Applying SERVQUAL to Improve the Quality of Service Delivery in Vocational Education in Indonesia
Penggunaan SERVQUAL Untuk Penambahbaikan Kualiti Perkhidmatan Di Pendidikan Vokasional Di Indonesia
Keywords:
SERVQUAL, Expectation, Perception, Vocational EducationAbstract
Vocational education at higher education in Indonesia is playing an important role in preparing students to be qualified/skilled workers to enter the job world. In order to meet the purpose, vocational education providers need to assess its current service quality. The case study employ SERVQUAL as the tool of analysis. In this study, gap between students’ expectations and perceptions on service delivery are identified through questionnaires based on five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Besides, the questionnaires are also distributed to the program management to compare the result of gap of expectations and perceptions on service delivery between the students and the program management. The study’s finding found two dimensions of SERVQUAL with the highest gap, namely tangibles and reliability. Both dimensions cover two importants areas of services in vocational education the diploma programme management and should put into priority, which are teaching laboratories and practical learning, respectively.
Pendidikan Tinggi Vokasi di Indonesia berperan penting dalam menyiapkan mahasiswa menjadi pekerja yang kompeten/terampil saat memasuki dunia kerja. Untuk itu, penyelenggara Pendidikan Tinggi Vokasi perlu mengevaluasi kualitas layanannya. Studi ini menerapkan SERVQUAL sebagai alat analisis untuk mengidentifikasi gap antara harapan dan persepsi mahasiswa atas penyelenggaraan layanan pendidikan tinggi vokasi melalui penyebaran kuesioner yang meliputi lima dimensi, yaitu wujud (tangibles), keandalan (reliability), respon (responsiveness), jaminan (assurance), dan empati (empathy). Kuesioner juga disebarkan kepada pengelola program untuk membandingkan gap harapan dan persepsi atas penyelenggaraan layanan antara mahasiswa dan pengelola program. Hasil studi menunjukkan dua dimensi SERVQUAL dengan gap terbesar yang harus mendapat prioritas, yaitu laboratorium dan pembelajaran secara praktik.
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