Service quality is one factor that is considered in managing an educational institution. Student satisfaction is the result of perceived service quality of students during the educational process. The purpose of this study is to explore the student's perspective on the service quality received during the learning process. Data collected from students and the questionnaires collected were 95 respondents. IPA analysis is used in order to identify the attributes of service quality from the students’ perspective of level of importance and the perceived performance. Result show that there is a gap between importance and performance attributes of service quality. Based on the cartesius diagram there are two attributes in quadrant I are top priority for improvement. These attributes are fast service and student exchange programs.Based on the customer satisfaction index results showed that the service quality that has been given by university in the criteria of reasonable satisfactory. The results of this analysis are expected to assist management in improving the quality of service to the students in terms of both academic and non-academic, because private universities received the largest inflowfrom students. Recommendations are also discussed to obtain more comprehensive results in measuring student satisfaction
Perceived service quality and student satisfaction in higher educationIOSR Journals
In higher education, students are the main customers of universities. As such, providing quality services and satisfying students’ needs as well as expectations are vital for universities to succeed from the increasing competitiveness of this industry. This research investigates the levels of student satisfaction and the relationship between student satisfaction and the quality of service being provided at the International Business School, UniversitiTeknologi Malaysia Kuala Lumpur. The results of this research indicated that almost the majority of students were satisfied with the quality of services offered at this university. Also, the findings showed that, the factors of facilities, advisory services, curriculum, and financial assistance and tuition costs have positive and significant impact on student satisfaction.
Relationship between Quality Management System Adoption and Organization Perf...Premier Publishers
Organizations’ implication of adopting Quality Management System (QMS) and the resistance it generates negatively affects the performance of Higher Education Institutions (HEI). In Kenya between the period 2014 and 2015, HEI had been deprived of quality through a 6% government capitation cut and 28% increase in student numbers, with a 1:500 lecturers to student ratio and a 14.3% of the 28 week, academic year time waste. Studies on the relationship between Quality Management System adoption and organization performance revealed both positive and negative results. Past studies suggest that the relationship may be affected by other factors such as quality performance, innovation performance and organization performance. The purpose of this study is to establish the relationship between Quality Management System adoption and organization performance. Guided by Contingency Theory of organization structure, a correlation research design and a population of 215, management personal was used from 11 public universities in Kenya certified by Kenya Bureau of Standards. The study adopted a census survey with response at 94.4%. Primary data was collected using questionnaires. Qualitative data was analyzed using descriptive statistics such as means, frequency counts and percentages. The study hypothesis indicated that there was no significant correlation between organization performance and Quality Management System adoption; however, an alternative hypothesis was adopted since there was a positive significant correlation between the two variables. The study recommends the universities to maintain quality management systems, or improve them to ensure that they are institutions that offer quality services.
Perceived service quality and student satisfaction in higher educationIOSR Journals
In higher education, students are the main customers of universities. As such, providing quality services and satisfying students’ needs as well as expectations are vital for universities to succeed from the increasing competitiveness of this industry. This research investigates the levels of student satisfaction and the relationship between student satisfaction and the quality of service being provided at the International Business School, UniversitiTeknologi Malaysia Kuala Lumpur. The results of this research indicated that almost the majority of students were satisfied with the quality of services offered at this university. Also, the findings showed that, the factors of facilities, advisory services, curriculum, and financial assistance and tuition costs have positive and significant impact on student satisfaction.
Relationship between Quality Management System Adoption and Organization Perf...Premier Publishers
Organizations’ implication of adopting Quality Management System (QMS) and the resistance it generates negatively affects the performance of Higher Education Institutions (HEI). In Kenya between the period 2014 and 2015, HEI had been deprived of quality through a 6% government capitation cut and 28% increase in student numbers, with a 1:500 lecturers to student ratio and a 14.3% of the 28 week, academic year time waste. Studies on the relationship between Quality Management System adoption and organization performance revealed both positive and negative results. Past studies suggest that the relationship may be affected by other factors such as quality performance, innovation performance and organization performance. The purpose of this study is to establish the relationship between Quality Management System adoption and organization performance. Guided by Contingency Theory of organization structure, a correlation research design and a population of 215, management personal was used from 11 public universities in Kenya certified by Kenya Bureau of Standards. The study adopted a census survey with response at 94.4%. Primary data was collected using questionnaires. Qualitative data was analyzed using descriptive statistics such as means, frequency counts and percentages. The study hypothesis indicated that there was no significant correlation between organization performance and Quality Management System adoption; however, an alternative hypothesis was adopted since there was a positive significant correlation between the two variables. The study recommends the universities to maintain quality management systems, or improve them to ensure that they are institutions that offer quality services.
This paper empirically investigates the influence of functional clues as a strategy
of customer experience management on
context of higher education in Nigeria. The basic purpose of
examine if the application of marketing strategies can be applied by higher institutions
in order to satisfy their student and turn them to advocate of their brands/service. To
achieve this objective, a total of 215 copies of the question
engineering student of a private university adjudged to be the best in
stage sampling techniques were employed in this study.
