A new insight into alumni satisfaction model for Islamic higher education institutions (IHEI)

Abdur Rafik · Anjar Priyono

21 citations0/0 files storedManagement Research Review

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Customer Service Quality and Loyalty Education and Islamic Studies Educational Outcomes and Influences

Abstract

Purpose The purpose of this study is to explore and decompose a satisfaction model using alumni’s perspective for Islamic-based higher education institutions (IHEI) with the antecedent of perceived quality and value and the consequence of loyalty. Design/methodology/approach A study was used, using 44-item, a ten-point Likert-scale questionnaire administered to 360 alumni from various classes started from the 1970s till 2000s. Theoretical-based, national qualification framework of Indonesian higher education and management-based considerations were involved in developing a survey. Data were analyzed using partial least square-structural equation model and decomposed into strategic management map using importance-performance matrix analysis. Findings The most important determinants of alumni satisfaction and loyalty in IHEI is the IHEI’s ability to develop career capability through enriching knowledge. Moreover, the presence of good environment and Islamic value embodiment supporting learning programs on campus is the most significant trigger for the knowledge development. Research limitations/implications The results were generated from a specific department. Additional studies are needed to test if the results are not department (institution)-specific. Practical implications This study provides strategic directions for management to improve the critical aspects of the system by providing the inputs to the extent to which the service quality delivered may contribute to end-customers’ satisfaction. Originality/value It contributes to the literature on satisfaction and service quality issues by incorporating ideological aspect, by investigating the feasible model of customer satisfaction in the perspective of alumni for IHEI.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2014A primer on partial least squares structural equation modeling (PLS-SEM)2014Partial least squares structural equation modeling (PLS-SEM)1992Measuring Service Quality: A Reexamination and Extension 2011An assessment of the use of partial least squares structural equation modeling in marketing research 1999Whence Consumer Loyalty?

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