The Effect of Functional Quality, Technical Quality and Image on Service Quality in Higher Education Based on Student's Perception (case Study: Industrial Engineering Study Pregram ITB)  

Oleh:

Surbakti, Feliks Prasepta Sejahtera

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Metris: Jurnal Mesin, Elektro, Industri dan Sains vol. 10 no. 2 (Sep. 2009), page 77-86.
Topik: Gronroos's Service Quality Model; Functional Quality; Technical Quality; Higer Educational Service Quality; SEM
Fulltext: 2. Feliks P _ros.pdf (134.94KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: MM42.4 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

There are several customer in higher education, i.e. employer, students, and student's parents. Among any other customer, students are primer 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 consider hoe 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 influence by functional quality, technical quality and image. Yhis 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 coveredby 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 technical quality to overall 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 servoce quality is not a direct effects, but influenced by indirect effects through image variable.

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