Repository Universitas Pakuan

Detail Karya Ilmiah Dosen

Lisa Chandrasari Desianti, Hanik Nurlaila, Martinus Tukiran

Judul : MANAGING PARENT SATISFACTION OF PUBLIC ELEMENTARY SCHOOL ON EFFECT OF EXPECTATION AND PERCEIVED VALUE

Abstrak :
Usually there is no attention with regards to student's or parent’s satisfaction especially for public schools. The aim of this study is to examine how parents' satisfaction levels are influenced by their expectations and perception values, so that it can improve the quality of education through improving students or parent’s satisfaction. Research was conducted in Depok Baru 2 Public Elementary School, Depok City, Indonesia. The method of analysis uses Partial Least Squares Structural Equation Modelling (PLS-SEM). 60 data out of 72 was collected from 6th grade parents. Finding of this study showed, path coefficient of customer expectations to customer perceived value was 0.626; meanwhile path coefficient of customer expectations to customer satisfaction was -0.066; and the path coefficient of customer perceived value to customer satisfaction was 0.877. Finally, the path coefficient of customer expectation to customer satisfaction through customer value was 0.549. This proves that the existence of variable mediation of customer perceived value successfully mediated customer expectations toward customer satisfaction.

Tahun : 2021 Media Publikasi : Jurnal Internasional

Kategori : Jurnal No/Vol/Tahun : 4 / 2 / 2021

ISSN/ISBN : 2722-8878

PTN/S : Pakuan Program Studi : MANAJEMEN PENDIDIKAN

Bibliography :
Anderson, Eugene W., Claes Fornell & Donald R. Lehmann. (1994). Customer Satisfaction, Market Share and Profitability: Finding From Sweden. Journal of Marketing. 58.

Almsalam, S. (2014). The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfaction. International Journal of Business and Management Invention, 3(8), 79-84.

Barnes, J. G. (2003). Secret of Customer Relationship Management (Customer Relationship Management Secrets). Yogyakarta: Andi.

Barrett, P. (2007). Structural Equation Modelling: Adjudging Model Fit. Personality and Individual Differences, 42 (815-824).10.1016/j.paid.2006.09.018.

Bailey, D., Scarborough, A., & Hebbeler, K. (2003). Families’ first experiences with early intervention. Menlo Park, CA: SRI International.

Cheng, Y. C., & Cheung, W. M. (2004). Four types of school environment: Multilevel self-management and educational quality. Educational Research and Evaluation, 10(1), 71-100.

Eva Yi Hung Lau, Jian-Bin Li & Kerry Lee (2021): Online Learning and Parent Satisfaction during COVID-19: Child Competence in Independent Learning as a Moderator, Early Education and Development, DOI: 10.1080/10409289.2021.1950451

Evans, J. R. (2005). Total Quality: Management, Organization and Strategy. Thomson, South Western.

Gupta, S. (2005). Managing customers as investments. Pearson Education India.

Gillian Hampden-Thompson & Claudia Galindo (2016): School–family relationships, school satisfaction and the academic achievement of young people, Educational Review, DOI: 10.1080/00131911.2016.1207613.

Gibbons, S., and O. Silva. (2009). School Quality, Child Well-Being and Parents’ Satisfaction. Centre for the Economic of Education (report no. CEE DP 103). London, UK: London School of Economics.

Hair, J. F., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2014). A primer partial least squares structural equation modeling (PLS-SEM). SAGE Publications.

Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55.

Imai, Masaaki, Gemba Kaizen. (2012). A Commonsense Approach to a Continuous Improvement Strategy, Second Edition. New York: McGraw-Hill, 2012.

Jones, T.O., & W.E. Sasser. (1995). Why Satisfied Customers Defect”, Harvard Business Review, November-December, pp. 88-99.

Kotler, P., & Keller, K., L. (2012). Marketing Management (14Th Edition). New Jersey: Prentice Hall.

Tung, Lai-Lai. (2004). Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS). Information Systems Frontiers. 6. 353-368. 10.1023/B:ISFI.0000046377.32617.3d.

Mossi P., Ingusci E., Tonti M., and Salvatore S. (2019) QUASUS: A Tool for Measuring the Parents’ School Satisfaction. Front. Psychol. 10:13. doi: 10.3389/fpsyg.2019.00013

Mulyani and Fitrianti, E. (2012). Analysis of The Effect of Customer Expectations, Product Quality, and Customer Satisfaction on Credit Card User Loyalty PT. XYZ, Tbk in Makasar. Hasanuddin University.

Mukherjee, L. S., and Dutta, S. (2021). A Comparative Study of School Parent Satisfaction Predictors using different Classifiers International Journal for Research in Applied Sciences and Biotechnology. Volume-8, Issue-3 (May 2021). https://doi.org/10.31033/ijrasb.8.3.14

Oliver, R. L. (2010). Customer Satisfaction. Wiley International Encyclopedia of Marketing. doi:10.1002/9781444316568.wiem03008

Payne, Adrian & Holt, Sue. (2002). Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing. British Journal of Management. 12. 159 - 182. 10.1111/1467-8551.00192.