Regression CATREG analysis, the study found that functional clues
influence on engineering student
study therefore recommended among other things that the university management
should adopt customer experience management as a strategy to build studen
and also concentrate their efforts on the improvement of functional clues by focusing
more on the development of the competences of their lecturers and implement the
strategy in order to gain repeat patronage of their students
The purpose of this study is to determine the significance of the effect of service quality,
reference groups and facilities on decision making. The study is conducted by survey, the number of samples in
this study are 125 respondents. The research method used in this study is descriptive analysis method
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
Opportunities and Challenges Inherent In Technical and Vocational Schools; Co...inventionjournals
Present study is to evaluate quality and quantity of technical and vocational courses to study the present status and improve activities regarding centers' manager and employers' thoughts in Alborz province. Considering the fact that centers' manager at commence and employers at the end deal with probationers; their needs analysis and adaptation of training policies with their need is one of the important aspect of evaluation and their comments regarding students' knowledge level, acquired skill and capability in assigned tasks is important. This research has evaluated the quality and quantity of technical and vocational courses in Alborz province and girl students and graduated students success in these courses as an unofficial training system. Method of this research is qualitative and quantitative (mixed) and population for this study is technical and vocational training centers' manager and employers. Instrument of study includes a questionnaire that it is provided with Servqual model by researcher. In order to analyze the data, descriptive and inferential statistics, coding and SPSS software were used. Findings showed that the mean of physical services, validity, accountability, reassurance and empathy in girl technical and vocational training centers are in optimal level in centers' manager thought and whereas employers' thought different
A case study of an affiliated undergraduate engineering institution showing f...Premier Publishers
The objective of the study is to examine the faculty members’ perspective (qualification wise) of parameters affecting the quality of education in an affiliated undergraduate engineering institution in Haryana. The research is a descriptive type of research in nature. The data has been collected with the help of Questionnaire Based Survey. The sample size for the study is 110 comprising of the faculty respondents. The sample has been taken on the random (Probability) basis and the questionnaire was filled by the faculty members (teaching B.Tech) chosen on the random basis from an affiliated undergraduate engineering institution in Haryana. For data analysis and conclusion of the results of the survey, statistical tool like f test was performed with the help of high quality software; SPSS. To conclude, the faculty members’ perceptions about the “Selection Process”, “Academic Excellence”, “Infrastructure”, “Personality Development and Industry Exposure” and “Management and Administration”, does not change according to their level of qualification in the affiliated undergraduate engineering institution in Haryana.
Evaluate and improve high school students for some skills using quality funct...Rania Elrifai
5. RECOMMENDATIONS
Due to the needing for the inevitable to raise the level of academic must attention means that enable to improve the level of education , which has become the other nations advanced dramatically despite the fact that these methods do not cost a lot of money, time and effort g spite of the results that will return us over time, which will advance our Islamic nation, especially the Arab world General, and therefore we recommend in our study that the characteristics we have learned to be starting out in the early stages, even before the beginning of the school stage( kindergarten),
for example, enable the child to display a simple subject and talk about it in front of his colleagues earned many skills, including the courageous confrontation, connect with others and instil confidence that makes a strong base for the personal leadership of the children, and do not forget that the child is affected by the environment around them, so take care of this opportunity to improve our future generations, through our study, there are some of the things want to be displayed and recommend as the following:
2. Use laptops instead of bags that weigh weights strain our children as well as the ease to download the curriculum according to each level
3. The use of laptop computers to facilitate the process of Internet connectivity and to keep pace with scientific development.
4. Focus on the internet linking and connection with as consideration a part of topics of courses inside the
International Journal of Science and Engineering Applications
Volume 7–Issue 10,401-405, 2018, ISSN:-2319–7560
405
curriculum for raising the education quality level of each level.
5. Concern on these skills from the beginning of the school at first stage as consider the basic level is the base for future a generation.
6. Mainstreaming the introduction of these skills in the early stages of the study as consider there are available applications but need funder and support from the government.
7. Support the confidence of children through the presentation in front of his colleagues and his parents are present.
6. ACKNOWLEDGMENT
In this study, I would like to thank Dr. Galal Abdella. Assistant Professor of the faculty of the Faculty of Engineering, Benghazi University, Department of Industrial and Manufacturing Engineering, who taught us this scientific material in the master degree in 2014 AD, which he has provided us with a lot of information and which has always been a race for creative ideas. By equipping students to the level of international universities. All thanks and appreciation
Effect of Image Quality Service and Schools Parents of Satisfaction in Surabaya.IOSR Journals
This study aimed to determine the effect of Quality of Service (X1), the image of School (X2) either partially or simultaneously to the satisfaction of Parents' (Y) in the School of Surabaya. This study has four hypotheses, namely: (1) there is an allegation of a positive and significant relationship between service quality in partial satisfaction of the Parents' School in Surabaya. (2) there are allegations about a positive and significant relationship between the partial image of the Parents 'Satisfaction (Y) in the School of Surabaya, (3) there is a suspicion of a positive and significant relationship between service quality and image simultaneously on Parents' Satisfaction in School Surabaya, (4) there is suspicion between the two independent variables and the image and quality of service, quality of service is the most significant effect on increasing Satisfaction Parents' School in Surabaya?
Institutional and Program Self-Evaluation (IPSE): Towards Institutional Susta...IJAEMSJORNAL
Over the past years, quality assurance processes in education have become increasingly common and are steadily gaining in importance in all public and private higher education institutions. This, in turn, has brought about calls for greater accountability on the part of educational providers in measuring outputs or outcomes through quality assurance processes. Presently, the NONESCOST is continuously pursuing its quest for quality education as manifested by its International Certification on ISO 9001 and AACCUP Accreditation. With the recent challenge for all private and public HEIs on Institutional Sustainability Assessment (ISA), NONESCOST is taking its first step. Hence, this study was undertaken to ascertain the extent of compliance of the College to the Key Result Areas (KRAs) of ISA and its significant difference and relationship. Descriptive method was used in the study using the Self-Evaluation Document (SED) of the CHED-ISA administered to the College Officials and employees using purposive sampling technique. The study revealed that NONESCOST is greatly compliant as a whole and as to the five KRAs but the indicators were not fully met at a level of excellence that can be a model for others. A significant difference exist at 0.05 level for KRA1-Governance and Management, KRA2-Quality of Teaching and Learning, KRA3-Quality of Professional Exposure, Research and Creative Work, and KRA5-Relations with the Community. Further, no significant relationship exists between Governance and Management to; KRA2, KRA3 and KRA5 while a significant relationship exist between Governance and Management and KRA4: Support for Students.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
Contents lists available at ScienceDirect
Computers in Human Behavior
journal homepage: www.elsevier.com/locate/comphumbeh
TITLE : The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services
a b s t r a c t : The purposes of this study are to construct an instrument to evaluate service quality of mobile valueadded services and have a further discussion of the relationships among service quality, perceived value,
customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression
analysis were used to analyze the data collected from college and graduate students of 15 major universities
in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase
intention; (4) service quality has an indirect positive influence on post-purchase intention through customer
satisfaction or perceived value; (5) among the dimensions of service quality, ‘‘customer service and
system reliability” is most influential on perceived value and customer satisfaction, and the influence of
‘‘content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.
a r t i c l e i n f o
Article history:
Available online 11 April 2009
Keywords:
Mobile value-added services
Service quality
Perceived value
Customer satisfaction
Post-purchase intention
This paper empirically investigates the influence of functional clues as a strategy
of customer experience management on
context of higher education in Nigeria. The basic purpose of
examine if the application of marketing strategies can be applied by higher institutions
in order to satisfy their student and turn them to advocate of their brands/service. To
achieve this objective, a total of 215 copies of the question
engineering student of a private university adjudged to be the best in
stage sampling techniques were employed in this study.
