Does Service Quality in Education and Training Process Matters? Study of Government’s Human Resource Agencies in Indonesia
This study aims to investigate the application of service quality theory to explain and predict the satisfaction, trust, and motivation of participants at leadership education and training programs of echelon 3 and 4 held by Human Resource Development Board Province in Indonesia. This study uses purposive sampling and survey methods to generate sampling, which consists of 480 respondents from some of the main provinces in Indonesia. The data are analyzed using Variance Based Structural Equation Modeling - Partial Least Square due to the existence of formative indicators for service quality. The result shows that five dimensions of service quality have a positive and significant effect on participants’ satisfaction, which, in turn, impacts their trust and motivation. Responsiveness is one of service quality dimensions with the greatest influence on participants’ satisfaction. Data collected in this study are limited to the context of leadership education and training programs of echelon 3 and 4. Thus, further research may involve other education and training programs. The results of this study may serve as a guideline for other education and training providers in other provinces or places of Indonesia to increase their service quality, which will impact satisfaction, trust, and motivation of participants.
Abili, K., Narenji Thani, F., Mokhtarian, F. and Mehdi Rashidi, M. (2012) ‘Assessing quality gap of university services’, Asian Journal on Quality, Vol. 12, No. 2, pp. 167–175. https://doi.org/10.1108/15982681111158724
Ahmed, I., Nawaz, M.M., Ahmad, Z., Ahmad, Z., Shaukat, M.Z., Usman, A., Rehman, W. and Ahmed, N. (2010) ‘Does service quality affect students ’ performance? Evidence from institutes of higher learning’, African Journal of Business Management, Vol. 4, No. 12, pp. 2527–2533.
Akbar, M. M. and Parvez, N. (2009) ‘Impact of Service Quality, Trust, And Customer Satisfaction Loyalty’, ABAC Journal, Vol. 29, No. 1, pp. 24–38.
Alfes, K., Shantz, A. and Truss, C. (2012) ‘The link between perceived HRM practices, performance and well-being: the moderating effect of trust in the employer’, Human Resource Management Journal, Vol. 22, No. 4, pp. 409–427. https://doi.org/10.1111/1748-8583.12005
Amorim, M. and Saghezchi, F. B. (2014) ‘An investigation of service quality assessments across retail formats’, International journal of quality and service sciences, Vol. 6, No. 2/3, pp. 221–236. https://doi.org/10.1108/IJQSS-02-2014-0015
Anderson, J. C., and Gerbing, D.W. (1988) ‘Structural Equation Modeling in Practice: A Review and Recommended Two-step Approach’, Psychological Bulletin, Vol. 103, No.3, pp. 411-423. https://doi.org/10.1037/0033-2909.103.3.411
Blass, E. and Weight, P. (2005) ‘The MBA is dead – part 1: God save the MBA!’, On The Horizon, Vol. 13, No. 4, pp. 229–240. https://doi.org/10.1108/10748120510627358
Budiyanti, H. and Patiro, S. P. S. (2018) ‘Perceived Fairness, Emotions, and Intention of Fast Food Chain Restaurants Customers in Indonesia’, Gadjah Mada International Journal of Business, Vol. 20, No. 2, pp. 229–252. https://doi.org/10.22146/gamaijb.30136
Budiyanti, H., Patiro, S. P. S. and Nurman (2018) ‘Organizational Justice Perception of Indonesia Civil Servants, Does It Matter?’, Jurnal Ekonomi dan Bisnis, Vol. 21, No. 2, pp. 333–360. https://doi.org/10.24914/jeb.v21i2.2017
Budiyanti, H., Yamin, A. and Patiro, S. P. S. (2019) ‘Public Service Motivation Measurement: A Test of Perry’s Scale in Indonesia’, Jurnal Kebijakan dan Administrasi Publik, Vol. 23, No. 1, pp. 16–32. https://doi.org/10.22146/jkap.39653
Butt, M. M. and Aftab, M. (2013) ‘Incorporating Attitude Towards Halal Banking in An Integrated Service Quality, Satisfaction, Trust and Loyalty Model in Online Islamic Banking Context’, International Journal of Bank Marketing, Vol. 32, No. 1, pp. 6–23. https://doi.org/10.1108/02652321311292029
Choudhury, K. (2014) ‘Service Quality and Word of Mouth: A Study of The Banking Sector’, International Journal of Bank Marketing, Vol. 32, No. 7, pp. 612–627. https://doi.org/10.1108/IJBM-12-2012-0122
Chua, C. (2004) Perception of Quality in Higher Education Clare Chua. Proceedings of the Australian Universities Quality Forum 2004. Adelaide.
