QUALITY PERCEPTION OF ISLAMIC HIGHER EDUCATION INSTITUTION SERVICES: Experience of International Students

Abd. Haris, Nur Asnawi

Abstract


This study aims to formulate a special dimension of service quality in Islamic higher education institutions in shaping Islamic culture according to the perceptions of international Muslim students. Using a quantitative approach with exploratory factor analysis, it involved 100 international Muslim students taken from multi-stage proportionated stratified random sampling (probability sampling). The results showed that based on the experience of international Muslim students, the service quality of Islamic higher education institutions included the dimensions of teaching staff competencies, administrative staff competencies, Islamic environment, physical facilities and information technology-based services, all of which can work together in shaping Islamic culture. To support the vision of the internationalization of Islamic higher education institutions, managers must pay attention to these dimensions as a representation of the quality of service felt by international Muslim students to meet their expectations during their studies at Islamic higher education institutions in Indonesia.


Keywords


service quality; quality management systems; international students; interculturality

Full Text:

PDF (ARABIC)

References


Abdullah, Firdaus. 2005. “HEdPERF Versus SERVPERF The Quest For Ideal Measuring Instrument of Service Quality in Higher Education Sector.” Quality Assurance in Education 13(4): 305-328.

Abdullah, Firdaus. 2006. “The Development of Hedperf: A New Measuring Instrument of Service Quality for the Higher Education Sector.” International Journal of Consumer Studies 30(6): 569–581.

Abidin, Munirul. 2015. “Students’ Perception of Service Quality Dimensions in Islamic Higher Education.” International Journal of Innovative Research & Development 4(1): 237-242.

Aga, Mehmet and Okan Safakli. 2007. “An Empirical Investigation of Service Quality and Customer Satisfaction in Professional Accounting Firms: Evidence from North Cyprus.” Problems and Perspectives in Management 5(3): 84-98.

Alavi, Hamid Reza. 2007. “Al-Ghazali on Moral Education.” Journal of Moral Education 36(3): 309-319.

Annamdevula, Subrahmanyam and Raja Shekhar Bellamkonda. 2012. “Development of HiEdQUAL for Measuring Service Quality in Indian Higher Education Sector.” International Journal of Innovation, Management and Technology 3(4): 412-416.

Arokiasamy, Anantha Raj A. and Abdul Ghani Abdullah. 2012. “Service Quality and Students Satisfaction at Higher Learning Institutions: A Case Study of Malaysian University Competitiveness.” International Journal of Management and Strategy 3(5): 1-16.

Asaduzzaman, Mohammad, Moyazzem Hossain, and M. Habeebur Rahman. 2013. “Service Quality and Student Satisfaction: A Case Study on Private Universities in Bangladesh.” International Journal of Economics, Finance and Management Sciences 1(3): 128-135.

Brown, Robert M. and Timothy William Mazzarol. 2009. “The Importance of Institutional Image to Student Satisfaction and Loyalty Within Higher Education.” High Educ 58: 81–95.

Calvo-Porral, Cristina, Jean-Pierre Lévy Mangin and M. Isabel Novo-Corti. 2013. "Perceived Quality in Higher Education: An Empirical Study.” Marketing Intelligence & Planning 31(6): 601-619.

Chen, Chun-Fu and Chin-Tsu Chen. 2014. “The Effect of Higher Education Brand Images on Satisfaction and Lifetime Value from Students Viewpoint.” Anthropologist 17(1): 137-145.

Clemes, Michael D., Christopher Gan and Min Ren. 2008. “An Empirical Analysis of Customer Satisfaction in International Air Travel.” Innovative Marketing 4(2): 50-62.

Dado, Jaroslav, Janka Tabotrecka Petrovicova, Sreten Cuzovic and Tamara Rajic. 2012. “An Empirical Examination of The Relationships Between Service Quality, Satisfaction and Behavioral Intentions in Higher Education Setting.” Serbian Journal of Management 7(2): 203-218.