Purwanto, A., Asbari, M., & Santoso, T. I. (2021). Analisis Data Penelitian Marketing: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Besar. Journal of Industrial Engineering & Management Research, 2(4), 216 - 227. https://doi.org/10.7777/jiemar.v2i4.178

Purwanto, A., Purba,J.T, Bernarto,I., Sijabat,R.(2021). The Role of Transformational Leadership, Organizational citizenship behaviour, Innovative Work Behaviour, Quality Work Life, Digital Transformation and Leader member exchange on Universities Performance. Linguistica Antverpiensia.2021(2).2908-2932

Purwanto, A., Asbari, M., & Santosi, T. I. (2021). Analisis Data Penelitian Manajemen Pendidikan: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Kecil. INTERNATIONAL JOURNAL OF SOCIAL, POLICY AND LAW, 1(1), 111 - 121. https://doi.org/10.8888/ijospl.v1i1.64

Purwanto, A., Asbari, M., & Santoso, T. I. (2021). Analisis Data Penelitian Sosial dan Manajemen: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Medium. International Journal of Social and Management Studies, 2(4), 43–53. https://doi.org/10.5555/ijosmas.v2i4.50

Sallis, E. (2002). Total Quality Management in Education (3rd ed.). Routledge, United Kingdom. https://doi.org/10.4324/9780203417010

Sweeney, J. C., and Soutar, G. N. (2001). Consumer Perceived Value: The Development of a Multiple Item Scale. Journal of Retailing 77(2), 203-220.

Tjiptono, F dan Diana, A. (2016). Marketing. Jogyakarta: Andi.

Tukiran, M., Pattyranie, H.P., Sunaryo, W. (2021). Obtaining Customer Satisfaction by Managing Customer Expectation, Customer Perceived Quality and Perceived Value. Journal Uncertain Supply Chain Management 9 (2021) 481–488.

Walpole, Ronald E dan Raymond H Myers. (1995). Opportunity Science and Statistics for Engineers and Scientists 4th Edition. Translation by R.K. Sembiring. Bandung: ITB.

Zachary W. Oberfield. (2019). Parent Engagement and Satisfaction in Public Charter and District Schools. American Educational Research Journal, pp. 1–42. DOI: 10.3102/0002831219868983.