Collier, J. E. and Bienstock, C. C. (2009) ‘Model Misspecification: Contrasting Formative and Reflective Indicators for A Model of E-Service Quality’, Journal of Marketing Theory and Practice, Vol. 17, No. 3, pp. 283–293. https://doi.org/10.2753/MTP1069-6679170306
Cook, D. and Artino, A. R. (2016) ‘Motivation to Learn : An Overview of Contemporary Theories’, Medical Education, Vol. 50, No. 1, pp. 997–1014. https://doi.org/10.1111/medu.13074
Cornuel, E. (2005) ‘The role of business schools in society’, Journal of Management Development, Vol. 24, No. 9, pp. 819–829. https://doi.org/10.1108/02621710510621321
Cronin, J. J. and Taylor, S. A. (1992) ‘Measuring Service Quality: A Reexamination and Extension’, Journal of Marketing, Vol. 56, No. 3, pp. 55–68. https://doi.org/10.2307/1252296
Cuthbert, P. F. (1996) ‘Managing service quality in HE: is SERVQUAL the answer? Part 1’, Managing Service Quality: An International Journal, Vol. 6, No. 2, pp. 11–16. https://doi.org/10.1108/09604529610109701
Davies, J., Douglas, A. and Douglas, J. (2007) ‘The effect of academic culture on the implementation of the EFQM Excellence Model in UK universities’, Quality Assurance in Education, Vol. 15, No. 4, pp. 382–401. https://doi.org/10.1108/09684880710829965
Dermitzaki, I., Vavougios, D. and Kotsis, K. T. (2012) ‘Adaptation of the Students ’ Motivation Towards Science Learning ( SMTSL ) questionnaire in the Greek language’, European Journal in Psychological Education, Vol. 28, No. 3, pp. 1–21. https://doi.org/10.1007/s10212-012-0138-1
Di Serio, A., Ibáñez, M. B. and Kloos, C. D. (2013) ‘Impact of an augmented reality system on students’ motivation for a visual art course’, Computers & Education, Vol. 68, No. 1, pp. 586–596. http://dx.doi.org/10.1016/j.compedu.2012.03.002
Eccles, J. S. and Wigfield, A. (2002) ‘Motivational Beliefs, Values and Goals’, Annual Review of Psychology, Vol. 53, No.1, pp. 109-132. https://doi.org/10.1146/annurev.psych.53.100901.135153
Farndale, E., Hope-Hailey, V. and Kelliher, C. (2011) ‘High commitment performance management: the roles of justice and trust’, Personnel Review, Vol. 40, No. 1, pp. 5–23. https://doi.org/10.1108/00483481111095492
Fatima, J.K. and Razzaque, M.A. (2014) ‘Roles of trust on rapport and satisfaction in services’, Asia Pacific Journal of Marketing and Logistics, Vol. 26, No. 4, pp. 566–578. https://doi.org/10.1108/APJML-01-2014-0013
Furió Ferri, D., Juan, M., Segui, I. and Vivó Hernando, R. (2015) ‘Mobile learning vs. traditional classroom lessons: A comparative study’, Journal of Computer Assisted Learning, Vol. 31, No. 3, pp. 189–201. https://doi.org/10.1111/jcal.12071
Gefen, D., Rigdon, E. E. and Straub, D. (2011) ‘An Update and Extension to SEM Guidelines for Administrative and Social Science Research’, MIS Quarterly, Vol. 35, No. 2, pp. A1–A7. https://doi.org/10.2307/23044042
Gruber, T., Fuß, S., Voss, R. and Gläser-Zikuda, M. (2010) ‘Examining student satisfaction with higher education services: using a new measurement tool’, International Journal of Public Sector Management, Vol. 23, No. 2, pp. 105–123. https://doi.org/10.1108/09513551011022474
Gwinner, K., Gremler, D., and Bitner, M. J. (1998) ‘Relational Benefits in Service Industries: The Customer’s Perspective’, Journal of the Academy of Marketing Science, Vol. 26, No. 2, pp. 101-114. https://doi.org/10.1177/0092070398262002
Hair, J. F., Black, W., Babin, B. and Anderson, R. (2010) Multivariate Data Analysis, 7th edition, Edinburgh Gate: Pearson.