Regression CATREG analysis, the study found that functional clues
influence on engineering student
study therefore recommended among other things that the university management
should adopt customer experience management as a strategy to build studen
and also concentrate their efforts on the improvement of functional clues by focusing
more on the development of the competences of their lecturers and implement the
strategy in order to gain repeat patronage of their students
The purpose of this study is to determine the significance of the effect of service quality,
reference groups and facilities on decision making. The study is conducted by survey, the number of samples in
this study are 125 respondents. The research method used in this study is descriptive analysis method
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
Opportunities and Challenges Inherent In Technical and Vocational Schools; Co...inventionjournals
Present study is to evaluate quality and quantity of technical and vocational courses to study the present status and improve activities regarding centers' manager and employers' thoughts in Alborz province. Considering the fact that centers' manager at commence and employers at the end deal with probationers; their needs analysis and adaptation of training policies with their need is one of the important aspect of evaluation and their comments regarding students' knowledge level, acquired skill and capability in assigned tasks is important. This research has evaluated the quality and quantity of technical and vocational courses in Alborz province and girl students and graduated students success in these courses as an unofficial training system. Method of this research is qualitative and quantitative (mixed) and population for this study is technical and vocational training centers' manager and employers. Instrument of study includes a questionnaire that it is provided with Servqual model by researcher. In order to analyze the data, descriptive and inferential statistics, coding and SPSS software were used. Findings showed that the mean of physical services, validity, accountability, reassurance and empathy in girl technical and vocational training centers are in optimal level in centers' manager thought and whereas employers' thought different
A case study of an affiliated undergraduate engineering institution showing f...Premier Publishers
The objective of the study is to examine the faculty members’ perspective (qualification wise) of parameters affecting the quality of education in an affiliated undergraduate engineering institution in Haryana. The research is a descriptive type of research in nature. The data has been collected with the help of Questionnaire Based Survey. The sample size for the study is 110 comprising of the faculty respondents. The sample has been taken on the random (Probability) basis and the questionnaire was filled by the faculty members (teaching B.Tech) chosen on the random basis from an affiliated undergraduate engineering institution in Haryana. For data analysis and conclusion of the results of the survey, statistical tool like f test was performed with the help of high quality software; SPSS. To conclude, the faculty members’ perceptions about the “Selection Process”, “Academic Excellence”, “Infrastructure”, “Personality Development and Industry Exposure” and “Management and Administration”, does not change according to their level of qualification in the affiliated undergraduate engineering institution in Haryana.
Evaluate and improve high school students for some skills using quality funct...Rania Elrifai
5. RECOMMENDATIONS
Due to the needing for the inevitable to raise the level of academic must attention means that enable to improve the level of education , which has become the other nations advanced dramatically despite the fact that these methods do not cost a lot of money, time and effort g spite of the results that will return us over time, which will advance our Islamic nation, especially the Arab world General, and therefore we recommend in our study that the characteristics we have learned to be starting out in the early stages, even before the beginning of the school stage( kindergarten),
for example, enable the child to display a simple subject and talk about it in front of his colleagues earned many skills, including the courageous confrontation, connect with others and instil confidence that makes a strong base for the personal leadership of the children, and do not forget that the child is affected by the environment around them, so take care of this opportunity to improve our future generations, through our study, there are some of the things want to be displayed and recommend as the following:
2. Use laptops instead of bags that weigh weights strain our children as well as the ease to download the curriculum according to each level
3. The use of laptop computers to facilitate the process of Internet connectivity and to keep pace with scientific development.
4. Focus on the internet linking and connection with as consideration a part of topics of courses inside the
International Journal of Science and Engineering Applications
Volume 7–Issue 10,401-405, 2018, ISSN:-2319–7560
405
curriculum for raising the education quality level of each level.
5. Concern on these skills from the beginning of the school at first stage as consider the basic level is the base for future a generation.
6. Mainstreaming the introduction of these skills in the early stages of the study as consider there are available applications but need funder and support from the government.
7. Support the confidence of children through the presentation in front of his colleagues and his parents are present.
6. ACKNOWLEDGMENT
In this study, I would like to thank Dr. Galal Abdella. Assistant Professor of the faculty of the Faculty of Engineering, Benghazi University, Department of Industrial and Manufacturing Engineering, who taught us this scientific material in the master degree in 2014 AD, which he has provided us with a lot of information and which has always been a race for creative ideas. By equipping students to the level of international universities. All thanks and appreciation
Effect of Image Quality Service and Schools Parents of Satisfaction in Surabaya.IOSR Journals
This study aimed to determine the effect of Quality of Service (X1), the image of School (X2) either partially or simultaneously to the satisfaction of Parents' (Y) in the School of Surabaya. This study has four hypotheses, namely: (1) there is an allegation of a positive and significant relationship between service quality in partial satisfaction of the Parents' School in Surabaya. (2) there are allegations about a positive and significant relationship between the partial image of the Parents 'Satisfaction (Y) in the School of Surabaya, (3) there is a suspicion of a positive and significant relationship between service quality and image simultaneously on Parents' Satisfaction in School Surabaya, (4) there is suspicion between the two independent variables and the image and quality of service, quality of service is the most significant effect on increasing Satisfaction Parents' School in Surabaya?
