The Role of Service Quality Management in Students’ Re-Enrollment

The students’ re-enrollment can reflect as one of the indications of an educational institution’s service quality and student loyalty. The re-enrollment is identified by the condition that students enrolled in one semester would re-enroll in the next immediate semester. The main concern of this article is that there are many interrelated variables affecting students’ re-enrollment. Those variables mainly included service quality management of higher distance education, student characteristics, student academic success, accessibility to student learning support services. The study applied ex-post-facto method with a sample of 3539 students and used a statistical technique of the binary logistic regression to identify factors related to student re- enrollment in three regional office centers of Universitas Terbuka, Indonesia, identified as low, medium, and high in service quality management. The results revealed that the students’ re-enrollment is affected by the level of service quality management modulated factors: insert ignore into journalissuearticles values(1); the student personal characteristics, insert ignore into journalissuearticles values(2); the level of success in previous semesters, and insert ignore into journalissuearticles values(3); the participation in the learning support services. The paper discusses the implications of managing the students’ re-enrollment based on the findings.