Yıl 2020, Cilt 21 , Sayı 1, Sayfalar 45 - 56 2020-01-01

The Role of Service Quality Management in Students’ Re-Enrollment

Sugılar SUGILAR [1]


The students’ re-enrollment can reflect as one of the indications of an educational institution’s service quality and student loyalty. The re-enrollment is identified by the condition that students enrolled in one semester would re-enroll in the next immediate semester. The main concern of this article is that there are many interrelated variables affecting students’ re-enrollment. Those variables mainly included service quality management of higher distance education, student characteristics, student academic success, accessibility to student learning support services. The study applied ex-post-facto method with a sample of 3539 students and used a statistical technique of the binary logistic regression to identify factors related to student re- enrollment in three regional office centers of Universitas Terbuka, Indonesia, identified as low, medium, and high in service quality management. The results revealed that the students’ re-enrollment is affected by the level of service quality management modulated factors: (1) the student personal characteristics, (2) the level of success in previous semesters, and (3) the participation in the learning support services. The paper discusses the implications of managing the students’ re-enrollment based on the findings.
Service quality management, regional office center, re-enrollment, distance higher education, support services
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Orcid: 0000-0003-3037-2158
Yazar: Sugılar SUGILAR (Sorumlu Yazar)
Kurum: Faculty of Education and Teacher Training Universitas Terbuka Jakarta, INDONESIA
Ülke: Indonesia


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Yayımlanma Tarihi : 1 Ocak 2020

Bibtex @araştırma makalesi { tojde690335, journal = {Turkish Online Journal of Distance Education}, issn = {1302-6488}, address = {}, publisher = {Anadolu Üniversitesi}, year = {2020}, volume = {21}, pages = {45 - 56}, doi = {10.17718/tojde.690335}, title = {The Role of Service Quality Management in Students’ Re-Enrollment}, key = {cite}, author = {SUGILAR, Sugılar} }
APA SUGILAR, S . (2020). The Role of Service Quality Management in Students’ Re-Enrollment. Turkish Online Journal of Distance Education , 21 (1) , 45-56 . DOI: 10.17718/tojde.690335
MLA SUGILAR, S . "The Role of Service Quality Management in Students’ Re-Enrollment". Turkish Online Journal of Distance Education 21 (2020 ): 45-56 <https://dergipark.org.tr/tr/pub/tojde/issue/52523/690335>
Chicago SUGILAR, S . "The Role of Service Quality Management in Students’ Re-Enrollment". Turkish Online Journal of Distance Education 21 (2020 ): 45-56
RIS TY - JOUR T1 - The Role of Service Quality Management in Students’ Re-Enrollment AU - Sugılar SUGILAR Y1 - 2020 PY - 2020 N1 - doi: 10.17718/tojde.690335 DO - 10.17718/tojde.690335 T2 - Turkish Online Journal of Distance Education JF - Journal JO - JOR SP - 45 EP - 56 VL - 21 IS - 1 SN - 1302-6488- M3 - doi: 10.17718/tojde.690335 UR - https://doi.org/10.17718/tojde.690335 Y2 - 2019 ER -
EndNote %0 Turkish Online Journal of Distance Education The Role of Service Quality Management in Students’ Re-Enrollment %A Sugılar SUGILAR %T The Role of Service Quality Management in Students’ Re-Enrollment %D 2020 %J Turkish Online Journal of Distance Education %P 1302-6488- %V 21 %N 1 %R doi: 10.17718/tojde.690335 %U 10.17718/tojde.690335
ISNAD SUGILAR, Sugılar . "The Role of Service Quality Management in Students’ Re-Enrollment". Turkish Online Journal of Distance Education 21 / 1 (Ocak 2020): 45-56 . https://doi.org/10.17718/tojde.690335
AMA SUGILAR S . The Role of Service Quality Management in Students’ Re-Enrollment. Turkish Online Journal of Distance Education. 2020; 21(1): 45-56.
Vancouver SUGILAR S . The Role of Service Quality Management in Students’ Re-Enrollment. Turkish Online Journal of Distance Education. 2020; 21(1): 56-45.