THE EFFECT OF FUNCTIONAL QUALITY, TECHNICAL QUALITY AND IMAGE ON SERVICE QUALITY IN HIGHER EDUCATION BASED ON STUDENT'S PERCEPTION (Case Study : Industrial Engineering Study Program ITB)

• Main Author: PRASEPTA S.S. (NIM : 23406001); Pembimbing: Prof. Dr. Ir. Ubuh Buchara Hidajat, FELIKS
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/12949
• Institution: Institut Teknologi Bandung

There are several customer in higher education, i.e. employer, students, and student's parents. Students are prime or main customer compare to other customers. Conducting assessment on quality in higher education, students' perception toward higher education's service quality that they felt must be placed on main focus. Good practices of higher education must consider how students felt about education process during they study.<p>This research implement gronroos' service quality model in higher education service sector based on student's perception. Gronroos model state that overall service quality perception influences by functional quality, technical quality and image. This research conduct in Industrial Engineering Study Program in ITB using close questionnaire and respondent from S1, S2 and S3 student's degree. For exact 189 sets of questionnaire as data had been collected and fully covered by students at S1, S2 and S3 degree. The data processing were done by SEM methods using Lisrel version 8.30 software.<p>The output of data processing show that total influence of image to ovarall service quality is 49%, total influence of functional quality to overall service quality is 24.5%, total influence of technical quality to overall service quality is 14.7%, total influence of functional quality to image is 50% and total influence of technical quality to image is 30%. The output shows that effects of functional and technical quality toward overall service quality is not a direct effects, but influenced indirect effects through image variable.