Direktorat Pendidikan Tinggi Islam (DIKTIS). 2019. “Perguruan Tinggi Keagamaan Islam (Islamic Religious College).” Direktorat Jenderal Pendidikan Islam Kementerian Agama Republik Indonesia, available at: http://diktis.kemenag.go.id/bansos/cari_nspt.php (accessed July 11, 2019).

Dunworth, Katie, Trevor Grimshaw, Janina Iwaniec, & James McKinley. 2019. “Language and The Development of Intercultural Competence in an ‘Internationalised’ University: Staff and Student Perspectives.” Teaching in Higher Education, 1-16.

Ekinci, Yuksel, Popi Prokopaki, and Cihan Cobanoglu. 2003. “Service Quality in Cretan Accommodations: Marketing Strategies for the UK Holiday Market.” International Journal of Hospitality Management 22(1): 47-66.

Ereş, Figen and Rebecca Clothey. 2013. “Perceived Service Quality in Schools of Education: A Comparative Study between Drexel University and Gazi University.” American International Journal of Social Science 2 (7): 6-15.

Ezeokoli, Rita Nkiruka and Ayodele Kalowale O. 2014. “Dimensions of Service Quality Encountered by Students on Sustainability of Higher Education in Nigeria.” Developing Country Studies 4(6): 147-156.

Furco, Andrew, & Kris Lockhart. 2018. “Building a University-Wide Agenda for Intercultural Competence and Understanding: Lessons Learned at the University of Minnesota.” Metropolitan Universities 29(1): 77-92.

Furer, O.livier, Ben Shaw-Ching Liu and Devanathan Sudharshan. 2000. “The Relationships between Culture and Service Quality Perceptions -Basis for Cross- Cultural Market Segmentation and Resource Allocation.” Journal of Service Research 2(4): 355-371.

Gruber, Thorsten, Stefan Fuss Roediger Voss and Michaela Glaeser-Zikuda. 2010. “Examining Student Satisfaction With Higher Education Services: Using A New Measurement Tool.” International Journal of Public Sector Management 23(2): 105-123.

Hair, Joseph F., William C. Black, Barry J. Babin and Rolph E. Anderson. 2014. Multivariate Data Analysis, Seventh Edition, Pearson Education Limited, Edinburgh Gate Harlow Essex England, London.

Hanaysha, Jalal R. M., Halim Hilman Abdullah, and Ari Warokka. 2011. “Service Quality and Students Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities Competitiveness.” Journal of Southeast Asian Research 2011: 1-10.

Hill, Yvonne, Laurie Lomas and Janet MacGregor. 2003. "Students’ Perceptions of Quality in Higher Education." Quality Assurance in Education 11(1): 15-20.

Hofstede, Geert. 2011. “Dimensionalizing Cultures: The Hofstede Model in Context.” Online Readings in Psychology and Culture 2(1): 1-26.

Holdford, David and Thomas P. Reinders. 2001. “Development of an Instrument to Assess Student Perceptions of the Quality of Pharmaceutical Education.” American Journal of Pharmaceutical Education 65(2): 125-131.

Hussain, Khuram. 2007. “An Islamic Consideration of Western Moral Education: An Exploration of the Individual.” Journal of Moral Education 36(3): 297-308.

Hutapea, Bonar. 2014. “Stres Kehidupan, Religuisitas, dan Penyesuaian Diri Warga Indonesia sebagai Mahasiswa Internasional.” Jurnal Makara Hubs-Asia 18(1): 25-40.

Ivy, Jonathan. 2001. "Higher Education Institution Image: Acorrespondence Analysis Approach." International Journal of Educational Management 15(6): 276-282.

Joseph, Mathew and Beatriz Joseph. 1997. "Service Quality in Education: A Student Perspective." Quality Assurance in Education 5(1): 15-21.

Kelso, Richard Scott. 2008. Measuring undergraduate student perceptions of service quality in higher education. Graduate theses and dissertations. Department of Adult, Career, and Higher Education College of Education University of South Florida.