Institutional and Program Self-Evaluation (IPSE): Towards Institutional Susta...IJAEMSJORNAL
Over the past years, quality assurance processes in education have become increasingly common and are steadily gaining in importance in all public and private higher education institutions. This, in turn, has brought about calls for greater accountability on the part of educational providers in measuring outputs or outcomes through quality assurance processes. Presently, the NONESCOST is continuously pursuing its quest for quality education as manifested by its International Certification on ISO 9001 and AACCUP Accreditation. With the recent challenge for all private and public HEIs on Institutional Sustainability Assessment (ISA), NONESCOST is taking its first step. Hence, this study was undertaken to ascertain the extent of compliance of the College to the Key Result Areas (KRAs) of ISA and its significant difference and relationship. Descriptive method was used in the study using the Self-Evaluation Document (SED) of the CHED-ISA administered to the College Officials and employees using purposive sampling technique. The study revealed that NONESCOST is greatly compliant as a whole and as to the five KRAs but the indicators were not fully met at a level of excellence that can be a model for others. A significant difference exist at 0.05 level for KRA1-Governance and Management, KRA2-Quality of Teaching and Learning, KRA3-Quality of Professional Exposure, Research and Creative Work, and KRA5-Relations with the Community. Further, no significant relationship exists between Governance and Management to; KRA2, KRA3 and KRA5 while a significant relationship exist between Governance and Management and KRA4: Support for Students.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
Contents lists available at ScienceDirect
Computers in Human Behavior
journal homepage: www.elsevier.com/locate/comphumbeh
TITLE : The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services
a b s t r a c t : The purposes of this study are to construct an instrument to evaluate service quality of mobile valueadded services and have a further discussion of the relationships among service quality, perceived value,
customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression
analysis were used to analyze the data collected from college and graduate students of 15 major universities
in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase
intention; (4) service quality has an indirect positive influence on post-purchase intention through customer
satisfaction or perceived value; (5) among the dimensions of service quality, ‘‘customer service and
system reliability” is most influential on perceived value and customer satisfaction, and the influence of
‘‘content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.
a r t i c l e i n f o
Article history:
Available online 11 April 2009
Keywords:
Mobile value-added services
Service quality
Perceived value
Customer satisfaction
Post-purchase intention
Un Método de Generación de Pruebas de
Rendimiento para Múltiples Tecnologías desde
Modelos UML con Anotaciones MARTE.
Jornadas SISTEDES 2012
Universidad de Almería
Este archivo contiene un Curriculum Vitae del Sr.Fernando Proaño alumno de la Facultad de Ingeniería Civvíl y Mecánica de la Carrera de Ingeniería Mecánica.
Enhancing Service Quality in Higher Educationiosrjce
The service sector is now playing an increasingly important role in the economy of many nations
including India. The success of any service industry depends heavily on service quality. Higher educational
institutions also represent a crucial component of the service sector hence service quality is crucial to their
survival in a competitive marketplace. Measuring service quality in higher education institutions is a
challenging endeavor, and many commonly used institutional measures of quality may be of limited importance
to students. Moreover, many higher education institutions in India erroneously feel that students are a captive
audience and the demand for their educational services is inelastic. This paper draws attention to the fact that
as competition intensifies between private, public, and online education providers, this attitude will have to
change and they will have to lay greater emphasis on improving service quality. This essentially means that they
will have to develop techniques to measure the quality of educational services which are different from those
currently prevalent and which are focused on their primary stakeholders –the students. This paper discusses the
importance of the five factors of service quality which are deemed critical from the customers’ point of view
namely core service or service product, human and non-human element of service delivery, tangibles and social
responsibility, and argues that each one of these factors is as applicable to the higher education sector as they
are to other service sectors. Higher educational institutions whether at undergraduate or postgraduate level
must formulate a distinctive service proposition—a proposal regarding how they will choose to serve students,
and implement it through a strategy of policies, practices, and procedures which are oriented towards the
student as a customer so as to survive in the current competitive scenario.
Perception and Expectation of Students Towards Service QualityAsma Muhamad
Current study of service quality from perspective of students at one of Malaysian research university.
The article is also available here
http://mojem.um.edu.my/current
SERVICE QUALITY ASSESSMENT AND STUDENT SATISFACTION IN BUSINESS SCHOOLS: MEDI...sadia butt
BUTT, Sadia. SERVICE QUALITY ASSESSMENT AND STUDENT SATISFACTION IN BUSINESS SCHOOLS: MEDIATING ROLE OF PERCEIVED VALUE. MOJEM: Malaysian Online Journal of Educational Management, [S.l.], v. 9, n. 1, p. 58-76, dec. 2020. ISSN 2289-4489. Available at: <https://mojem.um.edu.
Keys to Improve Service Quality and Employee Performance In An Organization -...IJERDJOURNAL
Abstract:- A literature review provides a clear map for any research work, to take the necessary actions in the right directions to reach the possible solutions successfully. It lays foundation for the research work in either collecting important information relevant to the research or avoiding issues irrelevant to the research. It can represent which direction should be followed depending on previous researches and studies. This paper reveals one such survey focussing on the various techniques that would maximize client satisfaction in an organization. In any organization, the two key factors that determine client satisfaction are the service quality and employee performance. In this work, a detailed study and analysis are done on the various key methods followed in organizations to improve the service quality and employee performance. This survey would provide research directions for academicians and researchers in this domain and would also contribute to industries in choosing the best suitable technique for further improvement, based on their requirements
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
User Perceptions to the Quality of Apemkislamets Learning Application Managem...Argo Ciptono
This paper is aim to know specify the service
attributes which should be improved or developed in
Apemkislamets application. The approach used is WebQual.
WebQual is a quality measurement approach for websites or
applications through user perceptions based on three dimensions:
Usability, information quality and services interaction quality.
The population in this study is Apilikasi Apemkislamets users
with the number of samples taken as much as 321 respondents by
convinience sampling. The research method used is survey with
questionnaire based on WebQual 4.0 that analyzed with IPA
(Importance Performance Analysis) to know the level of user
satisfaction which is gap between importance and performance.
