Akdere, M., Top, M., & Tekingündüz, S. (2020). Examining Patient Perceptions of Service Quality in Turkish Hospitals: The Servperf Model. Total Quality Management & Business Excellence, 31(3-4), 342-352. https://doi.org/10.1080/14783363.2018.1508686
Alzoubi, H., Alshurideh, M., Kurdi, B., & Inairat, M. J. U. S. C. M. (2020). Do Perceived Service Value, Quality, Price Fairness and Service Recovery Shape Customer Satisfaction and Delight? A Practical Study in the Service Telecommunication Context. Uncertain Supply Chain Management, 8(3), 579-588. https://doi.org/10.5267/j.uscm.2020.2.005
Ariyanto, E., Aima, M. H., & Sari, A. N. M. (2020). Analysis of the Effect of Service Quality Dimensions on Student Satisfaction in Master of Management of Mercu Buana University. IOSR Journal of Business and Management (IOSR-JBM), 22(6), 05-13.
Bahasoan, A. N., Ayuandiani, W., Mukhram, M., & Rahmat, A. (2020). Effectiveness of Online Learning in Pandemic COVID-19. International Journal of Science, Technology & Management, 1(2), 100-106. https://doi.org/10.46729/ijstm.v1i2.30
Baklanov, I., Rodionova, V., Ivashova, V., Shvachkina, L., & Medvedeva, V. (2020). Social Trends for Increasing Satisfaction with the Educational Services of a Modern University. Calitatea, 21(179), 88-90.
Benavides, L. M. C., Tamayo Arias, J. A., Arango Serna, M. D., Branch Bedoya, J. W., & Burgos, D. (2020). Digital Transformation in Higher Education Institutions: A Systematic Literature Review. Sensors, 20(11), 3291. https://doi.org/10.3390/s20113291
Bojović, Ž., Bojović, P. D., Vujošević, D., & Šuh, J. (2020). Education in Times of Crisis: Rapid Transition to Distance Learning. Computer Applications in Engineering Education, 28(6), 1467-1489. https://doi.org/10.1002/cae.22318
Calma, A., & Dickson-Deane, C. (2020). The Student as Customer and Quality in Higher Education. International Journal of Educational Management, 34(8), 1221-1235. https://doi.org/10.1108/IJEM-03-2019-0093
Camilleri, M. A. (2021). Evaluating Service Quality and Performance of Higher Education Institutions: A Systematic Review and a Post-Covid-19 Outlook. International Journal of Quality and Service Sciences, 13(2), 268-281. https://doi.org/10.1108/IJQSS-03-2020-0034
Demir, A., Maroof, L., Sabbah Khan, N. U., & Ali, B. J. (2021). The Role of E-service Quality in Shaping Online Meeting Platforms: A Case Study from Higher Education Sector. Journal of Applied Research in Higher Education, 13(5), 1436-1463. https://doi.org/10.1108/JARHE-08-2020-0253
El Alfy, S., & Abukari, A. (2020). Revisiting Perceived Service Quality in Higher Education: Uncovering Service Quality Dimensions for Postgraduate Students. Journal of Marketing for Higher Education, 30(1), 1-25. https://doi.org/10.1080/08841241.2019.1648360
García-Peñalvo, F. J. (2021). Avoiding the Dark Side of Digital Transformation in Teaching. An Institutional Reference Framework for eLearning in Higher Education. Sustainability, 13(4), 2023. https://doi.org/10.3390/su13042023
Herwin, H., Fathurrohman, F., Wuryandani, W., Dahalan, S. C., Suparlan, S., Firmansyah, F., & Kurniawati, K. (2022). Evaluation of Structural and Measurement Models of Student Satisfaction in Online Learning. International Journal of Evaluation and Research in Education, 11(1), 152-160. https://doi.org/10.11591/ijere.v11i1.22115
Htang, L. K. (2021). A Look at University Student Service Quality and Satisfaction. Quality Assurance in Education, 29(2/3), 101-115. https://doi.org/10.1108/QAE-09-2020-0108
Kaur, M., Singh, K., & Singh, D. (2021). Identification of Barriers to Synergistic Implementation of TQM-SCM. International Journal of Quality & Reliability Management, 38(1), 363-388. https://doi.org/10.1108/IJQRM-05-2019-0141
Khan, N. U. S., & Yildiz, Y. (2020). Impact of Intangible Characteristics of Universities on Student Satisfaction. Amazonia Investiga, 9(26), 105-116. https://doi.org/10.34069/AI/2020.26.02.12
Klein, V. B., & Todesco, J. L. (2021). COVID‐19 Crisis and SMEs Responses: The Role of Digital Transformation. Knowledge and Process Management, 28(2), 117-133. https://doi.org/10.1002/kpm.1660
Latif, K. F., Bunce, L., & Ahmad, M. S. (2021). How Can Universities Improve Student Loyalty? The Roles of University Social Responsibility, Service Quality, and “Customer” Satisfaction and Trust. International Journal of Educational Management, 35(4), 815-829. https://doi.org/10.1108/IJEM-11-2020-0524
Lee, E., Somers, P., Taylor, Z., & Fry, J. (2022). Academic Professionals: The Changing Face of Teaching, Research, and Service in the American Research University. Policy Futures in Education, 20(2), 215-233. https://doi.org/10.1177/14782103211031500
Lina, R. (2022). Improving Product Quality and Satisfaction as Fundamental Strategies in Strengthening Customer Loyalty. Akademik: Jurnal Mahasiswa Ekonomi & Bisnis, 2(1), 19-26. https://doi.org/10.37481/jmeb.v2i1.245
Mertler, C. A., Vannatta, R. A., & LaVenia, K. N. (2021). Advanced and Multivariate Statistical Methods: Practical Application and Interpretation. Routledge. https://doi.org/10.4324/9781003047223
Mulyani, S. R., Ridwan, M., & Ali, H. (2020). Model of Human Services and Resources: The Improvement Efforts of Silungkang Restaurant Attractiveness on Consumers. Talent Development & Excellence, 12(1).
