SERVQUAL ANALYSIS OF STUDENT SATISFACTION WITH EDUCATIONAL FACILITIES AT AKADEMI PENERBANG INDONESIA BANYUWANGI
Published:
2026-08-28Downloads
Abstract
This study examines student satisfaction with educational facilities at Akademi Penerbang Indonesia Banyuwangi using the five SERVQUAL dimensions. A quantitative descriptive design was applied to a population of 164 students. The study calculated a minimum sample of 63 respondents using the Slovin formula, while 79 usable responses were included in the final analysis. Data were collected through field observation, a four-point Likert questionnaire, and literature review, then analyzed using Partial Least Squares Structural Equation Modeling with SmartPLS 3.0. The reported measurement model met the specified loading, average variance extracted, composite reliability, and Cronbach's alpha criteria. The structural model explained 93.5% of the variance in student satisfaction (adjusted R2 = 0.931). Assurance had the strongest significant effect on satisfaction (beta = 0.653, t = 6.918, p < 0.001), followed by empathy (beta = 0.375, t = 4.188, p < 0.001). Tangibles, reliability, and responsiveness were not significant at the 5% level. Because the report did not provide aggregate descriptive satisfaction scores, an overall satisfaction category cannot be validly assigned.
Keywords:
aviation education educational facilities PLS-SEM SERVQUAL student satisfactionReferences
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