The results of validity and reliability test show the whole item
questionnaire valid and reliable. The results showed that 18 items
analyzed by IPA method were grouped into Quadrant I (1 item),
Quadrant II (5 items), Quadrant III (9 items) and Quadrant IV
(3 items). Items that are considered important and need to be
located lies in the first quadrant is Design in accordance with the
type of application of Learning Administration. The result of
double correlation analysis also shows a strong correlation
between independent variable and dependent in this research.
International Journal of Humanities and Social Science Invention (IJHSSI) is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Sachpazis:Terzaghi Bearing Capacity Estimation in simple terms with Calculati...Dr.Costas Sachpazis
Terzaghi's soil bearing capacity theory, developed by Karl Terzaghi, is a fundamental principle in geotechnical engineering used to determine the bearing capacity of shallow foundations. This theory provides a method to calculate the ultimate bearing capacity of soil, which is the maximum load per unit area that the soil can support without undergoing shear failure. The Calculation HTML Code included.
Vaccine management system project report documentation..pdfKamal Acharya
The Division of Vaccine and Immunization is facing increasing difficulty monitoring vaccines and other commodities distribution once they have been distributed from the national stores. With the introduction of new vaccines, more challenges have been anticipated with this additions posing serious threat to the already over strained vaccine supply chain system in Kenya.
Explore the innovative world of trenchless pipe repair with our comprehensive guide, "The Benefits and Techniques of Trenchless Pipe Repair." This document delves into the modern methods of repairing underground pipes without the need for extensive excavation, highlighting the numerous advantages and the latest techniques used in the industry.
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Assessment of Service Quality in Higher Education: Case Study in Private University
1. International Journal of Business and Management Invention
ISSN (Online): 2319 – 8028, ISSN (Print): 2319 – 801X
www.ijbmi.org || Volume 5 Issue 9 || September. 2016 || PP—82-88
www.ijbmi.org 82 | Page
Assessment of Service Quality in Higher Education: Case Study
in Private University
GustiNgurahJoko Adinegara1
, Putu Steven Eka Putra2
1 2
(Management Department, Faculty of Economics & Humanities, DhyanaPura University, Bali, Indonesia)
ABSTRACT: Service quality is one factor that is considered in managing an educational institution. Student
satisfaction is the result of perceived service quality of students during the educational process. The purpose of
this study is to explore the student's perspective on the service quality received during the learning process.
Data collected from students and the questionnaires collected were 95 respondents. IPA analysis is used in
order to identify the attributes of service quality from the students’ perspective of level of importance and the
perceived performance. Result show that there is a gap between importance and performance attributes of
service quality. Based on the cartesius diagram there are two attributes in quadrant I are top priority for
improvement. These attributes are fast service and student exchange programs.Based on the customer
satisfaction index results showed that the service quality that has been given by university in the criteria of
reasonable satisfactory. The results of this analysis are expected to assist management in improving the quality
of service to the students in terms of both academic and non-academic, because private universities received the
largest inflowfrom students. Recommendations are also discussed to obtain more comprehensive results in
measuring student satisfaction.
Keywords: IPA, importance, performance, service quality, private university
I. INTRODUCTION
Improving the quality of students is one of the objectives to be achieved by each institution. Forming
qualified students cannot be separated from the learning process of the students during the education. Support
from the government and other stakeholders need to be increased in an attempt to ensure the learning process in
accordance with the minimum criteria of the learning process, research and community service. Educational
standards need to be implemented by each institution consists of competency standards, learning content,
learning processes, learning assessment, lecturers and staff, facilities and infrastructure, management and
financing of the learning process. Then, through the National Accreditation Board of Higher Education would
ensure the implementation of the learning process carried out by universities, conduct an assessment in
accordance with the minimum criteria specified in higher education.
The learning process can run well if it is supported by the facilities and infrastructures prepared by the
institution. In addition to infrastructure, a process service to students is an important factor in the learning
process that supports the improvement of the quality of students. Measuring service quality in higher education
is perceived more and more important to attract and retain the income-based tuition (Angell et al. 2008).
According to Pike (2004) on the situation of the higher competition in the field of higher education, the concept
of orientation to the customer is the most important thing to be noticed. This concept is necessary, especially for
educational institution which attempted to compete with other educational institutions. Management should be
able to monitor the students' perceptions that can lead to satisfaction and dissatisfaction.
Quality has become an important topic of discussion among higher education institutions and has been
studied specifically in recent years. One way to retain the students is to identify student satisfaction on the level
of interest and performance is obtained by the educational institution according to their choice. Importance-
Performance Analysis (IPA) is part of the technique of marketing research that involves the analysis of
consumer attitudes toward the product or service, and this concept has been applied in several business areas
including education, health, hospitality industry, tourism (Kitcharoen, 2004; Kuo et al., 2011; Angell et al.,
2008; Lee & Chen, 2015).Service quality performance was built by customer expectations before consumption
and consumer experience after consumption. Parasuraman et al. (1985) conducted a study that aims to determine
customer expectations on customer perceived service quality, and the gap between expectations and perceived
performance. Vargo and Lusch (2004) argue that service is key competitiveness and value created for display in
the process of service for customer needs.Therefore, providing services that meet the needs of customers is an
important task for the manager when trying to satisfy customers so that they are willing to come again. After
Parasuraman et al. (1985) proposed a service quality measurement known as SERVQUAL, measurement of the
quality of service has become a growing trend and the attention of academics and practitioners. Service quality
performance was built by customer expectations before consumption and consumer experience after
consumption (Johnson and Mathews, 1997).
2. Assessment of Service Quality in Higher Education: Case Study in Private University
www.ijbmi.org 83 | Page
Martilla and James (1977) proposed a model that is commonly used to measure the performance of
services provided by the company to its customers, namely Importance Performance Analysis (IPA). Deng
(2008) demonstrated that the IPA is a performance evaluation tool that measures the level of service factors
between importance and satisfaction in the process of service innovation. This study tries to identify the level of
importance or expectation of students to the attribute of service quality and performance quality of university
services to students using IPA. By identifying the needs, desires and expectations of the students, university will
be in a better position to develop appropriate marketing strategy to meet students’ expectations and to achieve
competitive advantage.
II. LITERATURE REVIEW
1. Service Quality
Service is defined as an activity or benefits offered from one party to another and did not result in any
ownership and as economic activity that can create value and benefits for customers (Lovelock, 2000).
