EVALUASI KUALITAS LAYANAN PENDIDIKAN PADA STAIN PEKALONGAN DENGAN INSTRUMEN SERVQUAL
DOI:
https://doi.org/10.28918/nka98t58Abstract
This study aimed to examine the quality of academic services at STAIN Pekalongan by comparing the studentsí expectations with their perceptions of the academic services they received. SERVQUAL instrument was used to measure quality dimensions which have five aspects namely reliability, responsiveness, assurance, empathy and tangibles. The result was a gap between expectations and perceptions. Then, it was tested whether this gap was significant or not by using the Wilcoxon Signed Rank test. The next step in order to produce useful analysis for decision makers by using Important Performance Analysis (IPA). Test results showed that either all items or dimensions have a negative gap. This means that the academic services quality at STAIN Pekalongan still need some improvements.
Keywords:
References
Anonim, http://pekalongankota.bps.go.id
, diakses 15 Maret 2012
Anonim, ìSejarah & Dinamikaî; http://STAIN-pekalongan.ac.id/id/profil-STAIN/sejarah-dinamika.html
diakses 15 Maret 2012
Abari, Foroughi, dkk. (2011), Assessment of quality of education a non-governmental university via SERVQUAL model, Procedia Social and Behavioral Sciences, 15
Ali, Mubarak E. dkk., (2011), Service Quality of Indian Bankin Thanjavur District: Evidence from Survey Data, Journal of Bank Management, Vol. X, No. 2
Benlian, Alexander, dkk., (2012), Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance, Journal of Management Information Systems, Vol. 28, No. 3
Haley, Lynn M., dan Grant, E. Stephen., (2011), Third-Party Payer exchanges: The case for an enhanced Model of service Quality for non Profit organizations, Journal of Marketing Theory and Practice, vol. 19, no. 3
Lonial, Subhash, dkk., (2010), An evaluation of SERVQUAL and patient loyalty in an emerging country context, Total Quality Management, Vol. 21, No. 8
Parasuraman, A. dkk., (1990), Delivering Quality Service; Balancing Customer Perceptions and Expectations, Free Press,
-------------------------- (1991), Refinement and reassessment of the SERVQUAL scale, Journal of Retailing, 67, 4.
-------------------------- (1988), SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64,
Riksana, Agung, (2011), DIMENSI SERVICE QUALITY (SERVQUAL) DAN KEPUASAN MAHASISWA Penelitian Gap Analisis Kepuasan-Harapan Mahasiswa Mencakup Dimensi SERVQUAL Di STISI Telkom, P3M STISI Telkom
Santhiyavalli, G.; dan Sandhya, B., (2011), Service Quality Evaluation in Select Commercial Banks: A Comparative Study, Journal of Operations Management, Vol. X, No. 1
Singarimbun, Masri, (1995). Metode Penelitian Survei. Cetakan kedua, Penerbit LP3ES Jakarta.
Tjiptono, Fandy, (2004). Manajemen Jasa. Penerbit ANDI, Yogyakarta.
Downloads
Published
Article Statistics
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License.
