In an era of intense competition today, winning business strategy in a competitive market is the provision of quality services to consumers. In this globalization era, there is no doubt that the quality of higher education has an important role. Demands on higher education today is not only limited ability to produce graduates as measured by
academic, but the overall program and higher education institutions must be able to prove high quality.Evidence of achievement, assessment, quality certification, the success of alumni in obtaining suitable employment with the field of science, and the results of evaluation are also needed to gain recognition from the community.
In this study, the method is Grosroos Service Quality model. Gronroos model of service quality in itself is influenced by the dimensions of the Functional Quality, Technical Quality and Image. The other relationship is the influence of quality
dimensions of Functional and Technical Quality of image dimensions. The purpose of this study is to model the quality of higher education services; determine the effect of variable functional quality, technical quality and image of the quality of higher education services; determine the effect of the variable quality of the functional and technical
quality of the image, grant proposals to fix the gap in the measurement of service quality higher education.
The results of this research is the analysis of university service quality mode using Gronroos. Results of analysis on the effect of functional quality, technical quality and image of the quality of higher education services is negatively affected (H0 is rejected). Quality Functional and Technical Quality also negatively affect the image.This
is caused by several things. More details will be explained in the overall |