Analisis Kualitas Pelayanan di Perguruan Tinggi Negeri dalam Perspektif Higher Educati0n Performance (HEdPerf) Menggunakan Important Performance Analysis (IPA)

Abstrak

The purpose of this study was to measure the performance of service quality
by using students' perceptions of service quality performance at the
Department of Industrial Chemical Engineering, Faculty of Vocational
Studies ITS Surabaya Indonesia through the Higher Education Performance
(HEdPerf) measurement scale using six structural dimensions consisting of
Non-Academic Aspects, Academic Aspects, Reputation, Access, Program
Issues, and Understanding. Quantitative descriptive method, questionnaire
survey with Probability Sampling technique, and Proportioned Stratified
Random Sampling collecti0n technique were used as methods in this
study. The results of the analysis using Importance-Performance Analysis
show the similarity of the measurement results between each service item
measurement and the measurement of the factor/dimensional structure
instrument. The reputation factor is a top priority for improving service
quality. Academic and Access factors have service quality that must be
maintained. Understanding Program Factors and Problems is the second
priority for improving service quality. Then non-academic factors indicate
that the quality of service exceeds student expectations.