Krueger, Richard. A. and Mary Anne Casey. 2000. Focus Groups: A Practical Guide for Applied Research: SAGE.

Lagrosen, Stefan, Roxana Seyyed‐Hashemi and Marcus Leitner. 2004. "Examination of the Dimensions of Quality in Higher Education." Quality Assurance in Education 12(2): 61-69.

LeBlanc, Gaston and Nha Nguyen. 1999. "Listening to the Customer’s Voice: Examining Perceived Service Value among Business College Students." International Journal of Educational Management 13(4): 187-198.

Ling, Kwek Choon, Lau Teck Chai and Hoi Piew Tan. 2010. “The ‘Inside-Out’ and ‘Outside-In’ Approaches on Students Perceived Service Quality: An Empirical Evaluation.” Management Science and Engineering 4(2): 1-26.

Malhotra, Naresh K. 2005. Riset Pemasaran Pendekatan Terapan Edisi Keempat Jilid 1 dan 2. Alih Bahasa Soleh Rusyadi Maryam. Jakarta: PT. Indeks Kelompok Gramedia.

Malhotra, Naresh K., Daniel Nunan and David F. Birks. 2007. Marketing Research: An Applied Approach, Fifth Edition, Pearson Education Limited Edinburgh Gate Harlow United Kingdom.

McKinley, Jim, Katie Dunworth, Trevor Grimshaw & Janina Iwaniec. 2019. “Developing Intercultural Competence in A ‘Comfortable’ third Space: Postgraduate Studies In The UK.” Language and Intercultural Communication 19(1): 9-22.

Melewar, T. C. and Sibel Akel. 2005. “The role of corporate identity in the higher education sector A case study.” Corporate Communications: An International Journal 10(1): 41-57.

Mitasari, Zuni & Yuswa Istikomayanti. 2018. Hubungan Antara Culture Shock dengan Hasil Belajar Mahasiswa Tahun Pertama. Jurnal Psikologi Pendidikan dan Konseling 4(2): 105-113.

Morales, Miguel and Luis F. Calderón. 1999. “Assessing Service Quality in Schools of Business: Dimensions of Service Quality in Continuing Professional Education (CPE).” Journal of Economics, Finance and Administrative Science 5(9-10): 125-141.

Omar, Nor Asiah, Muhammad Azrin Nazri, Nur Khalidah Abu, and Zoharah Omar. 2009. “Parents Perceived Service Quality, Satisfaction and Trust of A Childcare Centre: Implication On Loyalty.” International Review of Business Research Papers 5(5): 299-314.

Owlia, Mohammad S. and Elaine M. Aspinwall. 1996. “A Framework for the Dimensions of Quality in Higher Education.” Quality Assurance in Education 4(2): 12–20.

Parasuraman, A. Parsu, Valarie A. Zeithaml, and Leonard L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing 49: 41-50.

Pyvis, David, & Anne Chapman. 2005. “Culture Shock and The International Student ‘Offshore’.” Journal of research in international education 4(1): 23-42.

Pinar, Musa, Sandra E. Strasser, L. Schiffel, and J. M. Stück. 2014. “Effects of Gender Similarity/Dissimilarity, Gender Stereotyping and Culture On.” Journal of Organizational Culture, Communications and Conflict 18(1): 149-169.

Rafik, Abdur and Anjar Priyono. 2018. "A New Insight into Alumni Satisfaction Model for Islamic Higher Education Institutions (IHEI)." Management Research Review 41(12): 1411-1437.

Rasli, Aamran, Ahmadreza Shekarchizadeh, and Muhammad Jawad Iqbal. 2012. “Perception of Service Quality in Higher Education: Perspective of Iranian Students in Malaysian Universities.” International Journal of Academic Research in Management (IJARM) 1(1): 10-25.

