There are several customer in higher education, i.e. employer, students, and student's
parents. Among any other customer, students are prime or main customer in higher
education service sector. Conducting assessment on quality in higher education, students's
perception toward higher education's service quality must be placed on main focus in order
to keep and serve them. Good practices of higher education must consider how students
felt about education process during their study so that they satisfied.
This research implement gronroos's service quality model in higher education service
sector based on student's perception. Gronroos model state that overall service quality
perception influences by functional quality, technical quality and image. This research
conduct in Industrial Engineering Study Program in ITB using close questionnaire and
respondent from S1, S2 and S3 student's degree. For exact 189 sets of questionnaire as
data had been collected and fully covered by students at S1, S2 and S3 degree. The data
processing were done by SEM methods using Lisrel version 8.30 software.
The output of data processing show that total influence of image to overall service quality is
49%, total influence of functional quality to overvall service quality is 24.5%, total influence
of technical quality to overall service quality is 14.7%, total influence of functional quality to
image is 50% and total influence of technical quality to image is 30%. The output shows
that effects of functional and technical quality toward overall service quality is not a direct
effects, but influenced by indirect effects through image variable |