., &Schaaf, R. (2013).Using Focus Group Research to Support

Teaching and Learning. Journal of Geography in Higher Education, 37(2), 292–303.


1060

The underlying logic of thinking is the loyalty of students to STIE Enam Enam

Kendari will be achieved when students feel proud to be a student of STIE

Enam Enam Kendari, the charged cost is appropriate with the benefits obtained,

the proper and the fastness of service, and the appropriate concentration that is

needed by the students.

The results of this study confirm some of the results of empirical research which

concluded that customer satisfaction gives positive and significant impact on

customer loyalty to the products or companies25

. The Increase of customer

satisfaction is in line with the increase of customer loyalty to the company. On

the basis of these ideas, if the management party of STIE EnamEnamKendari

wants to increase the loyalty of the students, one of the aspects that should be

improved is the student satisfaction. One of the reasons why customers move

from one service company to another service company is because the customers

are not satisfied with the quality26

of the service or with the way of dealing with

the problems. When customers are not satisfied with what they got or when they

have problems, they might respond by exiting and switching to other service

providers, voice (trying to solve the problem by expressing complaints), being

loyal (still being with their providers and hoping something better will happen

in the future)27

..

Today, student satisfaction becomes one of the main keys for the college to

continue to grow and develop because if students were not getting a good

service then the students will simply move to other colleges are considered able

to provide better service28

. Student satisfaction means a manifestation of

strategies and tactics of a company (college) to face the competitors' strategies

and tactics29,30,31

29-31. Building student loyalty is a strategic policy for the

company, because the company views the student loyalty is part of the

company's strategy to face the competitors and connect the company to the

25 Laurie W. Pant, , Kristi Yuthas, (2001), Using the management control system to promote competitive

advantage in organizations: Behavioral and sociological perspectives, in (ed.) Advances in Accounting

Behavioral Research (Advances in Accounting Behavioral Research, Volume 4) Emerald Group

Publishing Limited, pp.155 – 183 26BeomJoon Choi, Hyun Sik Kim, (2013) "The impact of outcome quality, interaction quality, and peer-

to-peer quality on customer satisfaction with a hospital service", Managing Service Quality: An

International Journal, Vol. 23 Issue: 3, pp.188-204 27 Rama Koteswara Rao Kondasani, Rajeev Kumar Panda, (2015) "Customer perceived service quality,

satisfaction and loyalty in Indian private healthcare", International Journal of Health Care Quality

Assurance, Vol. 28 Issue: 5, pp.452-467 28Faizan Ali, Yuan Zhou, Kashif Hussain, Pradeep Kumar Nair, Neethiahnanthan Ari Ragavan, (2016)

"Does higher education service quality effect student satisfaction, image and loyalty?: A study of

international students in Malaysian public universities", Quality Assurance in Education, Vol. 24 Issue: 1,

pp.70-94 29 Emmanuel Mogaji, (2016) "Marketing strategies of United Kingdom universities during clearing and

adjustment", International Journal of Educational Management, Vol. 30 Issue: 4, pp.493-504 30Valentina Parakhina, Olga Godina, Olga Boris, Lev Ushvitsky, (2017) "Strategic management in

universities as a factor of their global competitiveness", International Journal of Educational

Management, Vol. 31 Issue: 1, pp.62-75 31Danai Thienphut, Suriya Jiamprachanarakorn, jirusthsirasirirusth, RachenBoonloisong, (2015)

"Strategic human capital management for a new University: a case study of Suan Dusit Rajabhat

University", Journal of Knowledge Management, Vol. 19 Issue: 1, pp.108-120


1061

market (consumers). Student loyalty is needed as an element in a competitive

marketing strategy32,33

. In particular, to face the increasingly-competitive

market conditions, companies often rely their future on customer loyalty. The

important provide of references as the basis of this study. This study

investigated the relationship between student satisfaction and loyalty. The

achieved result becomes an important justification as the reference that the

relationship between customer satisfaction and customer loyalty is positive.