According to Parasuraman et al. (1985) services is something intangible and services have four characteristics:
intangibility, inseparability, variability and heterogeneity. DeShields et al. (2005) states it is important for the
management of higher education to implement the principles of market-oriented. Educational institutions are
increasingly recognizing the importance of higher education as a service industry and placing greater emphasis
to meet the expectations and needs of students. Nadiri et al. (2009) showed that it is important for providers to
understand the expectations of higher education and students' perceptions about the service quality in order to
attract students and serve their needs. This indicates that the need for higher education institutions continues to
providing servicequality and to satisfy customers in order to achieve sustainability of the business in the
competitive service (DeShields et al. 2005).
There are many studies that have been conducted to obtain a greater insight into the service quality.
Grönroos (1984) noted two important dimensions that influence the total service quality which are technical
quality and functional quality. In the framework of this dimension, the services quality provided is measured as
a result of the evaluation process, in which consumer expectations and perceptions compared. Lehtinen and
Lehtinen (1991) defines three dimensions of service quality consists of physical quality, which involves physical
aspects of services (facilities or equipment); the quality of the company, involving the image and profile; and
interactive quality, which involves the interaction between contact personnel and customers and the interaction
between customers. Similarly Brady and Cronin (2001) use three dimensions of quality: quality of interaction,
quality of the physical environment, and quality of the results.
Most studies on the service quality that has been done in the last two decades are based on the
SERVQUAL model. Parasuraman et al. (1985) developed a model to measure the service quality from a wider
perspective. SERVQUAL initially focus on ten dimensions of quality of service and then reduce the number of
these dimensions into five dimensions consists of tangibles, reliability, responsiveness, assurance, and empathy.
Then Parasuraman et al. (1988) highlighted the differences between the perceptions of customers and companies
linked to the services quality provided. They argue that service quality can be determined by measuring the
differences between the customers received and customers expect. If the perceived greater than expectations,
then the perceived quality is high, and if the perceived smaller than expected then it shows the perceived quality
is low.
In the context of a service company, management is not only learning the perceived service quality as
well as learns how to measure service quality, but also provides guidance in improving service qualityin order to
enhance customer satisfaction. Consumers assume that intangible product that is service quality, has contributed
a major role in driving the customer's satisfaction or dissatisfaction (Negi, 2009). Khodayari and Khodayari
(2011) uses seven indicators to measure service quality of higher education consists of (1) the adequacy of the
academic resources (labs, books, journals), (2) easy to access academic resources (3) competence of lecturers in
teaching both theory and practice (4) curriculum appropriate to the job in the future (5) academic staff
understand the desire of students (6) the level of academic staff in serving students (7) the willingness of
academic staff in guiding and advising students.
2. Importance Performance Analysis (IPA)
Importance Performance Analysis (IPA) was first proposed by Martilla and James (1977), which is one
of the simple evaluation tools that can be used to understand and prioritize customer satisfaction attributes for
improvement. IPA model is used to determine the priority attribute for improvement and also provide guidance
to the company's strategic development plan. IPA is a powerful evaluation tool for practitioners and academics
to find out the good attributes and attributes that need to be improved and the need for corrective action so as to
increase profits and market opportunities (Wong et al. 2009).
3. Assessment of Service Quality in Higher Education: Case Study in Private University
www.ijbmi.org 84 | Page
Figure 1. Importance Performance Analysis Model (Martilla& James1977)
Two dimensions of the IPA is the level of interest and the level of performance is divided into four
quadrants (Martilla and James, 1977). Quadrant I is concentrate here or priority. In this quadrant there are
factors that are considered important or expected consumers, but the company's performance has not been
satisfactory, so the company needs to concentrate to allocate its resources to improve performance in this
quadrant. Quadrant II is keep up the good work or maintain the achievements, all the attributes that fall into this
quadrant is a strength of the organization as well as the pride of the organization. Quadrant III is a low priority.
In this quadrant there are factors that are considered to have the perception or the actual performance levels are
low and not too important or not expected by consumers, so companies do not need to prioritize or pay more
attention to these factors. Quadrant IV is possible overkill, in this quadrant there are factors that are considered
less important and less expected by the customer so that companies better allocate resources related to these
factors to other factors that more have a higher priority level.
According to IPA with four quadrants, managers should focus on quadrants I and II because it reflects
the high importance and represents the voice of the customer, if the department has performed well in fulfilling
requirement of customers, then customers will be satisfied and can manifest loyalty. This is the way to help
companies to do business in a sustainable manner. Research from Lee & Chen (2015) was to explore the
perspectives of athletes who participated in the National University Sport Games in Taiwan regarding to the
service quality. Result of their study was indicated that thirteen items, those were both high in importance and
performance, in which must keep; in the meanwhile, there were four questions in high importance and low in
performance, in which must be in the first priority to improve to enhance service quality and increase
participants’ satisfaction. Other research from Angell et al. (2008) who applied IPA to judge the service quality
of a university in the UK showed that the factors of academic and industrial relations aspects is the most
important for graduate students. These results indicate that the IPA is the right tool to measure the quality of
services in the field of graduate education. Then Pike (2004) conducted a study using the model of the IPA and
the results can identify the attributes that are used by high school students in choosing a university. Attributes
that are used in the research are: high standard of teaching, a good college campus atmosphere, safe
neighborhood, campus facilities are modern, computer facilities were good, support a good student, the job
prospects for graduates are excellent, good reputation, selection of flexible study programs, large campus, close
to the beach, its social activities, located within the city, close to family or friends, good location, provided the
opportunity to work part time, low tuition fees, accommodation near campus.
Furthermore, Mourkani and Shohoodi (2013) conducted a study to measure the quality of higher
education combining a model of internal evaluation and IPA, and the results showed that of the 39 criteria
assessed there were 11 criteria that require special attention from the campus to improve the quality of the
departments within these criteria. 11 criteria were combined in 2-dimensional and needs to be addressed are (1)
education and research consists of a library and information systems, facilities and computer services,
laboratories, departments of education and research (2) learning process consists of faculty using appropriate
teaching methods, clear criterion for evaluating a student at the beginning of the semester, providing precise
feedback on student evaluation results, fixtures and fittings lectures, learning process is clear from the teaching
staff, process of transfer of knowledge from lecturers and professors responding to questions from the students.
