SERVICE QUALITY DESIGN FOR ONLINE BOOTCAMP SERVICES: A CASE AT AN EDUCATION TECHNOLOGY START-UP

• Main Author: Anugrah Pratama, Putra
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/61281
• Institution: Institut Teknologi Bandung

Indonesia is in the midst of a digital transformation era and projected to experience a shortage in digital talent. A number of education start-up companies have emerged to bridge that talent gap by providing a bootcamp training program which provides an online-class vocational training to their customers and final project assignments under the supervision of a mentor. Besides that, the service also offers the opportunity to connect with the companies’ hiring partners. PT Rakamin Kolektif Madani is exploring for ways to provide a better service through its bootcamp program. To do so, the company needs to further understand the relevant quality components to better match their customers’ expectations. This research analyses and creates recommendations by assessing the company’s state of service quality and formulating a strategy for service quality improvements. Porter-Five-Forces, PEST, VRIO and Ansoff frameworks are used for the external and internal analysis. In addition, the service quality assessment is conducted using SERVQUAL model and IPA based strength-weakness framework. The results are used as the basis for creating the service improvement strategies. This research found the main areas of improvement for the online-class teaching service shall be focused upon the design of curriculum and their relevance to the students’ needs, tutor’s way of responding and dependability in helping the students understand the class materials. Whereas the improvements for the mentoring service includes the individual attention that tutors give and their understanding of the students’ needs. A method for developing the curriculum using the modified version of the evoked-set-based-attribute-selection (EVAS) method which minimizes the mistakes around the inability to filter attributes that do not contribute to the hiring partners’ preference is proposed. Moreover, a new set of quality management standards, based on the seven quality management principles, is developed to improve the quality of the online-live-teaching and mentoring experience.