Students’ Satisfaction Index on Chemistry Learning Process

I. W. Redhana, I. B. N. Sudria, I. N. Suardana, I. W. Suja, S. Haryani


This study was aimed at describing the index of students’ satisfaction in the chemistry learning process in SMAN 4 Singaraja Bali Indonesia and the factors that influenced it. For that, the survey research was conducted. The population was all students of the tenth and eleventh-grade students of groups of mathematics and natural sciences in academic year 2016/2017 in SMAN 4 Singaraja Bali consisting of 478 people. All population members became samples. Data were collected using a questionnaire. The numbers of respondents which returned the questionnaire were 431 people. Data the were analyzed by descriptive statistics. The results of the study showed that the index of students’ satisfaction viewed from a dimension of tangible, reliability, responsiveness, assurance, and empathy was 86.24%, 85.67%, 87.42%, 88.11%, and 85.18%, respectively, and all dimensions were quite high. Overall the index of students’ satisfaction in the chemistry teaching and learning process was 86.19% and it was high.


students’ satisfaction, chemistry learning, service quality

Full Text:



Afzal, M. T., & Afzal, M. (2015). Comparison of Students’ Satisfaction and Achievement at Secondary Level in Islamabad. American Journal of Educational Research, 3(12), 1524-1527.

Antonios, J. (2011). Understanding the effects of customer education on customer loyalty. Business Leadership Review, 8(1), 1-15.

Aziz, Z., & Yasin, R. M. (2013). The quality of teaching and learning towards the satisfaction among the university students. Asian Social Science, 9(12), 252.

Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European journal of marketing, 38(1/2), 253-275.

Butt, B. Z., & ur Rehman, K. (2010). A study examining the students satisfaction in higher education. Procedia-Social and Behavioral Sciences, 2(2), 5446-5450.

Croxton, R. A. (2014). The role of interactivity in student satisfaction and persistence in online learning. Journal of Online Learning and Teaching, 10(2), 314.

Dado, J., Taborecka-Petrovicova, J., Cuzovic, S., & Rajic, T. (2012). An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting. Serbian Journal of Management, 7(2), 203-218.

Dib, H., & Alnazer, M. (2013). The impact of service quality on student satisfaction and behavioral consequences in higher education services. International Journal of Economy, Management and Social Sciences, 2(6), 285-290.

El-Hilali, N., Al-Jaber, S., & Hussein, L. (2015). Students’ satisfaction and achievement and absorption capacity in higher education. Procedia-Social and Behavioral Sciences, 177, 420-427.

Elliott, K. M. & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24(2), 197-209.

Farahmandian, S., Minavand, H., & Afshardost, M. (2013). Perceived service quality and student satisfaction in higher education. Journal of Business and Management, 12(4), 65-74.

Fu, F. L. (2010, August). Comparison of students’ satisfaction and dissatisfaction factors in different classroom types in higher education. In International Conference on Hybrid Learning (pp. 415-426). Springer, Berlin, Heidelberg.

Hanaysha, J. R., Dileep, K., & Hilman, H. (2012). Service quality and satisfaction: Study on international students in universities of North Malaysia. International journal of research in management, 3(2), 116-123.

Hussain, S., Jabbar, M., Hussain, Z., Rehman, Z., & Saghir, A. (2014). The Students. Research Journal of Applied Sciences, Engineering and Technology, 7(20), 4343-4348.

Jaroslav, D., Petrovicová, J. T., Dejan, R., & Rajic, T. (2013). Linking service quality and satisfaction to behavioural intentions in higher education setting. Ekonomicky casopis, 61 (6), 578-596.

Kunanusorn, A., & Puttawong, D. (2015). The mediating effect of satisfaction on student loyalty to higher education institution. European Scientific Journal, ESJ, 11(10).

Malik, M. E., Danish, R., & Usman, A. (2010). Impact of job climate and extrinsic rewards on job satisfaction of Banking Executives: A case of Pakistan. Interdisciplinary Journal of Contemporary Research in Business, 1(12), 125-139.

Martirosyan, N. M., Saxon, D. P., & Wanjohi, R. (2014). Student satisfaction and academic performance in Armenian higher education. American International Journal of Contemporary Research, 4(2), 1-5.

Meštrović, D. (2017). Service quality, students’ satisfaction and behavioural intentions in stem and ic higher education institutions. Interdisciplinary Description of Complex Systems: INDECS, 15(1), 66-77.

Mihanović, Z., Batinić, A. B., & Pavičić, J. (2016). The Link Between Students’satisfaction With Faculty, Overall Students’satisfaction With Student Life And Student Performances. Review of Innovation and Competitiveness: A Journal of Economic and Social Research, 2(1), 37-60.

Muchiri, K. A., Tanui, E. K., & Kalai, J. M. (2016). Quality of academic resources and students’ satisfaction in public universities in Kenya. International Journal of Learning, Teaching and Educational Research, 15(10).

Napitupulu, D., Rahim, R., Abdullah, D., Setiawan, M. I., Abdillah, L. A., Ahmar, A. S., ... & Pranolo, A. (2018, January). Analysis of Student Satisfaction Toward Quality of Service Facility. In Journal of Physics: Conference Series (Vol. 954, No. 1, p. 012019). IOP Publishing.

Odunlami, I. B. (2014). Impact of customer satisfaction and customer retention on customer loyalty: A case study of Enterprise Bank in Oyo. International Journal of Education and Research, 2(9), 427-450.

Onditi, E. O., & Wechuli, T. W. (2017). Service quality and student satisfaction in higher education institutions: A review of literature. International Journal of Scientific and Research Publications, 7(7), 328-335.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990). Five imperatives for improving service quality. Sloan Management Review, 31(4), 29-38.

Prakash, A. V., & Muhammed, F. S. (2016). Service Quality in Higher Education: An Antecedent to Satisfaction and Behavioral Intentions. International Journal of Management and Applied Science, 2(5), 73-79.

Ramos, A. M., Barlem, J. G. T., Lunardi, V. L., Barlem, E. L. D., Silveira, R. S. D., & Bordignon, S. S. (2015). Satisfaction with academic experience among undergraduate nursing students. Texto & Contexto-Enfermagem, 24(1), 187-195.

Saif, N. I. (2014). The effect of service quality on student satisfaction: a field study for health services administration students. International Journal of Humanities and Social Science, 4(8), 172-181.

Sapri, M., Kaka, A., & Finch, E. (2009). Factors that influence student’s level of satisfaction with regards to higher educational facilities services. Malaysian Journal of Real Estate, 4(1), 34-51.

Seng, E. L. K., & Ling, T. P. (2013). A Statistical Analysis of Education Service Quality Dimensions on Business School Students’ Satisfaction. International Education Studies, 6(8), 136-146.

Sher, A. (2009). Assessing the relationship of student-instructor and student-student interaction to student learning and satisfaction in Web-based online learning environment. Journal of Interactive Online Learning, 8(2).

Sopiatin, P. (2010). Manajemen Belajar Berbasis Kepuasan Peserta didik.

Tjiptono, F. (2008). Service Management Mewujudkan Layanan Prima penerbit CV Andi Offset edisi II Yogyakarta.

Yarimoglu, E. K. (2014). A review on dimensions of service quality models. Journal of Marketing Management, 2(2), 79-93.

Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the academy of marketing science, 28(1), 67-85.


  • There are currently no refbacks.