Kuo et al. (2011) conducted a study that aims to identify the critical elements in the tourism and hospitality
education using the Kano model and IPA. The results show that the elements of education can be categorized by
different quality attributes. Two of the most important elements perceived by the students are (1) teachers
assessing students' academic performance in the right way and reasonable (2) teacher can provide students with
information about the job in the future.
4. Assessment of Service Quality in Higher Education: Case Study in Private University
www.ijbmi.org 85 | Page
IPA has been generally accepted and used in various fields of study because of the ease to be applied
and the analysis results are easily understood and acted upon to improve the company's performance. The main
function of the IPA is to display information relating to factors greatly affect the quality of customer service
satisfaction and loyalty, and factors of service quality according to the customer needs to get attentionfrom the
company to be improved because the current situation is not providing satisfaction to customers.
III. RESEARCH METHOD
This research was conducted at a private university in Badung, Bali. Purposive sampling was used in
gathering information from students and as many as 95 respondents collected using the formula from Slovin.
Variables used in this research is the result of the identification of variables that have been used from several
studies such as Pike, (2004); Kuo et al., (2011); Yusoff et al., (2015) and Indonesian National Education
Standards. This research uses seven attributes which consists of 28 statements. 5 point Likert scale used to
measure the level of interest and performance quality of university services.
Scale in measuring the level of interest (1 = not very important to 5 = very important) and a scale to
measure the level of performance (1 = very poor to 5 = excellent). Validity and reliability are used to ensure the
indicators are valid and reliable. Measurement of validity and reliability are very important in the assessment
questionnaire. According to Sugiyono (2012) the level of validity for all indicators is expected to be above the
value of correlation (r) = 0.3 and the level of reliability according of cronbach alpha value of each indicator
must be greater than 0.7. The analysis technique used is the Importance Performance Analysis.
IV. RESULT AND DISCUSSION
1. Validity and Reliability Test
Based on validity tests of service quality of private university, the results show that the entire
statements have a value above 0.3 (>0.3), so that the entire statementshad content validity. From the reliability
tests also obtained the results of the CronbachAlpha (α) of 0.953 (>0.7), this shows that all statementsexceeding
α value of 0.7 (all factors are reliable).
Tabel 1. Reliability Statistics
Cronbach's Alpha N of Items
.953 30
2. Importance Performance Analysis
This analysis is done by comparing scores on the level of interest with the score on performance.
Analysis on the level of conformity will determine the order of priority of improving the factors that affect the
quality of service. This study uses two variables: the level of importance (Y) and the level of performance (X).
Based on the calculation result, value of the average of performance (X), the average of importance (Y) of each
attribute, and the value of service quality conformity rate, it’s shown in Table 2.
Table 2.Conformity Assessment of Level of Importance and Performance
No Attributes 𝐘 𝐗 Gap CR
A General Aspects
1 Clean & comfortable campus atmosphere 4.55 3.87 -0.67 85.19
2 Easy to access internet (wifi) 4.45 2.69 -1.76 60.52
3 Modern campus facilities 4.31 3.16 -1.15 73.35
4 Comfortable cafeteria 4.27 3.63 -0.64 84.98
5 Convenient parking area 4.51 3.95 -0.56 87.62
B Quality of Classroom
6 Comfortable classroom environment 4.51 3.60 -0.91 79.91
7 Appropriate class equipment 4.49 3.34 -1.16 74.24
8 Modern class equipment 4.40 3.26 -1.14 74.16
C Quality of Laboratory
9 Availability of laboratory for learning 4.36 3.20 -1.16 73.43
10 availability of laboratory equipment 4.31 3.19 -1.12 74.08
11 Staff provide friendly service 4.60 3.65 -0.95 79.41
D Quality of Library
12 Easy access books on the shelf 4.52 3.55 -0.97 78.55
13 Easy borrowing books 4.55 3.84 -0.71 84.49
14 Complete book collection 4.43 3.21 -1.22 72.45
15 Staff provide friendly service 4.55 3.64 -0.91 80.09
16 A cozy library room 4.64 3.93 -0.72 84.58
E Quality of Academic Services
17 A simple procedure of academic 4.53 3.59 -0.94 79.30
18 Staff is able to solve the problem 4.51 3.51 -1.00 77.80
5. Assessment of Service Quality in Higher Education: Case Study in Private University
www.ijbmi.org 86 | Page
19 Provide information to completion 4.55 3.55 -1.00 78.01
20 Providing services quickly 4.57 3.45 -1.12 75.58
F Aspect of Teaching Quality
21 Hospitality of lecturer 4.67 3.97 -0.71 84.91
22 Lecturers give individual attention 4.38 3.60 -0.78 82.21
23 Easy to communication with lecturers 4.52 3.74 -0.78 82.75
24 Clarity on learning materials 4.59 3.73 -0.86 81.19
25 Competences of lecturer 4.64 3.82 -0.82 82.31
26 Lecturers give a fair assessment 4.66 3.79 -0.87 81.26
G Quality of external relations
27 Easy to get an internship 4.63 3.79 -0.84 81.82
28 Foreign student exchange program 4.51 3.55 -0.96 78.74
Mean 4.51 3.56 79.03
Note:Y = Importance; X = Performance; CR = Conformity Rate
Gap analysis was conducted to determine whether there is a gap between the levels of importance to
the level of performance in the variables analyzed. Tests were carried out by differentiating the value of the
degree of importance to performance, then analysis by creating a cartesius diagram.Based on the assessment
results in Table 2 it can be seen that the average level of importance is 4.51 then the average level of
performance is 3.56. The average assessment performance level was 3.56, below the average importance
assessment level is 4.51 (performance > importance). Then the value of performance based on the level of
conformity is 79.03% were below 100%, which means that the assessment of students during the learning
process has not been fully serviced in accordance with the expectations of students. Furthermore, it can be noted
that the average value of the level of conformity is at 79.03%, so it can be concluded that overall attributes
entered in the category of " reasonable satisfactory" (<100%).