Hair, J. F., Ringle, C. M. and Sarstedt, M. (2011) ‘PLS-SEM: Indeed a Silver Bullet’, Journal of Marketing Theory and Practice, Vol. 19, No. 2, pp. 139–152. https://doi.org/10.2753/MTP1069-6679190202
Hair, J. F., Sarstedt, M., Pieper, T. and Ringle, C. M. (2012) ‘The use of partial least squares structural equation modeling in strategic management research: A review of past practices and recommendations for future applications’, Long Range Planning, Vol. 45, No. 5–6, pp. 320–340. https://doi.org/10.1016/j.lrp.2012.09.008
Hsiao, C. and Lin, J. (2008) ‘A Study of Service Quality in Public Sector’, International Journal of Electronic Business Management, Vol. 6, No. 1, pp. 29–37.
Hufton, N. R., Elliot, J. G. and Illushin, L. (2003) ‘Teachers' Beliefs about Student Motivation: Similarities and Differences Across Cultures’, Comparative Education, Vol. 39, No. 3, pp. 367-389. https://doi.org/10.1080/0305006032000134427
Kassim, N. and Abdullah, N. A. (2010) ‘The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis’, Asia Pacific Journal of Marketing and Logistics, Vol. 22, No. 3, pp. 351–371. https://doi.org/10.1108/13555851011062269
Kloutsiniotis, P.V. and Mihail, D. M. (2018) ‘The link between perceived high-performance work practices,employee attitudes and service quality: The mediating and moderating role of trust’, Employee Relations, Vol. 40, No. 5, pp. 801–821. https://doi.org/10.1108/ER-08-2017-0201
Kock, N. (2013) ‘Using WarpPLS in E-Collaboration Studies: What If I Have Only One Group and One Condition’, International Journal of E-Collaboration, Vol. 9, No. 3, pp. 1–12. https://doi.org/10.4018/jec.2013070101
Laaksonen, T., Jarimo, T. and Kulmata, H. I. (2009) ‘Cooperative strategies in customer – supplier relationships: the role of interfirm trust’, International Journal of Production Economics, Vol.120, No.1, pp. 79–87. https://doi.org/10.1016/j.ijpe.2008.07.029
LAN (2015a) Peraturan Kepala Lembaga Administrasi Negara (PERKALAN) [Code of Rule from The Head of State Administrative Institution]. Nomor 19. Jakarta: Lembaga Administrasi Negara
LAN (2015b) Peraturan Kepala Lembaga Administrasi Negara (PERKALAN) [Code of Rule from The Head of State Administrative Institution]. Nomor 20. Jakarta: Lembaga Administrasi Negara
Leonnard (2018) ‘The Performance of SERVQUAL to Measure Service Quality in Private University’, Journal on Efficiency and Responsibility in Education and Science, Vol. 11, No. 1, pp. 16–21. https://doi.org/10.7160/eriesj.2018.110103
Lien, C., Wu, J., Chen, Y. and Wang, C. (2014) ‘Trust transfer and the effect of service quality on trust in the healthcare industry’, Managing Service Quality: An International Journal, Vol. 24, No. 4, pp. 399–416. https://doi.org/10.1108/MSQ-11-2013-0255
Lovelock, C. and Wright, L. (2002) Principles of Service Marketing and Management, 2nd edition, New Jersey: Pearson.
