INDEKS SERVICE QUALITY PERGURUAN TINGGI BANTEN SERVICE QUALITY INDEX OF BANTEN HIGHER EDUCATION
DOI:
https://doi.org/10.30997/jvs.v6i2.3505Keywords:
Indeks, Service Quality, Keunggulan Bersaing, Perguruan Tinggi, BantenAbstract
Banten adalah provinsi paling barat Indonesia yang kaya akan potensi sumber daya alam akan tetapi belum memiliki kualitas sumber daya manusia yang cukup untuk mengelola potensi tersebut. Rendahnya kualitas SDM Banten menyebabkan provinsi ini menjadi provinsi dengan tingkat pengangguran tertinggi kedua di Indonesia. Tujuan utama penelitian ini adalah: 1) Menghasilkan Model Pengukuran Service Quality yang khusus untuk Perguruan Tinggi; 2) Mengukur, menggambarkan, serta membandingkan tingkat kualitas perguruan tinggi di Provinsi Banten; 3) Mengidentifikasi kelemahan dan kekuatan service quality masing-masing perguruan tinggi.[D1] Urgensi penelitian ini adalah: 1) membantu penyelenggara pendidikan tinggi di Banten memperkuat keunggulan bersaing mereka melalui peningkatan Service Quality; 2) Membantu Perguruan Tinggi melihat posisi persaingan berdasarkan Indeks Service Quality; 3) Membantu perguruan tinggi di Banten, baik PTN dan PTS mengevaluasi kualitas pendidikan mereka untuk perbaikan dan perencanaan strategi pemasaran guna menciptakan keunggulan bersaing. Desain penelitian survei digunakan untuk mendapatkan data yang akan dianalisis menggunakan statistik deskriptif, Correlation, Cronbach’s alpha dan Chi-Square tests. Kuesioner disebar kepada 800 mahasiswa dari delapan perguruan tinggi di lima Kota/Kabupaten di Banten yaitu Serang, Cilegon, Pandeglang, Lebak dan Tangerang. Hasil analisis berupa indeks Sevice Quality delapan Perguruan Tinggi di Banten, baik PTN maupun PTS disajikan dalam artikel ilmiah ini.
References
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Ali, Ali Yassin Sheikh dan Mohamed. 2014. Service Quality Provided by Higher Education Institutions in Somalia and Its Impact on Student Satisfaction. European Journal of Business and Management. 6(11): 143-148.
Aljumaa, Asaad. 2014. Investigating the Mediating Effect of Customer Satisfaction in the Service Quality-Word of Mouth Relationship. International Journal of Business and Management Invention. 3(3): 40-44.
Angappapillai, A. B. dan C. K. Annapoorani. 2012). Quality In Higher Education: An Empirical Investigation. Afro Asian Journal of Social Sciences. 3(3.4): 1-11.
Annamdevula, Subrahmanyam dan Raja Shekhar Bellamkonda. 2012. Development of HiEdQUAL for Measuring Service Quality in Indian Higher Education Sector. International Journal of Innovation, Management and Technology. 3(4): 412-416.
Annamdevula, Subrahmanyam dan Raja Shekhar Bellamkonda. 2016. The Effects Of Service Quality On Student Loyalty: The Mediating Role Of Student Satisfaction. Journal Of Modelling In Management. 11(2): 446-462.
Ardianto, H. B., Nazaruddin Malik dan Eko Handayanto. 2012. Kualitas Pelayanan Dan Kepuasan Mahasiswa Sebagai Anteseden Valensi Word Of Mouth Pada Mahasiswa Universitas Muhammadiyah Malang. Jurnal Manajemen Bisnis. 2(2): 195-205.
Arokiasamy, Anantha Raj A. dan Abdul Ghani. 2012. Service Quality And Students’ Satisfaction At Higher Learning Institutions: A Case Study Of Malaysian University Competitiveness. International Journal of Management and Strategy. 3(5): 1-16.
Asaduzzaman, Moyazzem Hossain, Mahabubur Rahman. 2013. Service Quality And Student Satisfaction: A Case Study On Private Universities In Bangladesh. International Journal of Economics, Finance and Management Sciences. 1(3): 128-135.
