Main Article Content
Abstract
This study aims to reexamine the scale of service quality measurement that refers to multi-dimensional concepts. This type of research is quantitative descriptive research. This research is a quantitative research. Sampling in this study was carried out randomly by using probability sampling with a stratified random sampling technique in obtaining information from respondents. The number of samples used was 200 people in each department in the Economic and Business Faculty, University of Bengkulu. The results showed that service quality can be classified into 6 factors. These factors consist of Factor 1 which focuses on administrative services; Factor 2 which focuses on facilities and infrastructure; Factor 3 which focuses on the quality of teaching; Factor 4, which focuses on resource allocation; Factor 5, which focuses on the ease of borrowing space; and Factor 6 focuses on lecturer responsiveness to student complaints. The higher education institution and each unit under it are expected to pay attention to these factors in developing policies and programs.
Keyword: Service Quality, HEdPerf (Higher Education Performance), HiEdQual (Higher Education Quality), Higher Education Institution.
Keywords
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References
- Abdullah, F. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569–581.
- Ahmed, I., Nawaz, M. M., Usman, A., Shaukat, Z. M., Ahmad, N. dan Iqbal, H. 2010. “Impact of service quality on customer’s satisfaction: Empirical evidence from telecom sector of Pakistan”. Interdisciplinary Journal of Contemporary research in Business, 1(12): 98-113
- Alridge S. dan Rowley J. 2001. “Conducting a withdrawal survey”. Quality in Higher Education, 7(1), 55-63.
- Annamdevula, S. dan Bellamkonda, R.S. 2016. “Effect of student perceived service quality on student satisfaction, loyalty, and motivation in Indian universities, 11 (2), 488-517.
- Brady, M. K., & Cronin, J., Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
- Bolton, R.N., Lemon, K.N. and Verhoef, P.C. (2004), “The theoretical underpinnings of customer asset management: a framework and propositions for future research”, Journal of the Academy of Marketing Science, Vol. 32 No. 3, pp. 271-292.
- Chua, C. (2004). Perception of Quality in Higher Education, Australian Universities Quality Forum (AUQF) 7-9 July, Adelaide, Australia.
- Clewes, D. (2003). A Student-Centered Conceptual Model of Service Quality in. Higher Education. Journal of Quality in Higher Education, 9 (1): p.69-85.
- Cooper, D,r dan Schindler, P, S. 2003. “Business Research Method Eight Edition”. New York, NY: McGraw-Hill/Irwin.
- Cuthbert, P. (1996a). Managing Service Quality in HE: Is SERVQUAL the Answer? Part 1, Managing Service Quality, Vol.6 (2), 11-16.
- Cuthbert, P. (1996b). Managing Service Quality in HE: Is SERVQUAL the Answer? Part 2, Managing Service Quality, Vol.6 (3), 31-35.
- Deming, W. Edwards. 1982. Guide to Quality Control. Cambirdge: Massachussetts. Institute Of Technology.
- Dick A.S dan Basu K. 1994. “Customer Loyalty: Toward an Integrated Conceptual Framework”. Journal of the Academy of Marketing Science, 22(2), 99-113.
- Dyson P. Farr A. dan Hollis N.S. 1996. “Understanding, Masuring, and Using Brand Equity”. Journal of Advertising Research, 36(6), 9-21.
- Grönroos, C. (1984), "A Service Quality Model and its Marketing Implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
- Harvey, L., & Green, D. (1993). Defining Quality. Assessment and Evaluation in Higher Education, 18, 9-34.
- Juran, J.M. (1974) Juran's Quality Control Handbook. 3rd Edition. McGraw-Hill, New York.
- Kotler, P. 2000. “Marketing Managemnet 10thedn”. New Jersey: Prentice-Hall
- Lau M,M., Cheung R., Lam A,Y,C dan Chu Y,T. 2013. “Measuring Service Quality in the Banking Industry: A Hongkong Based Study”. Coutemporary Managemnet Research Vol. 9 No. 3. September 2013.
- Neuman, W. L. (2006). Social research methods qualitative and quantitavie approach (6th ed.). Upper Saddle River Pearson.
- O’Neill, M.A. and Palmer, A. 2004. “Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education”, Quality Assurance in Education, Vol. 12 No. 1, pp. 39-52.
- Parasuraman A., Zeithaml V. A., dan Berry L. L. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research”. Journal of Marketing, 49, 41-50.
- Parasuraman A., Zeithaml V., dan Berry L. 1988. “SERVQUAL: a Multiple Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, 6(1), 12-36.
- Parri, J. (2006), “Quality in higher education”, Vadyba/Management, Vol. 2 No. 11, pp. 107-111.
- Quinn, A., Lemay, G., Larsen, P. and Johnson, D.M. (2009), “Service quality in higher education”, Total Quality Management, Vol. 20 No. 2, pp. 139-152
- Rahmatina Desi. 2010. “Prosedur Menggunakan Stratified Random Sampling Method dalam Mengestimasi Parameter Populasi ”. JEMI Vol.1, No. 1 Desember 2010.
- Sarwono Jonathan. 2006. “Metode Penelitian Kuantitatif dan Kualitatif”. Yogyakarta: Graha Ilmu.
- Spooren P., Mortelmans D. dan Denekens, J. 2007. “Student Evaluation of Teaching Quality in Higher Education: Development of an Instrument Based on 10 Likert-Scales”. Assessment and Evaluation in Higher Education, 32, 667-679.
