Service quality measurement of Master in Management programs of private schools in Jakarta

• Main Author: Martono, Besar Agung
• Format: text
• Language: English
• Published: Animo Repository 2004
• Subjects: Education > Curricula; Management; Education; Higher; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_doctoral/20
• Institution: De La Salle University

The major objective of this study is to establish service measurements that will assist in the formulation of operations strategies for Master in Management programs of private schools, in Jakarta. This was achieved by identifying factors which determine customers' perceptions of service quality, the service quality performance of schools using identified performance measurements, and the formulation of an operations strategy that will increase the overall service quality performance of Master in Management programs of private schools in Jakarta. The research has adapted a modified Malcolm Baldrige Criteria for Performance Excellence (CPE) combined with the Service Quality Model (SERVQUAL) and came up with 48 variables with a score of 1,500 as the standard measurement for service quality. The procedure undertaken by stratifying schools into two groups: excellent-accredited and learning-accredited schools. Convenience sampling was administered for 705 respondents consisting of five categories: students, alumni, faculty, staff and employers. The study identified nine factors as relevant in assessing the performance of the Master in Management programs namely: 1) Information Analysis, Process and Faculty and Staff Focus, 2) Empathy and Responsiveness, 3) Stakeholder Focus and Leadership, 4) School Performance Results, 5) Strategic Planning, 6) Assurance and Tangibles, 7) Reliability, 8) Faculty Competence, and 9) Organization Leadership. The assessment process of gap analysis revealed the service quality similarities and differences between excellent-accredited and learning-accredited schools on performance and importance among eighteen attributes in accordance with the perception of respondents. Operations strategy for each school category was developed which will serve as a guide to management of the schools for their respective purposes. A model called A gung Model was developed to connect the findings of the research to the theoretical concept. The research was concluded with an action plan directed for each school category, and suggested some areas for further studies. Individual schools may use the assessment approach and instrument as a starting point in identifying their quaity strengths to sustain and the weaknesses to overcome, in formulating strategies that will provide service quality in accordance with the school's vision and mission.