Relationship of service value to student satisfaction and it's impact on tourism and hospitality education in Indonesia

• Main Authors: Zaharuddin, ,, Lebai Othman, Ismail
• Format: Conference or Workshop Item
• Language: English
• Published: 2014
• Subjects: LB2300 Higher Education
• Online Access: http://repo.uum.edu.my/13289/1/6.pdf; http://repo.uum.edu.my/13289/; http://www.thic-uum.com/

Student satisfaction is the key to success or spearheads a community college.Quality customer service is a cornerstone to the success of the business, therefore is duty bound that institutions of higher learning especially in tourism and hospitality to cater for those needs. Without a service department that is satisfying customers, loyalty may not form and customers may not return. Satisfaction has gained the attention of the dominant or becoming a strategic factor in service (Gilbert, Lumpkin and Dant, 1992). Therefore, the universities have the knowledge and understand what a student needs are.University management should know whether the quality of services provided meet the demand of college student and in accordance with their wishes or just the opposite. Thus the universities in Indonesia and anywhere else should plan a program of improving quality of services rendered by considering the gap between the expected services with perceived service.With the change of services provided, the educational institutions are expected to progress rapidly through the satisfaction of creating a product or service rendered. The impact of service value can either contribute to the addition of more students enrolment at the college and are expected to improve student satisfaction, thus whether the value of services in higher institution can create positive impact on student satisfaction and such will increased number of students intake remain to be seen. For it is necessary to study the relationship between service value and satisfaction for college students as well as the impact on Tourism and Hospitality institutions.