BPS Provinsi Banten. 2018. Angka Partisipasi Sekolah. Diakses dari https://banten.bps.go.id/dynamictable/2015/04/30/26/angka-partisipasi-sekolah-aps-menurut-kabupaten-kota-dan-kelompok-umur-di-provinsi-di-banten-2011-2014.html pada tanggal 5 Juli 2018.
Brady, Michael K. dan J. Joseph Cronin Jr. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing. 65: 34-49.
Cronin, J. Joseph Jr. dan Steven A. Taylor. 1992. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing. 56: 55-68.
Dado, Jaroslav, Janka Taborecka Petrovicova, Sreten Cuzovic dan Tamara Rajic. 2012. An Empirical Examination Of The Relationships Between Service Quality, Satisfaction And Behavioral Intentions In Higher Education Setting. Serbian Journal of Management. 7(2): 203 – 218.
Dib, Hayan dan Mokhles Alnazer. 2013. The Impact of Service Quality on Student Satisfaction and Behavioral Consequences in Higher Education Services International. Journal of Economy, Management and Social Sciences. 2(6): 285-290.
Farahmandian, Sepideh, Hadi Minavand dan Mona Afshardost. 2013. Perceived service quality and student satisfaction in higher education. IOSR Journal of Business and Management. 12(4): 65-74.
Hanaysha, Jalal R. M., Haim Hilman Abdullah dan Ari Warokka. 2011. Service Quality and Students ‘Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness. Journal of Southeast Asian Research. 2011. 1-10.
Kotler, P. dan K. L. Keller. 2009. Marketing Management. 13th Edition. Pearson Education, Inc. Upper Saddle River, New Jersey.
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Mansor, Aida Azlina, Rahayu Hasanordin, Muhammad Hafiz Abd Rashid, dan Wan Edura Wan Rashid. 2012. Hierarchical Service Quality Model towards Student Satisfaction. International Journal of Innovation, Management and Technology. 3(6): 803-807.
Palli, Janardhana Gundla dan Rajasekhar Mamilla. 2012. Students’ Opinions of Service Quality in the Field of Higher Education. Scientiffic Research. 3(4): 430-438.
Parasuraman, A., Valarie A. Zeithaml, dan Leonard L. Berry. 1988. Servqual: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality. Journal of Retailing. 64(1): 12-40.
PDDIKTI. 2018. Grafik Jumlah Perguruan Tinggi. Diakses dari https://forlap.ristekdikti.go.id/ perguruantinggi/homegraphpt pada tanggal 16 Agustus 2018.
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Saif, Naser Ibrahim. 2014. The Effect of Service Quality on Student Satisfaction: A Field Study for Health Services Administration Students. International Journal of Humanities and Social Science. 4(8): 172-181.
Seng, Ernest Lim Kok dan Tan Pei Ling. 2013. A Statistical Analysis of Education Service Quality Dimensions on Business School Students’ Satisfaction. International Education Studies. 6(8): 136-146.
Subrahmanyam, Annamdevula. 2017. Relationship Between Service Quality, Satisfaction, Motivation And Loyalty: A Multi-Dimensional Perspective. Quality Assurance In Education, 25(2): 171-188.
Sultan, Parves dan Ho Yin Wong. 2014. An Integrated-Process Model Of Service Quality, Institutional Brand and Behavioural Intentions: The Case Of A University. Managing Service Quality. 24(5): 487-521.
Teo, Raymond dan Geoffrey N. Soutar. 2012. Word Of Mouth Antecedents In An Educational Context: A Singaporean Study. International Journal Of Educational Management. 26(7): 678-695.
Tuan, Nguyen Minh. 2012. Effects of Service Quality and Price Fairness on Student Satisfaction. International Journal of Business and Social Science. 3(19): 132-150.
Zeithaml,V, M. J. Bitner dan D. Gremler. 2009. Service Marketing: Integrating Customer Focus Across the Firm. 5th Edition. McGraw-Hill Companies, inc. Newyork.