Therefore, for most companies, the customer loyalty is often identified as a

guarantee for short-term and long term benefits for the company34,35

.

Based on the result of confirmatory factor analysis (CFA)36

, it was noted that

the biggest indicator in reflecting the student satisfaction is the quality of

service based on students' perceptions about the appropriateness and the

fastness of the service of education personnel of STIE Enam Enam Kendari. In

this step, the fastness and appropriateness in handling the students are crucial.

Dissatisfaction can be even greater if students feel that their needs are not

serviced properly. This condition can make them have bad prejudice and are

hurt so that it gives impact on the student loyalty. Besides, the aspect that

should be improved in realizing customer satisfaction based on priority is to do

some of the following: the cost of education should match the quality provided.

By paying the high cost of education, the college is expected to give parallel

quality in the learning process. The pride of being a student of STIE Enam

Enam Kendari also needs to be improved by involving students in academic

decision making in STIE Enam Enam Kendari, so that later the students feel

being part of a big family of STIE Enam Enam Kendari. The creation of

customer satisfaction can provide several benefits, including having harmonious

relationship between the company and customers, providing a good basis for the

re-purchase and for the building of customer loyalty, as well as creating word-

of-mouth recommendation that benefits the company

32Subrahmanyam Annamdevula, Raja Shekhar Bellamkonda, (2016) "The effects of service quality on

student loyalty: the mediating role of student satisfaction", Journal of Modelling in Management, Vol. 11

Issue: 2, pp.446-462 33Faizan Ali, Yuan Zhou, Kashif Hussain, Pradeep Kumar Nair, Neethiahnanthan Ari Ragavan, (2016)

"Does higher education service quality effect student satisfaction, image and loyalty?: A study of

international students in Malaysian public universities", Quality Assurance in Education, Vol. 24 Issue: 1,

pp.70-94 34 Gianfranco Walsh, Heiner Evanschitzky, Maren Wunderlich, (2008) "Identification and analysis of

moderator variables: Investigating the customer satisfaction‐ loyalty link", European Journal of

Marketing, Vol. 42 Issue: 9/10, pp.977-1004 35 André de Waal, Béatrice van der Heijden, (2016) "Increasing customer loyalty and customer intimacy

by improving the behavior of employees", Journal of Strategy and Management, Vol. 9 Issue: 4, pp.492-

510 36 Megan Tschannen-Moran, Regina A. Bankole, Roxanne M. Mitchell, Dennis M. Moore, Jr, (2013)

"Student Academic Optimism: a confirmatory factor analysis", Journal of Educational Administration,

Vol. 51 Issue: 2, pp.150-175


1062

4. Conclusion

Satisfaction gives positive and significant impact on student loyalty. The higher

the student satisfaction, the higher the student loyalty to STIE Enam Enam

Kendari is. High loyalty will have an impact on the students’ will to give

recommendations to others to continue their education at STIE Enam Enam

Kendari students and on their will to give complaints with in order to improve

the services that are considered unsatisfying.

References

[1] Loo, A., & Chung, C. W. (2006). A model for information literacy course development: a liberal arts university perspective. Library Review, 55(4), 249–258.

[2] Pedro Álvarez-Suárez, Pedro Vega-Marcote, Ricardo Garcia Mira, (2013) "Sustainable consumption: a teaching intervention in higher education", International Journal of Sustainability in Higher Education, Vol. 15 Issue: 1, pp.3-15

[3] Clinton O. Longenecker, Jack L. Simonetti, David LaHote, (1998) "Increasing the ROI on management education efforts", Career Development International, Vol. 3 Issue: 4, pp.154-160

[4] Subrahmanyam Annamdevula, Raja Shekhar Bellamkonda, (2016) "The effects of service quality on student loyalty: the mediating role of student satisfaction", Journal of Modelling in Management, Vol. 11 Issue: 2, pp.446-462

