Analisa Kualitas Pelayanan di Departemen Teknik Kimia Industri, Fakultas Vokasi ITS Surabaya dalam perspektif Higher Education Performance (HEdPerf)

Purwanto, Yuli; Prawono, Wawan; Kirana, Ratri Wandha

doi:10.12962/j24433527.v15i1.11416

Cited by 2 publications

(4 citation statements)

References 6 publications

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“…They identified 20 attributes with negative gaps, indicating areas for improvement in the program (Febriani et al, 2022). Research by (Purwanto et al 2022) using Hedperf and HIEDQUAL to measuring the quality of services at the University showed that items in this study did not meet customer expectations, as demonstrated by negative scores in SERVQUAL analysis. The use of this method allows a comprehensive assessment of education quality, taking into account factors such as teaching, facilities, extracurricular activities, and social contexts.…”

Section: Discussionmentioning

confidence: 74%

“…The attributes in this quadrant are the strengths of the campus and these attributes must be an advantage and must be maintained. The results of the study (Purwanto et al, 2022) found that reputation is a priority factor that must be considered.…”

Section: Discussionmentioning

confidence: 94%

“…This method is useful for universities in improving service performance to better compete with other universities. Research conducted by (Ahmad & Nikmah, 2017), (Febriani et al, 2022), (Yusuf, 2017), (Purwanto et al, 2022), (Ardhyani & Singgih,2017), (Martono, 2021) used the Higher Education Performance (HEdPERF) method in measuring the level of student satisfaction with the quality of services in Higher Education from academic, non-academic and other supporting aspects. Several studies also measure student satisfaction with service performance in tertiary institutions using the HEdPERF approach (Khalid et al, 2019), (Danjuma et al, 2018)and (Mang'unyi & Govender, 2017).…”

Section: Graph 1 Number and Percentage Of Inactive Students From 2015...mentioning

confidence: 99%

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Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

Wati,

Dharma,

Jadmiko

et al. 2024

JAE

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The image of a tertiary institution is indicated by the quality of service perceived by students because the quality of service can also reflect the academic and non-academic quality of a tertiary institution. There have been many studies focusing on measuring the quality of services in higher education (using the Serqual measurement), therefore, this study aims to measure quality services by combining other approaches, namely HEdPERF and HiEDQUAL. Bung Hatta University was used as the research object (n=370 students). The university was selected because it is a reputable private university which was founded under the name one of the nation's proclamator with significant influence. Based on the results of data analysis using the Importance Performance Analysis (IPA) technique, it can be concluded that aspects of academic facilities and support services are in the quadrant that exceeds student expectations. On the other hand, the campus infrastructure aspect should be the main priority that must receive immediate attention, followed by the reputation, academic and program aspects which are quadrant positions that must be maintained while the administrative service aspect is in low priority positionKeywords: Service Quality, Higher Education, IPA (Importance-Performance Analysis), HedPERF, HiEDQUAL

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Section: Discussionmentioning

confidence: 74%

Section: Discussionmentioning

confidence: 94%

Section: Graph 1 Number and Percentage Of Inactive Students From 2015...mentioning

confidence: 99%

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Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

Wati,

Dharma,

Jadmiko

et al. 2024

JAE

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“…Thus, it is required to organize marketing activities and promotional programs to inform students. Purwanto, Noor, and Kusumawati (2020) concluded that the university maintains its services at a sufficient level in terms of reputation. Since service quality in the reputation dimension is perceived at a sufficient level, it can be tried to increase the quality perceptions of the students by making improvements in this dimension.…”

Section: Ii1 Quality Measurement In Hesmentioning

confidence: 99%

The assessment of service quality effect in higher education sector on satisfaction, suggestion, and behavioral intention of university students: The case of Turkey

Gürbüz

Bayraktar

2023

TJHE

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The number of enterprises in the service sector is increasing with the time and the market for service sector is expanding. Universities as higher education institutions were affected by these developments in the service sector and have included providing quality service to their internal and external stakeholders as their top priority. Providing quality service in a university affects the satisfaction of students, who are among the most important stakeholders, their intention to suggest university to potential students and to visit after graduation. Hedperf scale was used to measure the service quality at universities and various institutions in different countries. The construct validity of the Hedperf scale was investigated according to the student perceptions at a university in Turkey and it was found with exploratory factor analysis (EFA) that service quality dimensions were classified into four dimensions - academic, non-academic, reputation, and access. Among these dimensions, the effect of academic, reputation and access dimensions on satisfaction, suggestion, and behavioral intention for visiting after graduation was determined, while the effect of non-academic dimension was not determined. Service quality dimensions explain approximately 31% of the variability in overall satisfaction. Access affects satisfaction at the level of β = .322, which is more than other dimensions. It was determined that the service quality dimensions explained 17% of the behavioral intention to “visit the university after graduation” and the effect of access (β = .264) among these dimensions was higher than the other dimensions. University service quality dimensions explain 23% of the intention for “suggest the university to potential students”, and it was determined that the reputation dimension has the strongest effect (β = .367). The research explores the link between service quality and satisfaction, suggestion, behavioral intention and determines the construct validity of the scale developed in a foreign culture. Received: 22 March 2022Accepted: 16 January 2023

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Analisa Kualitas Pelayanan di Departemen Teknik Kimia Industri, Fakultas Vokasi ITS Surabaya dalam perspektif Higher Education Performance (HEdPerf)

Abstract: The purpose of this study was to measure the performance of service quality by using students' perceptions of service quality performance at the

Cited by 2 publications

References 6 publications

Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

The assessment of service quality effect in higher education sector on satisfaction, suggestion, and behavioral intention of university students: The case of Turkey

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