URL : https://jiemar.org/index.php/jiemar/article/view/181

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Detail Karya Ilmiah Dosen

Lisa Chandrasari Desianti, Hanik Nurlaila, Martinus Tukiran

Judul	:	MANAGING PARENT SATISFACTION OF PUBLIC ELEMENTARY SCHOOL ON EFFECT OF EXPECTATION AND PERCEIVED VALUE
Abstrak	:	Usually there is no attention with regards to student's or parent’s satisfaction especially for public schools. The aim of this study is to examine how parents' satisfaction levels are influenced by their expectations and perception values, so that it can improve the quality of education through improving students or parent’s satisfaction. Research was conducted in Depok Baru 2 Public Elementary School, Depok City, Indonesia. The method of analysis uses Partial Least Squares Structural Equation Modelling (PLS-SEM). 60 data out of 72 was collected from 6th grade parents. Finding of this study showed, path coefficient of customer expectations to customer perceived value was 0.626; meanwhile path coefficient of customer expectations to customer satisfaction was -0.066; and the path coefficient of customer perceived value to customer satisfaction was 0.877. Finally, the path coefficient of customer expectation to customer satisfaction through customer value was 0.549. This proves that the existence of variable mediation of customer perceived value successfully mediated customer expectations toward customer satisfaction.
Tahun	:	2021	Media Publikasi	:	Jurnal Internasional
Kategori	:	Jurnal	No/Vol/Tahun	:	4 / 2 / 2021
ISSN/ISBN	:	2722-8878
PTN/S	:	Pakuan	Program Studi	:	MANAJEMEN PENDIDIKAN
Bibliography	:	Anderson, Eugene W., Claes Fornell & Donald R. Lehmann. (1994). Customer Satisfaction, Market Share and Profitability: Finding From Sweden. Journal of Marketing. 58. Almsalam, S. (2014). The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfaction. International Journal of Business and Management Invention, 3(8), 79-84. Barnes, J. G. (2003). Secret of Customer Relationship Management (Customer Relationship Management Secrets). Yogyakarta: Andi. Barrett, P. (2007). Structural Equation Modelling: Adjudging Model Fit. Personality and Individual Differences, 42 (815-824).10.1016/j.paid.2006.09.018. Bailey, D., Scarborough, A., & Hebbeler, K. (2003). Families’ first experiences with early intervention. Menlo Park, CA: SRI International. Cheng, Y. C., & Cheung, W. M. (2004). Four types of school environment: Multilevel self-management and educational quality. Educational Research and Evaluation, 10(1), 71-100. Eva Yi Hung Lau, Jian-Bin Li & Kerry Lee (2021): Online Learning and Parent Satisfaction during COVID-19: Child Competence in Independent Learning as a Moderator, Early Education and Development, DOI: 10.1080/10409289.2021.1950451 Evans, J. R. (2005). Total Quality: Management, Organization and Strategy. Thomson, South Western. Gupta, S. (2005). Managing customers as investments. Pearson Education India. Gillian Hampden-Thompson & Claudia Galindo (2016): School–family relationships, school satisfaction and the academic achievement of young people, Educational Review, DOI: 10.1080/00131911.2016.1207613. Gibbons, S., and O. Silva. (2009). School Quality, Child Well-Being and Parents’ Satisfaction. Centre for the Economic of Education (report no. CEE DP 103). London, UK: London School of Economics. Hair, J. F., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2014). A primer partial least squares structural equation modeling (PLS-SEM). SAGE Publications. Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. Imai, Masaaki, Gemba Kaizen. (2012). A Commonsense Approach to a Continuous Improvement Strategy, Second Edition. New York: McGraw-Hill, 2012. Jones, T.O., & W.E. Sasser. (1995). Why Satisfied Customers Defect”, Harvard Business Review, November-December, pp. 88-99. Kotler, P., & Keller, K., L. (2012). Marketing Management (14Th Edition). New Jersey: Prentice Hall. Tung, Lai-Lai. (2004). Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS). Information Systems Frontiers. 6. 353-368. 10.1023/B:ISFI.0000046377.32617.3d. Mossi P., Ingusci E., Tonti M., and Salvatore S. (2019) QUASUS: A Tool for Measuring the Parents’ School Satisfaction. Front. Psychol. 10:13. doi: 10.3389/fpsyg.2019.00013 Mulyani and Fitrianti, E. (2012). Analysis of The Effect of Customer Expectations, Product Quality, and Customer Satisfaction on Credit Card User Loyalty PT. XYZ, Tbk in Makasar. Hasanuddin University. Mukherjee, L. S., and Dutta, S. (2021). A Comparative Study of School Parent Satisfaction Predictors using different Classifiers International Journal for Research in Applied Sciences and Biotechnology. Volume-8, Issue-3 (May 2021). https://doi.org/10.31033/ijrasb.8.3.14 Oliver, R. L. (2010). Customer Satisfaction. Wiley International Encyclopedia of Marketing. doi:10.1002/9781444316568.wiem03008 Payne, Adrian & Holt, Sue. (2002). Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing. British Journal of Management. 12. 159 - 182. 10.1111/1467-8551.00192. Purwanto, A., Asbari, M., & Santoso, T. I. (2021). Analisis Data Penelitian Marketing: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Besar. Journal of Industrial Engineering & Management Research, 2(4), 216 - 227. https://doi.org/10.7777/jiemar.v2i4.178 Purwanto, A., Purba,J.T, Bernarto,I., Sijabat,R.(2021). The Role of Transformational Leadership, Organizational citizenship behaviour, Innovative Work Behaviour, Quality Work Life, Digital Transformation and Leader member exchange on Universities Performance. Linguistica Antverpiensia.2021(2).2908-2932 Purwanto, A., Asbari, M., & Santosi, T. I. (2021). Analisis Data Penelitian Manajemen Pendidikan: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Kecil. INTERNATIONAL JOURNAL OF SOCIAL, POLICY AND LAW, 1(1), 111 - 121. https://doi.org/10.8888/ijospl.v1i1.64 Purwanto, A., Asbari, M., & Santoso, T. I. (2021). Analisis Data Penelitian Sosial dan Manajemen: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Medium. International Journal of Social and Management Studies, 2(4), 43–53. https://doi.org/10.5555/ijosmas.v2i4.50 Sallis, E. (2002). Total Quality Management in Education (3rd ed.). Routledge, United Kingdom. https://doi.org/10.4324/9780203417010 Sweeney, J. C., and Soutar, G. N. (2001). Consumer Perceived Value: The Development of a Multiple Item Scale. Journal of Retailing 77(2), 203-220. Tjiptono, F dan Diana, A. (2016). Marketing. Jogyakarta: Andi. Tukiran, M., Pattyranie, H.P., Sunaryo, W. (2021). Obtaining Customer Satisfaction by Managing Customer Expectation, Customer Perceived Quality and Perceived Value. Journal Uncertain Supply Chain Management 9 (2021) 481–488. Walpole, Ronald E dan Raymond H Myers. (1995). Opportunity Science and Statistics for Engineers and Scientists 4th Edition. Translation by R.K. Sembiring. Bandung: ITB. Zachary W. Oberfield. (2019). Parent Engagement and Satisfaction in Public Charter and District Schools. American Educational Research Journal, pp. 1–42. DOI: 10.3102/0002831219868983.
URL	:	https://jiemar.org/index.php/jiemar/article/view/181