[5] Evelyn Chiyevo Garwe, (2015) "Student voice and quality enhancement in higher education", Journal of Applied Research in Higher Education, Vol. 7 Issue: 2, pp.385-399

[6] Subrahmanyam Annamdevula, Raja Shekhar Bellamkonda, (2016) "Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: Development of HiEduQual", Journal of Modelling in Management, Vol. 11 Issue: 2, pp.488-517

[7] Paul Morrissey, (2012) "Higher education and the imperative to build reputations", Asian Education and Development Studies, Vol. 1 Issue: 2, pp.112-123

[8] Kåre Skallerud, (2011) "School reputation and its relation to parents' satisfaction and loyalty", International Journal of Educational Management, Vol. 25 Issue: 7, pp.671-686

[9] Mwangi Ndirangu, Maurice O. Udoto, (2011) "Quality of learning facilities and learning environment: Challenges for teaching and learning in Kenya's public universities", Quality Assurance in Education, Vol. 19 Issue: 3, pp.208-223


1063

[10] Cynthia Uline, Megan Tschannen-Moran, (2008) "The walls speak: the interplay of quality facilities, school climate, and student achievement", Journal of Educational Administration, Vol. 46 Issue: 1, pp.55-73

[11] Yulia Tyurina, Maria Troyanskaya, (2017) "Perspectives of increase of university education effectiveness: Use of private educational resources", International Journal of Educational Management, Vol. 31 Issue: 3, pp.396-403

[12] Fantazy, K., & Abdul Rahim A. Al Athmay, A.-A. (2014). Ethics and religion in higher education. International Journal of Commerce and Management, 24(2), 180–196.

[13] Tyler E. Holmes, M. (2008). Higher education reform in Egypt: preparing graduates for Egypt’s changing political economy. Education, Business and Society: Contemporary Middle Eastern Issues, 1(3), 175–185.

[14] Welch, A. (2012). The limits of regionalism in Indonesian higher education. Asian Education and Development Studies, 1(1), 24–42.

[15] Luca Petruzzellis, Angela Maria D'Uggento, Salvatore Romanazzi, (2006) "Student satisfaction and quality of service in Italian universities", Managing Service Quality: An International Journal, Vol. 16 Issue: 4, pp.349-364

[16] Inga Lapina, Renāte Roga, Peeter Müürsepp, (2016) "Quality of higher education: International students’ satisfaction and learning experience", International Journal of Quality and Service Sciences, Vol. 8 Issue: 3, pp.263-278

[17] Moshe Sharabi, (2013) "Managing and improving service quality in higher education", International Journal of Quality and Service Sciences, Vol. 5 Issue: 3, pp.309-320

[18] Lalith Liyanage, Rebecca Strachan, Roger Penlington, Biddy Casselden, (2013) "Design of educational systems for work based learning (WBL): the learner experience", Higher Education, Skills and Work-Based Learning, Vol. 3 Issue: 1, pp.51-61

[19] Frederick J. Brigham, (2010), Chapter 1 Quantitative research in education: Impact on evidence-based instruction, in Festus E. Obiakor, Jeffrey P. Bakken, nthony F. Rotatori (ed.) Current Issues and Trends in Special Education: Research, Technology, and Teacher Preparation (Advances in Special Education, Volume 20) Emerald Group Publishing Limited, pp.3 - 17


1064

[20] Mohammad Nejad, (2016) "Research on financial services innovations: A quantitative review and future research directions", International Journal of Bank Marketing, Vol. 34 Issue: 7, pp.1042-1068

[21] Cindy Blanthorne, , L. Allison Jones-Farmer, , Elizabeth Dreike Almer, (2006), Why you should consider SEM: A guide to getting started, in Vicky Arnold, B. Douglas Clinton, Peter Luckett, Robin Roberts, Chris Wolfe, Sally Wright (ed.) Advances in Accounting Behavioral Research (Advances in Accounting Behavioral Research, Volume 9) Emerald Group Publishing Limited, pp.179 – 207

[22] Cobb, P., Confrey, J., DiSessa, A., Lehrer, R., & Schauble, L. (2003). Design Experiments in Educational Research. Educational Researcher, 32(1), 9–13.