Based on Table 2, it can be explained that there is a difference between the level of performance with
the level of interest based on the value that has a sign (-) negative. This means that nearly every dimension
represented by attributes is under the level of interest of the student. The higher the gap, those attributes are
increasingly prioritized to be improved in its services. For this reason, the university management need to work
hard to improve its performance in service to students, especially the indicator of availability wifi (value gap is -
1.76), collection of books in the library (the value gap is -1.22). Based on the results, these dimensions have the
highest gap between the level of performance and expectations.
Furthermore, there are three dimensions that require close attention to be harmonized in order to
achieve the level of importance of students. (1) The quality of the class in the learning process, both in providing
first-class equipment and modern including a comfortable classroom environment. (2) The quality of the
laboratory, in this case is the availability of laboratory that is still less by the students, the availability of
laboratory equipment and laboratory staff in providing services. (3) The quality of academic services is also felt
needed to be improved as perceived service was still slow, the staff is not provided with complete services and
academic staff has not been able to provide solutions to the problems of students. The average value gap of this
dimension has a bigger value compared to the value of the average gap in another dimension. Therefore, the
university management works to improve the service quality, especially in three dimensions.
The next step is to analyze the quadrant to create a cartesius diagram. Based on the calculations, it
obtained an average assessment of importance is 4.51 and an average performance assessmentis 3.56. The all
numbers inserted into the quadrant analysis diagram importance performance analysis as shown in Figure 2.
Figure 2.Cartesius Diagram of Importance-Performance
6. Assessment of Service Quality in Higher Education: Case Study in Private University
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Based on the cartesius diagram in Figure 2, the factors associated with service quality to students may
be grouped within each quadrant as follows. In Quadrant I (priority), two attributes that are given high priority
that are attribute to provide fast service (20) and the attributes of foreign student exchange program (28).
Attributes are located in this quadrant is considered as a very important factor but the condition at this time is
not satisfactory for students, and the management must seek adequate resources to improve performance on a
variety of factors. Attributes are located in this quadrant is a priority to be improved so that the expectations of
students can be maintained for the benefit of students at attribute level is high, while the perceived performance
of students is still low.
In Quadrant II (maintain achievement), there are seventeen attributes within this quadrant are attribute
1(clean & comfortable campus atmosphere), 5 (convenient parking area), 6 (comfortable classroom
environment), 11 (laboratory staff provide friendly service), 12 (easy access books on the shelf), 13 (easy
borrowing books), 15 (library staff provide friendly service), 16 (a cozy library room), 17 (a simple procedure of
academic), 18 (academic staff is able to solve the problem), 19 (provide information to completion), 21
(hospitality of lecturer), 23 (easy to communication with lecturers), 24 (clarity on learning materials), 25
(competences of lecturer), 26 (lecturers give a fair assessment), and 27 (quality of external relations). Factor that
exist in this quadrant are considered as an additional factor for student satisfaction, where the level of student
interest in this quadrant is high, so the level of the perceived performance of students is also high. The university
is obliged to maintain the attributes that fall into this quadrant.
In Quadrant III (low priority), includes seven attributes consists of: attribute of laboratory equipment
(10), modern facilities (3), availability of laboratories (9), modern class equipment (8), complete collection of
books (14), easy access to the Wi-Fi (2) and classroom equipment is adequate (7). Attributes are located in this
quadrant have a performance level of perceived low student once considered too important for students, so the
priority in the priority scale is low. The attributes that exist within this quadrant should be maintained and
adapted to current conditions.Attributes in Quadrant IV (overload) there are two attributes consists of: attribute
adequate cafeteria (4) and personal attention from lecturers (22). Attributes are located in this quadrant are
considered satisfactory or in accordance with the expectations of students, but the students attribute in this
quadrant are considered not too important. The management does not need much to allocate resources
associated with those attributes, then that will be retained and adapted to current conditions.
Customer satisfaction index (CSI) reported by large levels of customer satisfaction will be with the
specific services. In this research, CSI is required to determine the level of student satisfaction with the services
provided during the learning process. The greater value of CSI will show the level of satisfaction is getting
better and if the value of CSI is getting smaller, it will indicate the level of satisfaction of diminishing returns.
Thus, the value CSI can be used as a measure that shows how much the expectation that can be met by the
university on the service quality received. Based on the calculations, CSI value obtained is 71.37%. CSI scores
are located on the criteria of "reasonably satisfied" on the performance of the service quality of the university.
CSI value can be increased by improving the performance of high-value gaps against expectations of students.
Improvements to the performance attributes are expected to improve the value of customer satisfaction index.
IV. CONCLUSION
Based on the analysis of the gap between importance and performance of students, all attributes have a
negative value, it means that the performance in serving students in the learning process is still below the
expectations. Attributes the availability ofWi-Fi and collection of books in the library are the two attributes that
have the largest gap. These results are also in accordance with the CSI value is 71.37%, which shows that the
value of CSI is currently on criteria reasonable satisfactory. This indicates that the quality of services provided
to students of private universities not in accordance with the interests or expectations of students. Therefore, all
academic faculties are expected to improve service to all students. Based on cartesius diagram shows that there
are two attributes that are entered in the first quadrant, seventeen attributes entered in quadrant II, seven
attributes of the incoming quadrant III and the two attributes that go in quadrant IV. The main priorities in
improving the quality of existing services to students in the first quadrant those provide fast service and student
exchange programs to overseas. Priority in improving services to students is located on the attributes in quadrant
I that provide fast service and student exchange programs to overseas, so the index of customer satisfaction can
be improved.
Further research can use a bigger sample size and a larger population to get more comprehensive
description of the service quality to the higher education. Further analysis can be developed by comparing the
state and private universities. Then, for the analysis could use regression analysis or SEM-AMOS to obtain
more comprehensive results about the relationship between attributes and dimensions of service quality.
7. Assessment of Service Quality in Higher Education: Case Study in Private University
www.ijbmi.org 88 | Page
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