Service quality measurement of higher vocational education based on SERVQUAL and KANO: A case study in Politeknik ATMI Surakarta

Rinanto, Andhy; Pujiyanto, Eko; Rosyidi, Cucuk Nur; Prasetyo, Hoedi

doi:10.1063/1.5098286

Cited by 9 publications

(11 citation statements)

References 8 publications

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“…Confirmatory factor analysis showed statistical significance of the loadings for 24 of the 26 items on the five factors (Table III). Two items ( I go for practice in regular jobs and They give me information about jobs ) which loaded on factor Training below the statistical significance level of 0.05 were still maintained as highly important, as they concerned the aspect of the practical orientation of training, brought up both by focus groups and literature review (Rinanto et al , 2019; Ibrahim et al , 2014). However, future analysis is needed to clarify their role.…”

Section: Resultsmentioning

confidence: 99%

“…In the subfield of vocational education, assessment of service quality, which is identified as a subsequent of students’ satisfaction (Cervai et al , 2013), though scarce, has offered some suggestions for improvement in the areas of staff training, physical facilities, training equipment, training placement and modern technology training (Rinanto et al , 2019; Mason et al , 2018; Ibrahim et al , 2014; Mahapatra and Khan, 2007). In the less extensive yet significant area of SVE service quality, research is rare, depriving policymakers from valuable findings which could contribute to the enhancement of SVE services, the facilitation of employability for students with disability and the provision of better opportunities for social inclusion.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

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Development of the “special-vocational-education-service-quality scale”

Georgiadou

Vlachou

Stavroussi

2020

QAE

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Purpose The purpose of this paper is to describe the development of a scale for the evaluation of the perceived quality of services provided to students with disabilities by Special Vocational Education (SVE) institutions in Greece. Design/methodology/approach SVE service quality was approached on the basis of the performance-only model. The participatory research paradigm was followed, engaging students with disability and specifically with intellectual disability in several stages of the instrument development. The methodological design included two phases for the establishment and testing of the reliability and validity of the scale. Findings The findings of the study support a multifactorial construct of SVE service quality consisting of five factors: responsiveness, surroundings, personalization, training and facilities adequacy. Research limitations/implications Generalization of results should be attempted with concern. The type and severity of disability should be considered in future use of the scale. The construct of training for students with disability needs to be further investigated. Practical implications SVE-Service-Quality Scale may be used in SVE settings highlighting areas of improvement or as an instrument for the assessment of implemented interventions. Social implications Participatory research may serve as an empowerment opportunity for students with disability, whose active engagement in the research design allows for a small-scale yet valuable social impact, promoting emancipation for people with disability. Originality/value The study draws attention on the field of SVE service quality where research is scarce, introducing SVE in the discussion about educational service quality assessment.

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Section: Resultsmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 99%

Development of the “special-vocational-education-service-quality scale”

Georgiadou

Vlachou

Stavroussi

2020

QAE

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“…In Indonesian, A case study was carried out in Politeknik ATMI Surakarta which involved 423 students as the respondents. The result of the case study indicates negative gaps in all of the SERVQUAL dimensions (Rinanto, A. et al, 2019).…”

Section:  Students' Expectation and Perception Onmentioning

confidence: 86%

“…The quality and characteristics of higher vocational colleges are different from that of the university. High vocational education brings a lot of benefits to a country where skilled workers are highly required (Rinanto, A. et al, 2019). Currently, higher vocational education is also becoming one focus of development.…”

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confidence: 99%

Students’ Expectation and Perception on Service Quality in a Public Higher Vocational College in China

Li¹,

Nair²

2022

iajel

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Currently there is a rapid increase of higher vocational college students in China. As such, whether the services provided by colleges meet the needs of students has become the great concern of the management. The main purpose of this study is to examine a difference between students’ expectation and perception on the overall service quality and its five dimensions in a higher vocational college in China. This study is based on Parasuraman’s SERVQUAL model. Descriptive research design and quantitative method was employed in this study. Quantitative data was collected using questionnaires. The sample of the study consisted of 400 second-year students (200 males and 200 females) from Guangdong Polytechnic of Science and Technology in Guangdong Province, China. Prior to the actual study, a pilot test was carried out to obtain the reliability and validity of the instrument. The quantitative data was analyzed using descriptive analysis and paired samples t-test (Statistical Package for the Social Sciences, SPSS Version 25.0). From the descriptive analysis, the highest difference between these five dimensions is Empathy, followed by Responsiveness, Assurance, Tangibility and the lowest was Reliability. Results from the paired samples t-test indicated that there were significant differences between students’ expectation and their perception on overall service quality and empathy dimension of service quality. Therefore, findings of this study suggest that the higher vocational colleges should improve their service quality, and empathy dimension of service quality is the criterion that needs addressing urgently by the management to satisfy their students.

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“…Hasil penelitian menunjukkan kesenjangan negatif di semua dimensi Servqual. Berdasarkan analisis Kano, atribut kebutuhan diklasifikasikan menjadi 5 atraktif, 2 atribut perlu diperhatikan dan 17 atribut direkomendasikan untuk ditingkatkan [9]. Penelitian lainnya pada Retailer Store dengan menggunakan metode Servqual dan Kano, dengan permasalahan kesenjangan antara persepsi dan harapan pelanggan atas layanan yang diterima, bahwa atribut kriteria yang harus diprioritaskan adalah atribut yang termasuk kategori menarik dan satu dimensi.…”

Section: Pendahuluanunclassified

Investigasi Kepuasan Pelanggan dan Kualitas Pelayanan Menggunakan Metode Servqual dan Kano

Nugraha

2022

jitekin

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The purpose of this study was to determine the level of customer satisfaction of a coffee business in Padang, West Sumatra. The method used is Servqual and the measurement of service quality is the Kano method. This study explores the quality of service that has an impact on customer satisfaction at a coffee business in Padang. The type of data in this study is primary data in the form of a questionnaire that has been distributed to respondents. The number of samples in the study amounted to 100 respondents. The results of the study show that0 with the Servqual method, it is found that the gap scores for 27 service attributes measured in this study produce a negative value, and 1 service attribute produces a positive value. There are 24 one-dimensional attribute categories, which means that consumer satisfaction is proportional to the performance of the attributes. The higher the attribute performance, the higher the customer satisfaction. And 3 attributes of the reverse category, which means the degree of customer satisfaction is higher if the service does not exist.

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Service quality measurement of higher vocational education based on SERVQUAL and KANO: A case study in Politeknik ATMI Surakarta

Cited by 9 publications

References 8 publications

Development of the “special-vocational-education-service-quality scale”

Development of the “special-vocational-education-service-quality scale”

Students’ Expectation and Perception on Service Quality in a Public Higher Vocational College in China

Investigasi Kepuasan Pelanggan dan Kualitas Pelayanan Menggunakan Metode Servqual dan Kano

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