DESIGN MODEL OF SERVICE QUALITY IN HIGHER EDUCATION (Studies in Education Units Owned Ministry of Industry, Chemical Industry Education Technology - Medan)

• Main Author: EVENCUS HUTAJULU (NIM: 23410049); Pembimbing : Dr. Ir. T.M.A. Ari Samadhi, POLTAK
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/19140
• Institution: Institut Teknologi Bandung

Institution or institution of higher education can be seen as an institution engaged in services sector. In line with the ongoing trend in the services sector, attention the service quality of higher education institutions have also increased. Concomitant with increasingly intense levels of competition, the quality of education services provided by the institution or institutions of higher education to be a factor very important that require greater attention to be maintained and continuously improved continuously in order to meet the demands or expectations increasing student. Some research on educational services in higher education has been done using models such as service quality: SERVQUAL (service quality), Servperf (service performance), Eduqual (educational service quality) Intqual (internal quality), Uniserqual (university service quality). This study was conducted to <br /> <br /> <br /> <br /> <br /> designing a model of service quality in higher education by using model of student satisfaction inventory (SSI) based competencies that are tailored to <br /> <br /> <br /> <br /> <br /> curriculum and professional characteristics of higher education services in Education High-field Chemical Industry. Model Student Satisfaction Inventory (SSI) has been recognized by various educational institutions able to accommodate the special needs of students will be higher education services and has a degree of validity and reliability high, therefore this model has been used very widely in a variety of services higher education. Measurement of quality of service in the system is a guideline basis that in addition to the output (skills and knowledge) also needs assessment process <br /> <br /> <br /> <br /> <br /> (Learning experience) that can provide appropriate quality measures in <br /> <br /> <br /> <br /> <br /> complex system of higher education. Confirmation of the model is done by spreading the questionnaire to students and alumni. The sampling technique used is the judgment sampling method and the number of <br /> <br /> <br /> <br /> <br /> students and alumni involved as respondents respectively of 124 and 173 respondents. By using SEM (structural equation modeling) and rocks LISREL 8.70 software to test the hypothesis, it can be concluded that both Twelve variables were designed based on competency has significant influence on the quality of higher education services provided. At the end of this study also produced an instrument (questionnaire) which can be used to determine the level of respondents' satisfaction with the services of professional higher education.