- Sultan, P. dan Wong, H.Y. 2012. “Antecedents and consequences of service quality in a higher education context a qualitative research approach”, Quality Assurance in Education, Vol. 21 No. 1, pp. 70-95
- Vazquez. 2001. “Expectations: a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, Vol. 58 No. 1, pp. 132-9.
- Zeithaml V. 1988. “Defining and Relating Price, Perceived Quality and Perceived Value”. Cambrige, MA: Marketing Science Institute.
- Zeithaml Valerie A dan Bitner Mary Jo. 2000. “Services Marketing”. Boston: Irwin MC Graw Hill.
References
Abdullah, F. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569–581.
Ahmed, I., Nawaz, M. M., Usman, A., Shaukat, Z. M., Ahmad, N. dan Iqbal, H. 2010. “Impact of service quality on customer’s satisfaction: Empirical evidence from telecom sector of Pakistan”. Interdisciplinary Journal of Contemporary research in Business, 1(12): 98-113
Alridge S. dan Rowley J. 2001. “Conducting a withdrawal survey”. Quality in Higher Education, 7(1), 55-63.
Annamdevula, S. dan Bellamkonda, R.S. 2016. “Effect of student perceived service quality on student satisfaction, loyalty, and motivation in Indian universities, 11 (2), 488-517.
Brady, M. K., & Cronin, J., Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
Bolton, R.N., Lemon, K.N. and Verhoef, P.C. (2004), “The theoretical underpinnings of customer asset management: a framework and propositions for future research”, Journal of the Academy of Marketing Science, Vol. 32 No. 3, pp. 271-292.
Chua, C. (2004). Perception of Quality in Higher Education, Australian Universities Quality Forum (AUQF) 7-9 July, Adelaide, Australia.
Clewes, D. (2003). A Student-Centered Conceptual Model of Service Quality in. Higher Education. Journal of Quality in Higher Education, 9 (1): p.69-85.
Cooper, D,r dan Schindler, P, S. 2003. “Business Research Method Eight Edition”. New York, NY: McGraw-Hill/Irwin.
Cuthbert, P. (1996a). Managing Service Quality in HE: Is SERVQUAL the Answer? Part 1, Managing Service Quality, Vol.6 (2), 11-16.
Cuthbert, P. (1996b). Managing Service Quality in HE: Is SERVQUAL the Answer? Part 2, Managing Service Quality, Vol.6 (3), 31-35.
Deming, W. Edwards. 1982. Guide to Quality Control. Cambirdge: Massachussetts. Institute Of Technology.
Dick A.S dan Basu K. 1994. “Customer Loyalty: Toward an Integrated Conceptual Framework”. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dyson P. Farr A. dan Hollis N.S. 1996. “Understanding, Masuring, and Using Brand Equity”. Journal of Advertising Research, 36(6), 9-21.
Grönroos, C. (1984), "A Service Quality Model and its Marketing Implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
Harvey, L., & Green, D. (1993). Defining Quality. Assessment and Evaluation in Higher Education, 18, 9-34.
Juran, J.M. (1974) Juran's Quality Control Handbook. 3rd Edition. McGraw-Hill, New York.
Kotler, P. 2000. “Marketing Managemnet 10thedn”. New Jersey: Prentice-Hall
Lau M,M., Cheung R., Lam A,Y,C dan Chu Y,T. 2013. “Measuring Service Quality in the Banking Industry: A Hongkong Based Study”. Coutemporary Managemnet Research Vol. 9 No. 3. September 2013.
Neuman, W. L. (2006). Social research methods qualitative and quantitavie approach (6th ed.). Upper Saddle River Pearson.
O’Neill, M.A. and Palmer, A. 2004. “Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education”, Quality Assurance in Education, Vol. 12 No. 1, pp. 39-52.
Parasuraman A., Zeithaml V. A., dan Berry L. L. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research”. Journal of Marketing, 49, 41-50.
Parasuraman A., Zeithaml V., dan Berry L. 1988. “SERVQUAL: a Multiple Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, 6(1), 12-36.
Parri, J. (2006), “Quality in higher education”, Vadyba/Management, Vol. 2 No. 11, pp. 107-111.
Quinn, A., Lemay, G., Larsen, P. and Johnson, D.M. (2009), “Service quality in higher education”, Total Quality Management, Vol. 20 No. 2, pp. 139-152
Rahmatina Desi. 2010. “Prosedur Menggunakan Stratified Random Sampling Method dalam Mengestimasi Parameter Populasi ”. JEMI Vol.1, No. 1 Desember 2010.
Sarwono Jonathan. 2006. “Metode Penelitian Kuantitatif dan Kualitatif”. Yogyakarta: Graha Ilmu.
Spooren P., Mortelmans D. dan Denekens, J. 2007. “Student Evaluation of Teaching Quality in Higher Education: Development of an Instrument Based on 10 Likert-Scales”. Assessment and Evaluation in Higher Education, 32, 667-679.
Sultan, P. dan Wong, H.Y. 2012. “Antecedents and consequences of service quality in a higher education context a qualitative research approach”, Quality Assurance in Education, Vol. 21 No. 1, pp. 70-95
Vazquez. 2001. “Expectations: a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, Vol. 58 No. 1, pp. 132-9.
Zeithaml V. 1988. “Defining and Relating Price, Perceived Quality and Perceived Value”. Cambrige, MA: Marketing Science Institute.
Zeithaml Valerie A dan Bitner Mary Jo. 2000. “Services Marketing”. Boston: Irwin MC Graw Hill.