DEVELOPMENT OF SERVQUAL MODEL FOR HIGH SCHOOL AND ITS APPLICATION WITH INTEGRATION OF SERVQUAL, KANO MODEL, AND QFD Case study in “Z” High School Bandung

• Main Author: HARTONO (NIM : 23406002); Pembimbing : Ir. A. Imam Istiyanto, MBA., NATALIA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/16661
• Institution: Institut Teknologi Bandung

In this globalization era, educational field need a good strategy to be able to compete. SERVQUAL model has been applied in educational sector, but there has not <br /> <br /> <br /> <br /> <br /> <br /> been a SERVQUAL model for high school. Therefore, this study is doing the development of SERVQUAL model especially for high school and named HISQUAL. HISQUAL consists of seven dimensions, which are: tangible, reliability, responsiveness, assurance, empathy, learning outcomes, and personality development. This HISQUAL model test is using confirmatory factor analysis (CFA), which is part of structural equation modeling (SEM). The result shows perfect fit, which means this model has no generalizability and this model only for SMA “Z” Bandung. Software program used are SPSS 11.5 and LISREL 8.30. <br /> <br /> <br /> <br /> <br /> <br /> The application of model in this case study at “Z” high school Bandung is using an integration of modified SERVQUAL for high school (HISQUAL), Kano model, and <br /> <br /> <br /> <br /> <br /> <br /> QFD as an attempt to give a better improvement suggestion. There has been established 50 elements of customer’s needs in this research, and after being integrated, become only 44 elements of customer’s needs. On the first HOQ there are 27 technical responses, however on the second HOQ there are 28 process <br /> <br /> <br /> <br /> <br /> <br /> characteristics. The improvement suggested based on the result of the second HOQ is to use 3W +1 H with four main priorities, which are contemplation of teachers’ welfare, granting reward, motivation training, and communication training for teachers.