Evaluation Of Service Quality For Undergraduate Programs At Andalas University

Total Quality Management is a philosophy and key to bring success in the industry for this era. Total Quality Management plays an important role in the management system and culture to create or produce a good products and service. Andalas University is one object of the application of Total Quality Management in the education sector. Research carried out aims to describe the service quality for undergraduate programs at the Andalas University. Based on the measurement of the service quality, obtained the information related to the level of student satisfaction each Departments and priority improvements to service variable. The study used a questionnaire with two instrument ratings. The instruments rating are an assessment of the level of service and service priority. The calculation for service quality used CSI (Customer Satisfaction Index) method. The recommendations for improve service quality used IPA (Importance Performance Analysis) Method. Based on research conducted, service quality Undergraduate Program at Andalas University can be categorized as low. It was based on the value of CSI located on the 4th lowest category, which is one of courses in Very Poor category, 9 courses in Poor category, 3 courses in the Cause for Concern category, and 1 course on Borderline category. While the dimensions of which are in the service of a general improvement priorities is the Tangible and Reliability dimension.


Introduction
University is the best medium in apply the concept of Total Quality Management.This is evidenced by the function of universities that have similarities to the manufacturing industry.Total Quality Management plays an important role in the management system and culture to create or produce a good products and service.The products that produce by university is students and knowledge, and service quality was produced by academic staff and employees.The needed of Total Quality Management in higher education also occurred in Indonesia.Not all University has applied the concept of Total Quality Management properly.The success of universities in Indonesia in the application of Total Quality Management can be assessed from the accreditation which is owned by the University.The relationship between the success of the application of Total Quality Management to this accreditation can be seen from the similarities between the assessment standards established by the National Accreditation Board of Higher Education in Indonesia with the output of Total Quality Management is a product (university graduates and knowledge) and service quality.
Andalas University is one of the oldest universities in Indonesia.In general, Andalas University, has applied the concept of Total Quality Management properly.This is indicated by the University of Andalas valuable accreditation A. However, it can not be assumed that the application of Total Quality Management has been applied for each program of study at the University of Andalas.One of the problems that happened was that there was still an accredited study program C. This proves that some courses have to do a self-evaluation in order to improve the internal quality of the courses themselves with the guidelines provided by National Accreditation Board of Higher Education in Indonesia.One of the self-evaluation needs to be done is an internal evaluation program of study in terms of service quality.Service Quality becomes the main focus in the internal evaluation of study programs as closely associated with the process and outcomes of courses.Therefore, it is necessary to conduct further research related to service quality for each program of study at the Andalas University.

Literature Review
In the study conducted by Todorut (2013), Total Quality Management means the whole set of elements that exist within an organization ranging from the process, training, systems, and method and entirely belonging to the quality of a product or service.The main objective of Total Quality Management is to create comfortable conditions for all existing resources capable of being used in a creative and efficient in its management.Additionally Hellsten, H and Klefsjo, B. (2000) in Todorut (2013) [Hebert et al. 1995;Vazzana et al. 1997].

Methodology 3.1. Dimensions of Service Quality Measurement
The instrument used to measure the service quality for undergraduate program at Andalas University is a questionnaire.Questionnaires are designed using variables of service quality that is formed from multiple dimensions.Questionnaire survey used in this research can be seen at Appendix A. Dimensions of service quality were based on research Owlia and Aspinwall in Sudha (2013) shown in Table 1.1: Figure 1:.Importance Performance Analysis (IPA) Matrix (Martilla & James, 1977in Kitcharoen, 2004)

Results and Discussion
The Calculation of CSI (Customer Satisfaction Index) is used to determine the level of customer satisfaction with the services provided.The value of the CSI (Customer Satisfaction Index) is shown as a percentage.Table 3 shows a recapitulation of the value of CSI (Customer Satisfaction Index) for the entire Department: This category indicates that the level of student satisfaction on the performance of service Department is low.The main issues contained in this category are the presence of some of the Department with accreditation by 4 courses.This shows that the accreditation owned courses are not relevant to the current level of student satisfaction.The low value of the CSI is the case because of the large gaps between performance studies program in providing services with the expectation of service desired by the students.
The lowest category is very poor.Courses that fit into this category is a Dentist Education.This category indicates that the level of student satisfaction dental education as very low.Students assess that performance in the Department provides academic services is very far from the expectations of students to these services.
Department should conduct an evaluation of the service quality as soon as possible.The level of student satisfaction is also relevant to the accreditation of educational courses dentists still worth C.Moreover, this gap occurs because this program is still relatively new.

Important
Performance Analysis for each service dimension for Undergraduate Program at Andalas University can be seen generally at Figure 2. Based on Figure 2, there was information that the main issues for each program of S-1 at Andalas University are a dimension Tangible and Reliability.This shows still need to be evaluated related facilities and infrastructure of academic and non-academic.In addition to the means-and the academic infrastructure, the evaluation also needs to be made to services that are of Student Affairs.While the dimensions of Competence, performance of academic services is considered very good and should be maintained.This is evidenced by the dimensions of Competence which are in quadrant II, whereas the low priority occurs on the dimensions of Attitude.This shows that the students assess these dimensions needs to be improved, but not a top priority.High expectations occur on the dimensions of Content and Delivery.This indicates that the service performance is very high but not so important by students.
At Tangible dimension, improvement needs to be done completeness of laboratory equipment, completeness and recency collection of the library department, the ease of access to ejournal of research, and the cleanliness of the toilet majors.

Figure 2 :
Figure 2: Important Performance Analysis for Undergraduate Program at Andalas University

Table 1 :
(Sudha, 2013)sions in Higher Education(Sudha, 2013) No. 50, there's a need for the University to improve student achievement in both the academic and non-academic.Surely this is the basis of the University in developing any activities, facilities and infrastructure, as well as information relating to Student Affairs.