Evaluation Of Service Quality For Undergraduate Programs At Andalas University

Authors

  • Nilda Tri Putri Faculty of Engineering. Department of Industrial Engineering. Andalas University
  • Alexie Herryandhi Broto Adi
  • Ryan Kamal Fikri

DOI:

https://doi.org/10.26593/jrsi.v6i2.1915.129-142

Abstract

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.

References

Cruickshank, Mary. (2010). Total Quality Management in the Higher Education Sector: A Literature Review from An International and Australian Perspective. TQM and Business Excellence. Volume 14, No. 10, Hal 1159-1167

Hebert, F.J., Dellana, S.A. & Bass, K. (1995) Total quality management in the business school: the faculty

viewpoint, Advanced Management Journal, 60, pp. 20–31.

Hellsten H. & Klefsjo, B. (2000). “TQM as Management in Higher Education”. Asian Journal of Business Management. No.2, pp 9-16.

Kitcharoen, Krisana. (2004). The Importance Performance Analysis of Service Quality In Administrative Departments Of Private Universities In Thailand. ABAC Journal. Volume 24, Number 3. Hal 20-46

Martilla, J. and James J. (1977), ‘Importance- Performance Analysis’, Journal of Marketing, 14 (January): pp. 77-79

Sudha, T. (2013). Total Quality Management In Higher Education Institutions. International Journal of Social Science & Interdisiplinery Research Volume 2, No. 6, ISSN 2277 3630

Syukri, Siti Husna Ainu. (2014). Penerapan Customer Satisfaction Index (CSI) dan Analisis Gap Pada Kualitas Pelayanan Trans Jogja. Jurnal Ilmiah Teknik Industri. Volume 13, Nomor 2. ISSN 1412-6869

Todorut, Amalia Venera. (2013). The Need of Total Quality Management in Higher Education. Procedia – Social and Behavioral Sciences 83 (2013). No. 1105 – 1110.

Vazzana, G., Bachman, D. & Elfrink, J. (1997) Does higher education practice what it teaches?: A study of total quality management processes in academia answers this question, Quality Progress, 30, pp. 67–74.

Downloads

Published

2017-10-31