Dimension of Tangible in Quality of Higher Education Services Based on Undergraduate Student’s Perception

Abstract

Providing services quality for students as the main customers of education is the main task of universities as service providers in the field of higher education. Service quality, one of which is the tangible dimension, has become a concern for universities so that it has a positive impact on customer satisfaction. This study aims to determine undergraduate students' perceptions of the dimensions of the tangible dimension of services quality at higher education. This research was conducted with a mix method approach. A total of 282 students from a state university participated in this study. Research data were collected through questionnaires and open-ended questions. Quantitative data were analyzed using descriptive statistical analysis. While the qualitative data were analyzed by analysis, reduction and drawing conclusions. The results showed that in general students have a relatively good perception on the dimensions of tangible in higher education with an achievement percentage of 85.89%. Nevertheless, the dimension of tangible still need to be improved, for example the availability of facilities to support learning in the classroom. This implication of this study is the importance of improvement the dimension of tangible that are able to meet improving educational services at higher education.