Similarity: Quality Of Educational Services And Students’ Resilience: A University Governance Study

Due to the shift in the learning format, students must enhance
their resilience during the pandemic. The purpose is to examine
how the subjective well-being of students influences the connection
between the quality of educational services and students’ resilience.
The research was carried out at two institutions: Universiti Malaysia
Kelantan in Malaysia and Universitas Mercu Buana Yogyakarta in
Indonesia. The research subjects are 517 students (212 Malaysians
and 305 Indonesians) aged 20–30 years old who actively participated
in learning during the pandemic. Data collection was conducted by
an online survey measuring resilience, subjective well-being, and
service quality. Data were analyzed using path analysis and
structural equation modelling (SEM) with the SmartPLS software.
The findings indicate that the quality of service has a direct and
positive impact on students’ resilience and students’ subjective
well-being. Moreover, students’ subjective well-being has a direct
and positive impact on their resilience. Lastly, the findings showed
that subjective well-being acts as a mediator between service
quality and students’ resilience. The research highlights
the significance of subjective well-being in enhancing the impact of
higher education service quality on students’ resilience