Rifai, Nurlela, Fauzan Fauzan, Wahdi Sayuti, and Bahrissalim. 2014. “Integrasi Keilmuan dalam Pengembangan Kurikulum di UIN Se-Indonesia: Evaluasi Penerapan Integrasi Keilmuan UIN dalam Kurikulum dan Proses Pembelajaran (Scientific Integration in Curriculum Development at UIN throughout Indonesia: Evaluation of The Application of UIN Scientific Integration in The Curriculum and Learning Process).” Tarbiya 1(1): 13-34.

Saglik, Erkan, Ali Caglar Gulluce, U. Kaya, and Caglar Kadir Ozhan. 2014. “Service Quality and Customer Satisfaction Relationship: A Research in Erzurum Ataturk University Refectory.” American International Journal of Contemporary Research 4(1): 100-117.

Sakthivel, P. B., G. Rajendran, and Ramasamy Raju. 2005. "TQM Implementation and Students' Satisfaction of Academic Performance." The TQM Magazine 17(6): 573-589.

Sekaran, Uma, & Roger Bougie. 2016. Research Methods for Business: A Skill Building Approach, John Wiley and Sons Inc, New York, NY.

Senthilumar, Nakkeeran, and A. Arulraj. 2011. “SQM-HEI – Determination of Service Quality Measurement of Higher Education in India.” Journal of Modelling in Management 6 (1): 60-78.

Singh, Gurbinder and Maneek Kumar. 2014. “Exploratory Factor Analysis of Service Quality Dimensions for Higher Educational Institutes: A Students Perspective.” Global Journal of Management and Business Research: An Administration and Management 14(8): 38-48.

Srikatanyoo, Natthawut and Jurgen Gnoth. 2005. “Quality Dimensions in International Tertiary Education: A Thai Prospective Students Perspective.” Quality Management Journal 12(1): 30-40.

Sultan, Parves and Tasmiha Tarafder. 2007. “A Model for Quality Assessment in Higher Education: Implications for ODL Universities.” Malaysian Journal of Distance Education 9(2): 125-143.

Sumaedi, Sik, Gede Bakti, and Nur Metasari. 2012. "An Empirical Study of State University Students Perceived Service Quality." Quality Assurance in Education 20(2) 164-183.

Teeroovengadum, Viraiyan, T. J. Kamalanabhan, and Ashley Keshwar Seebaluck. 2016. "Measuring Service Quality in Higher Education: Development of a Hierarchical Model (HESQUAL)." Quality Assurance in Education 24(2): 244-258.

Telford, Ronnie and Ron Masson. 2005. "The Congruence of Quality Values in Higher Education." Quality Assurance in Education 13(2): 107-119.

Wu, Yu-Chi, Chin-Shih Tsai, Hsiao-Wen Hsiung, and Kuan-Ying Chen. 2015. "Linkage between Frontline Employee Service Competence Scale and Customer Perceptions of Service Quality." Journal of Services Marketing 29(3) 224-234.

Yasin, Raudlotul Firdaus Fatah and Mohd. Shah Jani. 2013. “Islamic Education: The Philosophy, Aim, and Main Features.” International Journal of Education and Research 1(10): 1-18.

Yousapronpaiboon, Khanchitpol. 2014. “SERVQUAL: Measuring Higher Education Service Quality in Thailand.” Procedia - Social and Behavioral Sciences 116: 1088-1095.

Zenner, Keni & Dian Squire. 2020. “International Student Success: Exploring the Intercultural Competence of Academic Advisors”. Journal of Student Affairs Research and Practice: 1-14.

Zikmund, William G., Babin, B. J., Carr, J. C., & Griffin, M. 2003. Business Research Methods, (7th ed.). Thomson/South-Western.




DOI: https://doi.org/10.18860/ua.v21i1.9942

Refbacks

  • There are currently no refbacks.


Tools:

image host image host image host image host

Indexed By:

image host image host image hostimage hostimage hostimage hostimage host image host

All publication by Ulul Albab: Jurnal Studi Islam are licensed under a Creative Commons Attribution-ShareAlike (CC BY-SA)

Ulul Albab: Jurnal Studi Islam, P-ISSN : 1858-4349, E-ISSN : 2442-5249