Analisis Kepuasan Mahasiswa Internasional di IPB University: Pendekatan Expectation-Confirmation Theory

Abstract

Internasionalisasi pendidikan tinggi menuntut perguruan tinggi mengelola pengalaman studi mahasiswa internasional agar terbentuk kepuasan. Penelitian ini menganalisis kepuasan mahasiswa internasional IPB University melalui pendekatan expectation-confirmation theory dengan menempatkan home country class dan personal characteristics sebagai pembentuk expectation. Penelitian kuantitatif ini menggunakan data primer dari 90 mahasiswa internasional melalui kuesioner daring dan dianalisis dengan partial least squares-structural equation modelling menggunakan SmartPLS 4. Hasil penelitian menunjukkan bahwa home country class dan personal characteristics berpengaruh terhadap expectation, sedangkan expectation berpengaruh terhadap perceived performance. Namun, expectation tidak berpengaruh langsung terhadap confirmation maupun satisfaction. Kepuasan terbentuk melalui perceived performance dan confirmation, sehingga pengalaman aktual dan konfirmasi layanan lebih menentukan kepuasan dibandingkan ekspektasi awal. Implikasi penelitian menekankan pengelolaan informasi prakedatangan serta peningkatan layanan pendukung dan fasilitas.

The internationalization of higher education requires universities to manage international student experiences to build satisfaction. This study analyzes international student satisfaction at IPB University using the expectation-confirmation theory approach by positioning home country class and personal characteristics as factors shaping expectation. This quantitative study used primary data from 90 international students through an online questionnaire and was analyzed using partial least squares structural equation modelling with SmartPLS 4. The results show that home country class and personal characteristics influenced expectation, while expectation influenced perceived performance. However, expectation did not directly influence confirmation or satisfaction. Satisfaction was formed through perceived performance and confirmation, indicating that actual experience and service confirmation were more decisive than initial expectations. The implications emphasize managing pre-arrival information and improving support services and facilities.