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ArtikelThe effect of functional quality, technical quality and image on service quality in higher education based on student’s perception  
Oleh: Yang, Ching-Chow ; Mu, Pen-Po ; Sukwadi, Ronald ; S.S., Feliks Prasepta
Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-16.
Topik: Gronroos’s service quality model; functional quality; technical quality; higher education service quality; SEM
Fulltext: Taiwan__Ching_Chow_Yang__Effect_of_Functional_quality.pdf (134.5KB)
Isi artikelThere are several customers in higher education, such as employer, students, student’s parents, and the society. Among kinds of the customers, students are important customer in higher education sector. On the assessment of quality in higher education, students’ perception toward service quality must be placed on critical focus. This research implements Gronroos’ service quality model which stated that overall service quality perception influences by functional quality, technical quality and image in higher education sector based on student’s perception. This research conducted the questionnaire survey in Industrial Engineering Department of a Technological Institute in Bandung, Indonesia. The data analysis were done by SEM methods by using LISREL version 8.30 software. The analytic results showed that total influence of image to overall service quality is 49%, total influence of functional 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 results also showed that effects of functional and technical quality toward overall service quality is not a direct effect, but influenced by indirect effect through image variable
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