The Influence of Service Innovation, University Reputation on Student Satisfaction: Academic Culture as a Mediator at Universitas Khairun

Ida Hidayanti, Johan Fahri, Fadhliah M. Alhadar

Abstract


Education is one of the driving forces for progress in the global community, one of which is through the emergence of innovations. With innovations in various fields of science and knowledge, changes have emerged that can positively impact people's lives. Higher Education, as one of the places of development of science, is a very appropriate place to develop innovations, both in the technological and social fields. On the other hand, changes in people's mindsets and behaviors demand changes in higher education institutions. The rapid development of science, supported by technological advances, demands changes in education and teaching patterns, including in higher education. With information disclosure and existing social and technological changes, science can develop further and more rapidly if the education system can adjust to the changes.

This study used a survey method with the distribution of questionnaires. The population of the study was students of Khairun University. Sample takers with non-probability sampling method, by convenience sampling. The analysis method used in this study used Smart PLSVersion 3.0
The results showed that out of 10 hypotheses, five hypotheses were accepted, and five hypotheses were rejected.

Keywords: Service Innovation, University Reputation, Academic Culture, University Student Satisfaction

 


Full Text:

PDF

References


Abdi, K., Mardani, A., Senin, A. A., Tupenaite, L., Naimaviciene, J., Kanapeckiene, L., & Kutut, V. (2018). The effect of knowledge management, organizational culture, and organizational learning on innovation in the automotive industry. Journal of Business Economics and Management, 19(1), 1-19.

Argenti, P., Druckenmiller, B. Reputation and the Corporate Brand. Corp Reputation Rev 6, 368–374 (2004). https://doi.org/10.1057/palgrave.crr.1540005

Balzac, Stephen R. (2011). Organizational Development. New York: McGraw Hill,

Blommerde & Lynch (2014). Dynamic capabilities for managing service innovation: towards a conceptual framework. https://www.researchgate.net/publication/265552185_Dynamic_Capabilities_for_Managing_Service_Innovation_Towards_a_Conceptual_Framework/link/5411e6fe0cf2788c4b354fb4/download

Creed, W. E. D., & Miles, R. E. (1996). Trust in organizations: A conceptual framework linking organizational forms, managerial philosophies, and the opportunity costs of controls. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (p. 16–38). Sage Publications, Inc. https://doi.org/10.4135/9781452243610.n2

Charles J, Formburn (1996). Reputation: Realizing Value from the Corporate Image. Cambridge, Massachusetts: Harvard Business School Press.

Dirisu, J., Worlu, R., Osibanjo, A., Salau, O., Borishade, T., Meninwa, S., & Atolagbe, T. (2018). An integrated dataset on organizational culture, job satisfaction, and performance in the hospitality industry. Data in brief, 19, 317-321.

Durst, S., Mention, A. L., & Poutanen, P. (2015). Service innovation and its impact: What do we know about? Investigacione Europeas de Dirección y Economía de la Empresa, 21(2), 65-72.

Feng, C., Ma, R., & Jiang, L. (2020). The impact of service innovation on firm performance: a meta-analysis. Journal of Service Management, 32(3), 289-314.

Feng, C., & Ma, R. (2020). Identification of the factors that influence service innovation in manufacturing enterprises by using the fuzzy DEMATEL method. Journal of Cleaner Production, 253, 120002.

Gareth, J. (2010). Organizational Theory, Design and Change (Sixth Edition). Pearson, Global

Edition.

Ghozali, I. (2014). Structural Equation Modeling Alternative Method with Partial Least Squares (PLS) Equipped with Smartpls 3.0, Xlstat 2014 and WarpPLS Software. 4 ed. Diponegoro University.

Herbig, P. & Milewicz, J. (1993) The Relationship of Reputation and Credibility to Brand Success. Journal of Consumer Marketing, 10, 18-24.

Hair, J. F., W. C.Black, B. J. Babin, and R. E. Anderson. 2010. Multivariate Data Analysis: Prentice Hall Upper Saddle River, New Jersey

Hart, C. (2012). Factors Associated With Student Persistence in an Online Program of Study: A Review of the Literature. Journal of Interactive Online Learning, 11(1), 19–42.

Hung, M. L., Chou, C., Chen, C. H., & Own, Z. Y. (2010). Learner readiness for online learning: Scale development and student perceptions. Computers and Education, 55(3), 1080–1090.https://doi.org/10.1016/j.compedu.2010.05.004

Hwang, E., & Shin, S. (2018). Characteristics of nursing students with high levels of academic resilience: A cross-sectional study. Nurse Education Today, 71(March), 54–59. https://doi.org/10.1016/j.nedt.2018.09.011

Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., & Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123-135.

Kotler Philip & Keller Lane Kevin (2009). Marketing Management. Volume I. 13th Edition Jakarta: Erlangga

Lau, Geok Then & Sook Han Lee. 1999. Customer's Trust in a Brand and the Link to Loyalty. Journal of Market Focussed Management.

