An Analysis of University Service Quality Gap and Student Satisfaction in Indonesia

By Sandra Sunanto, Taufiqurrahman Taufiqurrahman and Ronald Pangemanan.

Published by The Organization Collection

Format Price
Article: Print $US10.00
Article: Electronic $US5.00

Universities strive to deliver high-quality service throughout its educational curriculum and its administrative process. In order to do so, universities must view students as their primary clients and seek to maximize their satisfaction with the level of university offered. This paper shows the result of research in one of the oldest private university in Indonesia, Parahyangan Catholic University. This research focuses on analyzing the gap of service quality of the student’s study plan registration process, which is involved staff and lecturer, and student satisfaction of this process. Using survey methods, authors collected data by observation, interview, and five scales questionnaire, which is delivered to 100 students in the Faculty of Economics, 100 students in the Faculty of Social Sciences and Politics, 90 students in the Faculty of Engineering, 95 students in the Faculty of Industrial Engineering, and 95 students in the Faculty of Law. Each student was asked to give response of his/her expectations and perceived performance in registration process by answering 20 questions for tangibility, reliability, responsiveness, assurance, and empathy variables. Authors use SPSS 11.5 and Alpha Cronbach technique to test validity and reliability before analyzing the data from the questionnaire. There are three hypotheses in this research; first hypothesis is there is a difference between expectations and perceived performance of service quality among students, second hypothesis is there is a difference of service quality performance in all faculties, and final hypothesis is there is a difference between high gap group and low group. To test the hypotheses, authors use t-test and one-way test Anova. The results show that there is a gap between expectations and perceived performance, which indicates dissatisfaction among students of all faculties. The comparison between high gap group and low gap group of each faculty shows that high gap groups exceed low gap groups in each faculty. This finding indicates that students feel dissatisfaction, and this is supported by the first gap analysis between expectations and performance. Another important finding is that in each faculty, reliability and responsiveness variables have the highest gap. Authors suggest each faculty to focus on increasing the reliability and responsiveness of service delivery to the students especially in study plan registration process. Process standardization and using information technology in the study plan registration process can support each faculty to give good quality of service delivery to students.

Keywords: Service Quality, Expectation and Perceived Performance, Gap of Service Quality, Satisfaction

The International Journal of Knowledge, Culture and Change Management, Volume 7, Issue 7, pp.1-10. Article: Print (Spiral Bound). Article: Electronic (PDF File; 679.298KB).

Sandra Sunanto

Doctoral student, Maastricht School of Management, Maastricht School of Management, Maastricht, Netherlands

I am a full time marketing lecturer in Faculty of Economics, Parahyangan Catholic University , Indonesia. Services marketing, consumer behavior, and retailing are my interests for more than nine years teaching and research experience. I got my master degree from Institut Teknologi Bandung (ITB) in 1999, and from June 2006 until now I am studying in Doctoral programme Maastricht School of Management, Netherlands supported by full scholarship from the Netherlands Organization for International cooperation in Higher Education (NUFFIC). My doctoral research will focus on the effect of hypermarket entry on the economic development in Indonesia.

Taufiqurrahman Taufiqurrahman

Doctoral student, Doctoral Programme, Maastricht School of Management, Maastricht, Netherlands

Lecturer at Management Department, Faculty of Economics, University of Riau, Indonesia. I got my master degree in International Business from University of Salford, United Kingdom. My interests focus on strategic management, international business and corporate governance. Currently, I am Doctoral Scholar at Maastricht School of Management, Netherlands.

Ronald Pangemanan

Bachelor student, Faculty of Economics, Parahyangan Catholic University, Bandung, Indonesia


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