The Perception on University's Quality Standards by the Internal Stakeholder and Students (Unika Atma Jaya Case)  

Oleh:

Wibowo, Rusminto ; Inderawati, Maria Magdalena Wahyuni ; Nugroho, A.Y. Agung

Jenis: Article from Proceeding
Dalam koleksi: Proceedings International Conference on Educational Research and Innovation 2013 (ICERI 2013): Strengthening The Ties Between Education and Research (Yogyakarta State University, May 16-17, 2013), page 79-90.
Topik: expectation; perception on performance; servqual; SNP; JABFUNG-MMWI-2015; JABFUNG-AYN-2016-B07
Fulltext: The Perception On University’s Quality Standards By the Internal Stakeholder and Students.pdf (4.91MB)

Isi artikel

Service quality is one of the major factors that determine the success of an organization including education institution. According to High Education Directorate, the quality of university is the confirmity between university’s management with both the National Education Standard (SNP) and the standards determined by the university itself based on its vision and stakeholders’ needs. A university is considered qualified when it is able to meet SNP (imperative aspect), determine and actualize its vision by implementing the mission (deductive aspect), as well as meet the stakeholders’ needs (inductive aspect). This study aims at seeing the stakeholders’(academic staff and students) perception on the courses’ quality by viewing the gap between the expectation and the real performance of the courses that is measured using Servqual dimension. Furthermore, this study intends to look at the correlation between the courses’ performance assessed in the SNP and the stakeholders’ perception on the performance of the courses. The research is conducted using gap analysis method through a survey of the levels of expectation and perception on the university’s performance by taking a case of two courses in Unika Atma Jaya. The results show that the perception of stakeholders on the courses’ quality, measured using Servqual dimension, is in general consistent with the result of program accreditation assessment by BAN-PT. Generally, it can be concluded that there is no real correlation between the gap of perception on the performance and the courses’ expectation (by stakeholders) that is assessed in SNP standards and measured using service quality dimension.

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