College is a education facilities that organizing higher education. A college is divided into public and private universities. Today, many colleges sprung up where the universities are competing for students. But now there is no instrument measuring service quality of higher education in a certain college. Therefore, the model design is performed to measure the quality of higher education services. SERVQUAL model is used to support this research.
SERVQUAL model is used to identify the dimensions associated with high-quality education services and will be used for gap analysis to analyze the gap between what is perceived with what is expected by students to service quality of higher education. Based on the SERVQUAL model, the dimensions are divided into 10 dimensions of tangibles, reliability, responsiveness, communication, credibility, security, competence, understanding-knowing the students, access, courtesy.
Based on the results of the study, 10 dimensions of service quality negatively correlated to service quality of higher education. While based on gap analysis, there are 10 dimensions that have gap. Dimension that have the largest gap is the understanding-knowing the students. From the analysis results, there are some things that should be corrected to improve the quality of service quality of higher education, especially for understanding-knowing the students for having the largest gap. The increase is by increasing understanding of teachers and administrative staff to the specific needs of students. |