Higher Education Institutes Customer Satisfaction: Big Data Evidence From Online Textual Reviews in Universitas Pembangunan Nasional “Veteran” Jawa Timur

Abstract

Universities that offer higher education have become very popular among students who desire to advance their education, both for state and private universities that have a good reputation. The key to gaining a reputation as a "top tier" higher education institution is for universities to compete for educating better students as well as the quality of education itself, thus ensuring student satisfaction is a priority. To understand the attributes of higher education institutes services in Indonesia, this study analyses big data in the online reviews in Universitas Pembangunan Nasional Veteran Jawa Timur, as taken in Google Maps Review. Content analysis was conducted using the word frequency analysis to reveal the main themes of universities services quality. Critical incident method was conducted to examine the antecedents and outcomes of students’ satisfaction. The results of this study will assist decision-makers in higher education institutions in understanding student satisfaction.

Keywords: Big data; satisfaction; text mining; higher education institute; online review.