Global competition is happening in Indonesia at this time is very tight. Education is one of the background to support the ability of a person. At this time almost every job is needed that college graduates with a range of graduate and clarifications desired study program. To support higher educational institutions today is the university. That is why a university should be able to create the required resources and superior quality. Lots of colleges spread across Indonesia and intercollegiate competition becomes more intense. Facilities and services, as well as outstanding teaching is a key priority of the students in choosing a college. Quality of service provided is a factor to ensure the satisfaction received by consumers.
To classify the quality attributes of servant that is used 5 dimensions servqual Reliability (reliability), Responsiveness (perception), Assurance (insurance), Emphaty (empathy), Tangibles (physical products). Service attributes are measured the level of important and level of satisfaction using the method of importance performance analysis (IPA) and also to analyze the quality of services received, and then by kano model to identify of service attributes based on the extent to which the attribute is the ability to meet customer satisfaction.
From the results of the integration between the method using the importance performance analysis (IPA) and a kano model is an attribute that must be classified and top priority is an attribute that should be corrected and improved. Attributes in the category and priority must be the program of study does not make mistakes related to the student (for example: name, nim, exam results, recaps grades, diplomas, etc.), program of study provides related services such as academic exams, exam results and the final (registration, seminars, until the trial) fast, accurate and satisfactory, accuracy and speed provided by lecturers and employees of the secretariat of the study program in response to complaints or requests from students on academic administrative processes such as test scores, changes in grades, class registration , krs printing, etc., availability of laboratories and classrooms are spacious, well furnished and clean, the availability of equipment and supplies to support education and with the times (eg, lab equipment, equipment in college, etc.), availability of computer and internet access is easy, the availability of books, journals that support the lecture material. |