Lovelock, C. and Gummesson, E. (2004) ‘Whither Services Marketing ?’, Journal of Service Research,Vol. 7, No. 1, pp. 20–41. https.//doi.org/10.1177/1094670504266131
McAdam, R. and Welsh, W. (2000) ‘A critical review of the business excellence quality model applied to further education colleges’, Quality Assurance in Education, Vol. 8, No. 3, pp. 120–130. https://doi.org/10.1108/09684880010372716
Meyer, D. K, and Turner, J. C. (2006) ‘Re-conceptualizing Emotion and Motivation to Learn in Classroom Contexts’, Educational Psychology Review, Vol. 18, No. 4, pp.377-390. https://doi.org/10.1007/s10648-006-9032-1
Neuman, L, W. (2014) Social Research Methods Qualitative and Quantitative Approaches, 7th edn. Essex, UK: Pearson.
Ng, S., David, M. E. and Dagger, T. S. (2011) ‘Generating positive word-of-mouth in the service experience’, Managing Service Quality: An International Journal, vol. 21, No. 2, pp. 133–151. https://doi.org/10.1108/09604521111113438
O’Cass, A. and Carlson, J. (2012) ‘An empirical assessment of consumers’ evaluations of web site service quality: conceptualizing and testing a formative model’, Journal of Services Marketing, Vol. 26, No. 6, pp. 419–434. https://doi.org/10.1108/08876041211257909
Oliveira, O. J. D. and Ferreira, E. (2009) ‘Adaptation and application of the SERVQUAL scale in higher education’, The Proceedings of the POMS 20th Annual Conference, Orlando, FL.
Parasuraman, A., Zeithaml,V. A. and Berry, L. L. (1985) ‘A Conceptual Model of Service Quality and its Implication for Future Research (SERVQUAL)’, Journal of Marketing, Vol. 49, No. 4, pp. 41–50. https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml,V. A. and Berry, L. L. (1988) ‘SERVQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality’, Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
Parasuraman, A., Zeithaml,V. A. and Berry, L. L. (1994) ‘Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: implications for Furtiier Research’, Journal of Marketing, Vol. 58, No. 1, pp. 111-124. https://doi.org/10.2307/1252255
Pariseau, S. E. and McDaniel, J. R. (1997) ‘Assessing service quality in schools of business’, International Journal of Quality & Reliability Management, Vol. 14, No. 3, pp. 204–218. https://doi.org/10.1108/02656719710165455
Rabaa’i, A. (2015) ‘Conceptualising IS-service quality as a multi-dimensional formative construct: an empirical analysis’, International Journal of Information Systems and Management, Vol. 1, No. 3, pp. 240–263. https://doi.org/ 10.1504/IJISAM.2015.072297
Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D. and Naidoo, P. (2010) ‘Service Quality In The Public Service’, International Journal of Management and Marketing Research, Vol. 3, No. 1, pp. 37–50.
Ribbink, D., van Riel, A., Liljander,V. and Streukens, S. (2004) ‘Comfort your online customer: quality, trust, and loyalty on the internet’, Managing Service Quality, An International Journal, Vol. 14, No. 6, pp. 446–456. https://doi.org/10.1108/09604520410569784
Robbins, S. P. and Judge, T. A. (2015) Organizational behavior, 16th Edition. New Jersey: Pearson.
Saleem, M. A., Zahra, S. and Yaseen, A. (2017) ‘Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry’, Asia Pacific Journal of Marketing and Logistics, Vol. 29, No. 5, pp. 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192
Schiffman, L. G. and Wisenblit, J. (2015) Consumer behavior, 11th edition, Boston: Pearson.
Silvestri,C., Aquilani, B and Ruggieri, A. (2017) ‘Service quality and customer satisfaction in thermal tourism’, The TQM Journal, Vol. 29, No. 1, pp. 55–81. https://doi.org/10.1108/TQM-06-2015-0089
Singh, R. and Khanduja, D. (2010) ‘SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors from Faculty Perspective in Higher Education’, International Journal of Engineering Science and Technology, Vol. 2, No.7, pp. 3297–3304.
