Abstract

The Effect of Race, Religion and Emotional Intelligence on Academic Service Satisfaction

Service quality is a multidimensional driver of satisfaction. Emotional intelligence, religiosity, and race/ethnicity influence satisfaction. This research is a descriptive study with a cross-sectional approach. This study's sample was all active nursing and nutrition department students consisting of three nutrition diploma study program students, and undergraduate applied nursing students. This survey used respondent demographics, student service satisfaction questionnaires, and emotional intelligence instruments. This research was conducted online using the Google form application. Data analysis using structural equation modelling. We found that race/ethnicity, religion, and emotional intelligence did not directly or indirectly affect perceived satisfaction with educational services (p-value>0.001). However, based on the literature that has been discussed, we find that satisfaction is more influenced by skill proficiency and intellectual ability factors. We suggest that universities can increase the raw input of students with good intellect so that students and institutions can simultaneously improve services and not only be charged to institutions based on money. Future research can focus on the close relationship between intellectual ability in perceived academic service satisfaction.

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