Service Quality, Lecturer Performance, and Cadet Satisfaction: Academic Culture as a Predictor and Moderator in Sorong Merchant Marine Polytechnic
Keywords:
academic culture, cadet satisfaction, lecturer performance, service quality, social exchange theory
Abstract
This study examines the effects of service quality, lecturer performance, and academic culture on cadet satisfaction and tests the moderating role of academic culture in a residential maritime vocational education setting. A quantitative explanatory design with a census approach was employed. Data were collected from 200 Diploma III cadets at Sorong Merchant Marine Polytechnic and analysed using PLS-SEM in SmartPLS 4.1.5 with 5,000 bootstrap subsamples. Lecturer performance (β = 0.529; p < 0.001) and academic culture (β = 0.503; p < 0.001) had positive and significant effects on cadet satisfaction, whereas service quality was not significant (β = −0.067; p = 0.667). Neither interaction between academic culture and service quality nor between academic culture and lecturer performance was significant. The model explained 95.5% of the variance in cadet satisfaction (R² = 0.955). The findings indicate that in a highly disciplined residential learning environment, academic culture operates more convincingly as a structural predictor than as a moderator. Managerially, cadet satisfaction should be strengthened through lecturer pedagogical competence, high-quality learning interactions, academic integrity, and the internalisation of maritime professional values.References
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Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258. https://doi.org/10.1108/QAE-06-2014-0028
Uluputty, N. F., & Junaidin. (2019). Pengaruh kualitas pelayanan, budaya akademik dan kinerja dosen terhadap kepuasan mahasiswa. POINT: Jurnal Ekonomi dan Manajemen, 1(2), 1–11.
Veytia-Bucheli, M. G., Gómez-Galán, J., & Vergara, D. (2022). Teaching performance and student satisfaction in higher education. Education Sciences, 12(10), 714. https://doi.org/10.3390/educsci12100714
Wilkins, S., & Balakrishnan, M. S. (2021). Assessing student satisfaction in transnational higher education. International Journal of Educational Management, 35(7), 1417–1432. https://doi.org/10.1108/IJEM-08-2020-0389
Blau, P. M. (1964). Exchange and power in social life. John Wiley & Sons.
Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874–900. https://doi.org/10.1177/0149206305279602
Emerson, R. M. (1976). Social exchange theory. Annual Review of Sociology, 2, 335–362. https://doi.org/10.1146/annurev.so.02.080176.002003
Gibson, J. L., Ivancevich, J. M., Donnelly, J. H., & Konopaske, R. (2020). Organizations: Behavior, structure, processes (15th ed.). McGraw-Hill.
Guo, T., Li, T., & Qi, Z. (2024). Perceived school service quality and vocational students’ learning satisfaction: Mediating role of conceptions of vocational education. PLOS ONE, 19(8), e0307392. https://doi.org/10.1371/journal.pone.0307392
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). SAGE Publications.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115–135. https://doi.org/10.1007/s11747-014-0403-8
Homans, G. C. (1958). Social behavior as exchange. American Journal of Sociology, 63(6), 597–606. https://doi.org/10.1086/222355
Kuh, G. D., & Whitt, E. J. (1988). The invisible tapestry: Culture in American colleges and universities (ASHE-ERIC Higher Education Report No. 1). Association for the Study of Higher Education.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Schein, E. H. (2017). Organizational culture and leadership (5th ed.). Wiley.
Sharma, S., Durand, R. M., & Gur-Arie, O. (1981). Identification and analysis of moderator variables. Journal of Marketing Research, 18(3), 291–300. https://doi.org/10.1177/002224378101800303
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D (2nd ed.). Alfabeta.
Sultan, P., & Wong, H. Y. (2010). Service quality in higher education: A review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259–272. https://doi.org/10.1108/17566691011057393
Suroyo, Kurniatun, T. C., & Herningsih. (2022). Pengaruh kualitas pelayanan akademik dan kedisiplinan dosen terhadap kepuasan dan prestasi belajar taruna Politeknik Pelayaran Sorong. Edukatif: Jurnal Ilmu Pendidikan, 4(2). https://doi.org/10.31004/edukatif.v4i2.2471
Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258. https://doi.org/10.1108/QAE-06-2014-0028
Uluputty, N. F., & Junaidin. (2019). Pengaruh kualitas pelayanan, budaya akademik dan kinerja dosen terhadap kepuasan mahasiswa. POINT: Jurnal Ekonomi dan Manajemen, 1(2), 1–11.
Veytia-Bucheli, M. G., Gómez-Galán, J., & Vergara, D. (2022). Teaching performance and student satisfaction in higher education. Education Sciences, 12(10), 714. https://doi.org/10.3390/educsci12100714
Wilkins, S., & Balakrishnan, M. S. (2021). Assessing student satisfaction in transnational higher education. International Journal of Educational Management, 35(7), 1417–1432. https://doi.org/10.1108/IJEM-08-2020-0389
Published
2026-07-15
How to Cite
Titing, T. F. R., Dedi, S., & Susilo, A. (2026). Service Quality, Lecturer Performance, and Cadet Satisfaction: Academic Culture as a Predictor and Moderator in Sorong Merchant Marine Polytechnic. Kontigensi : Jurnal Ilmiah Manajemen, 14(1), 451-458. https://doi.org/10.56457/jimk.v14i1.974
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