Skinner, E. A. and Belmont, M. J. (1993) ‘Motivation in the Classroom : Reciprocal Effects of Teacher Behavior and Student Engagement Across the School Year’, Journal of Educational Psychology, Vol. 85, No. 4, pp. 571–581. https://doi.org/10.1037/0022-06184.108.40.2061
Sobral, D. T. (2004) ‘What Kind of Motivation Drives Medical Students' Learning Quests?’, Medical Education, Vol. 38, No. 9, pp. 950-957. https://doi.org/10.1111/j.1365-2929.2004.01913.x
Stukalina, Y. (2010) ‘Using quality management procedures in education: Managing the learner-centered educational environment’, Technological and Economic Development of Economy, Vol. 16, No. 1, pp. 75–93. https://doi.org/10.3846/tede.2010.05
Subrahmanyam, A. (2017) ‘Relationship between service quality, satisfaction, motivation and loyalty: A multi-dimensional perspective’, Quality Assurance in Education, Vol. 25, No. 2, pp. 171–188. https://doi.org/10.1108/QAE-04-2013-0016
Subrahmanyam, A. and Bellamkonda, R. S. (2012) ‘Development of HiEdQUAL for Measuring Service Quality in Indian Higher Education Sector’, International Journal of Innovation, Management and Technology, Vol. 3, No. 4, pp. 412–416. https://doi.org/10.7763/IJIMT.2012.V3.265
Subrahmanyam, A. and Bellamkonda, R. S. (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, No. 2, pp. 448–517. https://doi.org/10.1108/JM2-01-2014-0010
Subrahmanyam, A., Bellamkonda, R. S. and Mishra, R. K. (2013) ‘Critical review on issues and challenges to measure service quality in higher education’, International Journal of Current Research, Vol. 5, No. 1, pp. 38–41.
Sweis, R., Diab, H., Mahmoud Saleh, F., Suifan, T. and Dahiyat, S. (2016) ‘Assessing service quality in secondary schools: the case of Jordan’, Benchmarking: An International Journal, Vol. 23, No. 5, pp. 1207-1226. https://doi.org/10.1108/BIJ-04-2015-0031
Tenenhaus, M., Amato, S. and Esposito Vinzi, V. (2004) ‘A global goodness-of-fit index for PLS structural equation modelling’, Proceedings of the XLII SIS scientific meeting, Padova, pp. 739-742.
Wolfgang, M. E., and Dowling, W. D (1981) ‘Differences in Motivation of Adult and Younger Undergraduates’, Journal of Higher Education, Vol. 52, N0. 6, pp. 640-646. https://doi.org/10.1080/00221546.1981.11778136
Zeithaml, V. A., Parasuraman, A. and Berry, L. L. (1990) Delivering Service Quality: Balancing Consumer Perception and Expectations. New York: The free press.
Zimmerman, B. J. (2008) ‘Investigating Self-Regulation and Motivation: Historical Background, Methodological Developments, and Future Prospects’, American Educational Research Journal, Vol. 45, No. 1, pp. 166-183. https://doi.org/10.3102/0002831207312909
Copyright (c) 2020 Hety Budiyanti, Shine Pintor Siolemba Patiro, Muhammad Djajadi, Sri Astuty
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors declare with this manuscript intended for publication to ERIES Journal that:
- all co-authors agree with the publication of the manuscript even after amendments arising from peer review;
- all co-authors agree with the posting of the full text of this work on the web page of ERIES Journal and to the inclusion of references in databases accessible on the internet;
- no results of other researchers were used in the submitted manuscript without their consent, proper citation, or acknowledgement of their cooperation or material provided;
- the results (or any part of them) used in the manuscript have not been sent for publication to any other journal nor have they already been published (or if so, that the relevant works are cited in this manuscript);
- submission of the manuscript for publication was completed in accordance with the publishing regulations pertaining to place of work;
- experiments performed comply with current laws and written consent of the Scientific Ethics Committee / National Animal Care Authority (as is mentioned in the manuscript submitted);
- grant holders confirm that they have been informed of the submitted manuscript and they agree to its publication.
Authors retain copyright and grant ERIES Journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the published work with an acknowledgement of its initial publication in ERIES Journal. Moreover, authors are able to post the published work in an institutional repository with an acknowledgement of its initial publication in ERIES Journal. In addition, authors are permitted and encouraged to post the published work online (e.g. institutional repositories or on their website) as it can lead to productive exchanges, as well as earlier and greater citation of published work.