Mulyono, H., Hadian, A., Purba, N., & Pramono, R. (2020). Effect of Service Quality Toward Student Satisfaction and Loyalty in Higher Education. The Journal of Asian Finance, Economics and Business (JAFEB), 7(10), 929-938. https://doi.org/10.13106/jafeb.2020.vol7.no10.929
Mystkowska-Wiertelak, A. (2022). Teachers’ Accounts of Learners’ Engagement and Disaffection in the Language Classroom. The Language Learning Journal, 50(3), 393-405. https://doi.org/10.1080/09571736.2020.1800067
Parveen, K., & Tran, P. Q. B. (2020). Practical Problems for Low-Quality Education and Steps Needed for Investment in Public Schools of Pakistan. Journal of Social Sciences Advancement, 1(1), 01-07. https://doi.org/10.52223/JSSA20-010101-01
Qazi, Z., Qazi, W., Raza, S. A., & Yousufi, S. Q. (2021). The Antecedents Affecting University Reputation and Student Satisfaction: A Study in Higher Education Context. Corporate Reputation Review, 1-19. https://doi.org/10.1057/s41299-021-00126-4
Rahimizhian, S., Avci, T., & Eluwole, K. K. (2020). A Conceptual Model Development of the Impact of Higher Education Service Quality in Guaranteeing Edu-Tourists' Satisfaction and Behavioral Intentions. Journal of Public Affairs, 20(3), e2085. https://doi.org/10.1002/pa.2085
Riffe, K. A., & Barringer, S. N. (2021). The Intersection of Institutional and Worker Hierarchies: Understanding Factors Related to Non-instructional Staff Salaries Over Time. The Review of Higher Education, 44(4), 447-492. https://doi.org/10.1353/rhe.2021.0009
Rifuddin, B., Ilham, D., & Nurdin, K. (2020). Academic Services in Islamic Education Management Study Program: The Actualization of the Basic Values of the State Civil Apparatus at IAIN Palopo. International Journal of Asian Education, 1(2), 81-94. https://doi.org/10.46966/ijae.v1i2.34
Sadia, B. U. T. T. (2020). Service Quality Assessment and Student Satisfaction in Business Schools: Mediating Role of Perceived Value. MOJEM: Malaysian Online Journal of Educational Management, 9(1), 58-76.
Santuryan, R., Karyatun, S., & Digdowiseiso, K. (2023). The Effect of Compensation, Mutation and Work Discipline on the Performance of PT. Indomarco Prismatama Gunung Sahari Branch 2 North Jakarta. Jurnal Syntax admiration, 4(4), 531-534.
Shrestha, N. (2021). Factor Analysis as a Tool for Survey Analysis. American Journal of Applied Mathematics and Statistics, 9(1), 4-11. https://doi.org/10.12691/ajams-9-1-2
Sibai, M. T., Bay Jr, B., & Dela Rosa, R. (2021). Service Quality and Student Satisfaction Using ServQual Model: A Study of a Private Medical College in Saudi Arabia. International Education Studies, 14(6), 51-58. https://doi.org/10.5539/ies.v14n6p51
Twum, F. O., & Peprah, W. K. (2020). The Impact of Service Quality on Students’ Satisfaction. International Journal of Academic Research in Business and Social Sciences, 10(10), 169-181. https://doi.org/10.6007/IJARBSS/v10-i10/7923
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Hock, R. L. T., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The Effects of Service Quality, Perceived Value and Trust in Home Delivery Service Personnel on Customer Satisfaction: Evidence from a Developing Country. Journal of Retailing and Consumer Services, 63, 102721. https://doi.org/10.1016/j.jretconser.2021.102721
Zaid, Z., Pettalongi, S. S., & Nurdin, N. (2022). Implementation of School-Based Management in Improving the Quality of State Islamic Junior High School. International Journal of Social Science and Human Research, 5(8), 3448-3455.
Zaini, A. W., Rusdi, N., Suhermanto, S., & Ali, W. (2022). Internalisasi Nilai-Nilai Pendidikan Agama di Sekolah: Perspektif Manajemen Pendidikan Islam. Journal of Educational Management Research, 1(2), 82-94. https://doi.org/10.61987/jemr.v1i2.39
Zaini, M. F., & Syafaruddin, S. (2020). The Leadership Behavior of Madrasah Principals in Improving the Quality of Education in MAN 3 Medan. Jurnal Iqra': Kajian Ilmu Pendidikan, 5(2), 95-106. https://doi.org/10.25217/ji.v5i2.649