Manohar, S., Mittal, A., & Marwah, S. (2019). Service innovation, corporate reputation, and word-of-mouth in the banking sector: A test on multigroup-moderated mediation effect. Benchmarking: An International Journal, 27(1), 406-429.

Meng, J., & Berger, B. K. (2019). The impact of organizational culture and leadership performance on PR professionals' job satisfaction: Testing the joint mediating effects of engagement and trust. Public Relations Review, 45(1), 64-75.

Muhammad Imran Hanif & Muhammad Umer Asghe (2018) Service Innovation and Service Innovation Performance: A Study of Banking Services. Pakistan Journal of Commerce and Social Sciences Vol. 12 (2), 670-694

Muflih, S., Abuhammad, S., Karasneh, R., Al-Azzam, S., Alzoubi, K., & Muflih, M. (2020). Online Education for Undergraduate Health Professional Education during the COVID-19 Pandemic: Attitudes, Barriers, and Ethical Issues. 1–17. https://doi.org/10.21203/rs.3.rs-42336/v1

Neuman, W. L. 2014. Social Research Methods: Qualitative and Quantitative Approaches. Seventh ed. England and Associated Companies throughout the world: Pearson Education Limited.

Nakayama M, Yamamoto H, & S. R. (2007). The Impact of Learner Characteristics on Learning Performance in Hybrid Courses among Japanese Students. Electronic Journal ELearning, Vol.5(3)

Paais, M., & Pattiruhu, J. R. (2020). Effect of motivation, leadership, and organizational culture on satisfaction and employee performance. The Journal of Asian Finance, Economics, and Business, 7(8), 577-588.

Santosa, P. I. 2018. Quantitative Research Methods: Hypothesis Development and Its Testing using SmartPLS: Andi.

Sekaran, U. 2003. Research Methods For Business: A Skill-Building Approach. John Wiley & Sons, Inc.

Sekaran, U., & R. Bougie. 2009. Research Method for Business: A Skill Building Approach. John Wiley & Sons Ltd: The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, United Kingdom.

Setiawan, R., Kulkarni, V. D., Al-Odeh, M., Nordin, N. A., Santhose, S. S., Raisal, I., ... & Rajest, S. S. (2020). The Impact of Corporate Reputation on Organizational Performance (Doctoral dissertation, Petra Christian University).

Soomro, B. A., & Shah, N. (2019). Determining the impact of entrepreneurial orientation and organizational culture on job satisfaction, organizational commitment, and employee performance. South Asian Journal of Business Studies.

Suwarno Yogi (2008). Public Sector Innovation. publication at: https://www.researchgate.net/publication/328202667

Singh, G., 'Donoghue, J. O., & Worton, H. (2005). A Study into the Effects Of eLearning On Higher Education. Journal of University Teaching & Learning Practice, 2(1)

Shen, X. & Tian, X. (2012). Academic Culture and Campus Culture of Universities. Higher Education Studies, Vol. 2 No. 2 (June). www. ccsenet.org/hes

Sundbo, J. & Gallouj, F. (1998) Innovation in services, The results of Work Package 3-4 of the

SI4S project, July.

Tjiptono, Fandy (1997). Marketers' Strategies. Yogyakarta: Andi Publishers

Unkhair (2019). University Government Agency Performance Accountability Report (LAKIP)

Khairun (UNKHAIR)

Wikhamn, W. (2019). Innovation, sustainable HRM, and customer satisfaction. International Journal of Hospitality Management, 76, 102-110.

Wipulanusat, W., Panuwatwanich, K., & Stewart, R. A. (2018). Pathways to workplace innovation and career satisfaction in the public service: The role of leadership and culture. International journal of organizational analysis.

Wu, H. C., Cheng, C. C., & Ai, C. H. (2018). A study of experiential quality, value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong. Tourism Management, 66, 200-220.

Zawacki-richter, O. (2003). The Growing Importance of Support for Learners and Faculty in Online Distance Education. 1–12.




DOI: https://doi.org/10.32535/jicp.v5i2.1688

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 Ida Hidayanti, Johan Fahri, Fadhliah M. Alhadar

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Flag Counter

Published by:

AIBPM Publisher

Editorial Office:

JL. Kahuripan No. 9 Hotel Sahid Montana, Malang, Indonesia
Phone:+62 341 366222
Email: journal.jicp@gmail.com
Website:http://ejournal.aibpmjournals.com/index.php/JICP

Supported by: Association of International Business & Professional Management

If you are interested to get the journal subscription you can contact us at admin@aibpm.org.

ISSN 2622-0989 (Print)
ISSN 2621-993X (Online)

DOI:Prefix 10.32535 by CrossREF

Journal of International Conference Proceedings (JICP) INDEXED:

 

In Process


This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.