[23] Smith, J. (2009). Judging research quality: from certainty to contingency. Qualitative Research in Sport and Exercise, 1(2), 91–100.

[24] Winlow, H., Simm, D., Marvell, A., & Schaaf, R. (2013). Using Focus Group Research to Support Teaching and Learning. Journal of Geography in Higher Education, 37(2), 292–303.

[25] Laurie W. Pant, , Kristi Yuthas, (2001), Using the management control system to promote competitive advantage in organizations: Behavioral and sociological perspectives, in (ed.) Advances in Accounting Behavioral Research (Advances in Accounting Behavioral Research, Volume 4) Emerald Group Publishing Limited, pp.155 – 183

[26] BeomJoon Choi, Hyun Sik Kim, (2013) "The impact of outcome quality, interaction quality, and peer‐ to‐ peer quality on customer satisfaction with a hospital service", Managing Service Quality: An International Journal, Vol. 23 Issue: 3, pp.188-204

[27] Rama Koteswara Rao Kondasani, Rajeev Kumar Panda, (2015) "Customer perceived service quality, satisfaction and loyalty in Indian private healthcare", International Journal of Health Care Quality Assurance, Vol. 28 Issue: 5, pp.452-467

[28] Faizan Ali, Yuan Zhou, Kashif Hussain, Pradeep Kumar Nair, Neethiahnanthan Ari Ragavan, (2016) "Does higher education service quality effect student satisfaction, image and loyalty?: A study of international students in Malaysian public universities", Quality Assurance in Education, Vol. 24 Issue: 1, pp.70-94


1065

[29] Emmanuel Mogaji, (2016) "Marketing strategies of United Kingdom universities during clearing and adjustment", International Journal of Educational Management, Vol. 30 Issue: 4, pp.493-504

[30] Valentina Parakhina, Olga Godina, Olga Boris, Lev Ushvitsky, (2017) "Strategic management in universities as a factor of their global competitiveness", International Journal of Educational Management, Vol. 31 Issue: 1, pp.62-75

[31] Danai Thienphut, Suriya Jiamprachanarakorn, jirusthsirasirirusth, Rachen Boonloisong, (2015) "Strategic human capital management for a new University: a case study of Suan Dusit Rajabhat University", Journal of Knowledge Management, Vol. 19 Issue: 1, pp.108-120

[32] Subrahmanyam Annamdevula, Raja Shekhar Bellamkonda, (2016) "The effects of service quality on student loyalty: the mediating role of student satisfaction", Journal of Modelling in Management, Vol. 11 Issue: 2, pp.446-462

[33] Faizan Ali, Yuan Zhou, Kashif Hussain, Pradeep Kumar Nair, Neethiahnanthan Ari Ragavan, (2016) "Does higher education service quality effect student satisfaction, image and loyalty?: A study of international students in Malaysian public universities", Quality Assurance in Education, Vol. 24 Issue: 1, pp.70-94

[34] Gianfranco Walsh, Heiner Evanschitzky, Maren Wunderlich, (2008) "Identification and analysis of moderator variables: Investigating the customer satisfaction‐ loyalty link", European Journal of Marketing, Vol. 42 Issue: 9/10, pp.977-1004

[35] André de Waal, Béatrice van der Heijden, (2016) "Increasing customer loyalty and customer intimacy by improving the behavior of employees", Journal of Strategy and Management, Vol. 9 Issue: 4, pp.492-510

[36] Megan Tschannen-Moran, Regina A. Bankole, Roxanne M. Mitchell, Dennis M. Moore, Jr, (2013) "Student Academic Optimism: a confirmatory factor analysis", Journal of Educational Administration, Vol. 51 Issue: 2, pp.150-175


1066

learning and service quality through information and com m

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