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All Journal Wacana, Jurnal Sosial dan Humaniora JURNAL SOSIAL HUMANIORA (JSH)
Yuli Purwanto
Institut Teknologi Sepuluh Nopember
Humanities Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Service Quality Measurement through Higher Education Performance (HEDPERF) The Case of an Indonesian Public University Yuli Purwanto; Irwan Noor; Andriani Kusumawati
Wacana Journal of Social and Humanity Studies Vol. 23 No. 1 (2020)
Publisher : Sekolah Pascasarjana Universitas Brawijaya

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Abstract

The purpose of this study was to measure service quality performance based on student perceptions of the higher education department service quality performance. The research used a Higher Education Performance (HedPERF) measurement scale. There were six structural factors/dimensions namely: Non-Academic Aspect, Academic Aspect, Reputation, Access, Program Issues, and Understanding. The research method used quantitative methods with descriptive approaches. The research utilized questionnaire surveys with Probability Sampling techniques and Proportioned Stratified Random Sampling collection techniques. Data analysis utilized Importance Performance Analysis. The importance-performance analysis result exhibited similarities in measurement results. The similarities occurred between respective service items measurements and factors/dimensions structure instrument measurement. The analysis result exhibited that Academic Aspect factors are service quality improvement’s top priority, Reputation and Access factors are maintained service quality, Understanding factors are service quality improvement’s secondary priority, and Non-Academic Aspect factors exhibited service quality exceeding students expectations. To improve Academic Aspect factor, it is suggested to implement Law No. 14 of 2005 which focused on lecturer competencies (Pedagogic Competence, Professional Competence, Social Competence, and Personality Competence).
Analisa Kualitas Pelayanan di Departemen Teknik Kimia Industri, Fakultas Vokasi ITS Surabaya dalam perspektif Higher Education Performance (HEdPerf) Yuli Purwanto; Wawan Prawono; Ratri Wandha Kirana
JURNAL SOSIAL HUMANIORA (JSH) Vol 15, No 1 (2022)
Publisher : Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12962/j24433527.v15i1.11416

Abstract

The purpose of this study was to measure the performance of service quality by using students' perceptions of service quality performance at the Department of Industrial Chemical Engineering, Faculty of Vocational Studies ITS Surabaya Indonesia through the Higher Education Performance (HEdPerf) measurement scale using six structural dimensions consisting of Non-Academic Aspects, Academic Aspects, Reputation, Access, Program Issues, and Understanding. Quantitative descriptive method, questionnaire survey with Probability Sampling technique, and Proportioned Stratified Random Sampling collecti0n technique were used as methods in this study. The results of the analysis using Importance-Performance Analysis show the similarity of the measurement results between each service item measurement and the measurement of the factor/dimensional structure instrument. The reputation factor is a top priority for improving service quality. Academic and Access factors have service quality that must be maintained. Understanding Program Factors and Problems is the second priority for improving service quality. Then non-academic factors indicate that the quality of service exceeds student expectations
Co-Authors Andriani Kusumawati Irwan Noor Ratri Wandha Kirana Wawan Prawono