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All Journal JURNAL PENDIDIKAN TAMBUSAI IJEEM - Indonesian Journal of Environmental Education and Management International Journal for Educational and Vocational Studies Community Engagement and Emergence Journal (CEEJ) Community Development Journal: Jurnal Pengabdian Masyarakat Premium: Insurance Business Journal Journal of Innovation Research and Knowledge
Wahyuari, Wahyuari
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences

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Journal : Journal of Innovation Research and Knowledge

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KUALITAS PELAYANAN PENDIDIKAN PADA STMA TRISAKTI DENGAN MENGGUNAKAN METODE EDUQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) Wahyuari, Wahyuari; Syahrial Sidik; Alvernia Kurniartha; Bunga Kalista
Journal of Innovation Research and Knowledge Vol. 5 No. 3: Agustus 2025
Publisher : Bajang Institute

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Abstract

This study aims to analyze the quality of educational services at STMA Trisakti by integrating the EduQual and Importance Performance Analysis (IPA) methods. EduQual is used to measure service quality based on five main dimensions: learning outcomes, responsiveness, physical facilities, personal development, and academics. Meanwhile, IPA is applied to map the gap between actual performance and student expectations, as well as to determine service improvement priorities. Data was collected through a questionnaire from 119 active students representing various programs of study and educational levels. The analysis results indicate that all service dimensions have negative GAP values, indicating that performance has not fully met student expectations. The dimensions with the largest GAPs were physical facilities and academic service responsiveness. IPA analysis reinforced these findings, prioritizing academic service responsiveness indicators as the top priority for improvement. This study contributes theoretically to the development of a service quality evaluation model based on a combination of EduQual and IPA, and practically provides strategic recommendations to STMA Trisakti for improving service quality and student satisfaction sustainably.
KUALITAS PELAYANAN PUBLIK DI KUA BANDUNG WETAN, KOTA BANDUNG DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) Syahrial Sidik; Wahyuari, Wahyuari; Supriyadi Sapolo; M. Nasyubun; Anisha Maharani Tambunan
Journal of Innovation Research and Knowledge Vol. 5 No. 3: Agustus 2025
Publisher : Bajang Institute

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Abstract

The quality of public services is an important factor in building public trust in government institutions, including the Office of Religious Affairs (KUA). This study aims to analyze the quality of public services at the KUA Bandung Wetan, Bandung City, using the Importance Performance Analysis (IPA) and Potential Gain in Customer Value (PGCV) methods. The IPA method is used to identify gaps between the level of importance and service performance based on public perception, while PGCV is used to measure the potential for service value improvement by identifying attributes that significantly impact customer satisfaction. This study employs a descriptive quantitative approach with a questionnaire distributed to 46 respondents. The IPA analysis results indicate two indicators that should be prioritized for improvement: Timeliness (KW2) and Transparency of Procedures (TP1), as they have high importance values but suboptimal performance. The PGCV calculations confirm that improvements in these two indicators have the potential to significantly enhance the perceived value of services by the public. This study contributes theoretically by integrating the IPA and PGCV approaches in public service evaluation based on ServQual, and practically by providing strategic improvement recommendations for KUA to sustainably enhance public satisfaction.
Co-Authors Alvernia Kurniartha Anisha Maharani Tambunan Bagus Suhendar Bunga Kalista Dalimunthe, Achmad Sudiyar Gustrian, Rachmadi M. Nasyubun Nasyubun, M. Putera, Heriansyah Sapolo, Supiyadi Sapolo, Supriyadi Suhendar, Bagus Syahrial Sidik syakir syakir