Aditya Chandra Setiawan, Budiyanto, Erny Roesminingsih, Windasari, Ahmad Abdullah Zawawi
This study examines the role of academic service quality and an inclusive environment in shaping Higher Education Institutions (HEIs) image through student satisfaction. Specifically, the study analyzes the direct effects of academic service quality and an inclusive environment on student satisfaction, the effect of student satisfaction on HEIs' image, and the mediating role of student satisfaction in these relationships. A quantitative explanatory design was employed. The data were collected through questionnaires distributed to 648 active students from the State University of Surabaya (Unesa), the State University of Malang (UM), and Brawijaya University (UB) using stratified random sampling. The questionnaire employed a structured format using a five-point Likert scale ranging from 1 (strongly disagree) to 5 (strongly agree). The data were analyzed using Structural Equation Modeling-Analysis of Moment Structures (SEM-AMOS) version 22.0.0, and validity and reliability tests were conducted first using standardized factor loadings ( λ > 0.70 ), error variance ( ε ), average variance extracted (AVE > 0.50), composite reliability (C.R. > 0.70) with the 16 indicators Goodness of Fit (GoF) results serving as a prerequisite test for the development of the SEM-AMOS model. The results indicate that academic service quality and an inclusive environment have positive and significant effects on student satisfaction, which in turn strengthens the image of HEIs. The inclusive environment emerged as the strongest predictor in the model. The model explains 87 of the variance in student satisfaction and institutional image. These findings highlight that strengthening academic service quality and fostering an inclusive campus environment, including the provision of disability support services, are essential strategies for enhancing student satisfaction and reinforcing HEIs' image. Copyright (c) 2025 The Authors. This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License. https://creativecommons.org/licenses/by-nc-nd/4.0/
Department of Educational Management, Faculty of Education, Universitas Negeri Surabaya, Indonesia; Department of Inclusive Education, Faculty of Education, Universitas Negeri Surabaya, Indonesia