Ali, Ali Yassin Sheikh dan Mohamed. 2014. Service Quality Provided by Higher Education Institutions in Somalia and Its Impact on Student Satisfaction. European Journal of Business and Management. 6(11): 143-148.
Aljumaa, Asaad. 2014. Investigating the Mediating Effect of Customer Satisfaction in the Service Quality-Word of Mouth Relationship. International Journal of Business and Management Invention. 3(3): 40-44.
Angappapillai, A. B. dan C. K. Annapoorani. 2012). Quality In Higher Education: An Empirical Investigation. Afro Asian Journal of Social Sciences. 3(3.4): 1-11.
Annamdevula, Subrahmanyam dan Raja Shekhar Bellamkonda. 2012. Development of HiEdQUAL for Measuring Service Quality in Indian Higher Education Sector. International Journal of Innovation, Management and Technology. 3(4): 412-416.
Annamdevula, Subrahmanyam dan Raja Shekhar Bellamkonda. 2016. The Effects Of Service Quality On Student Loyalty: The Mediating Role Of Student Satisfaction. Journal Of Modelling In Management. 11(2): 446-462.
Ardianto, H. B., Nazaruddin Malik dan Eko Handayanto. 2012. Kualitas Pelayanan Dan Kepuasan Mahasiswa Sebagai Anteseden Valensi Word Of Mouth Pada Mahasiswa Universitas Muhammadiyah Malang. Jurnal Manajemen Bisnis. 2(2): 195-205.
Arokiasamy, Anantha Raj A. dan Abdul Ghani. 2012. Service Quality And Students’ Satisfaction At Higher Learning Institutions: A Case Study Of Malaysian University Competitiveness. International Journal of Management and Strategy. 3(5): 1-16.
Asaduzzaman, Moyazzem Hossain, Mahabubur Rahman. 2013. Service Quality And Student Satisfaction: A Case Study On Private Universities In Bangladesh. International Journal of Economics, Finance and Management Sciences. 1(3): 128-135.
BPS Provinsi Banten. 2018. Angka Partisipasi Sekolah. Diakses dari https://banten.bps.go.id/dynamictable/2015/04/30/26/angka-partisipasi-sekolah-aps-menurut-kabupaten-kota-dan-kelompok-umur-di-provinsi-di-banten-2011-2014.html pada tanggal 5 Juli 2018.
Brady, Michael K. dan J. Joseph Cronin Jr. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing. 65: 34-49.
Cronin, J. Joseph Jr. dan Steven A. Taylor. 1992. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing. 56: 55-68.
Dado, Jaroslav, Janka Taborecka Petrovicova, Sreten Cuzovic dan Tamara Rajic. 2012. An Empirical Examination Of The Relationships Between Service Quality, Satisfaction And Behavioral Intentions In Higher Education Setting. Serbian Journal of Management. 7(2): 203 – 218.
Dib, Hayan dan Mokhles Alnazer. 2013. The Impact of Service Quality on Student Satisfaction and Behavioral Consequences in Higher Education Services International. Journal of Economy, Management and Social Sciences. 2(6): 285-290.
Farahmandian, Sepideh, Hadi Minavand dan Mona Afshardost. 2013. Perceived service quality and student satisfaction in higher education. IOSR Journal of Business and Management. 12(4): 65-74.
Hanaysha, Jalal R. M., Haim Hilman Abdullah dan Ari Warokka. 2011. Service Quality and Students ‘Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness. Journal of Southeast Asian Research. 2011. 1-10.
Kotler, P. dan K. L. Keller. 2009. Marketing Management. 13th Edition. Pearson Education, Inc. Upper Saddle River, New Jersey.
Kotler, Philip dan Gary Armstrong. 2012. Principles of Marketing. 14th Edition. Prentice Hall. London.
Mansor, Aida Azlina, Rahayu Hasanordin, Muhammad Hafiz Abd Rashid, dan Wan Edura Wan Rashid. 2012. Hierarchical Service Quality Model towards Student Satisfaction. International Journal of Innovation, Management and Technology. 3(6): 803-807.
Palli, Janardhana Gundla dan Rajasekhar Mamilla. 2012. Students’ Opinions of Service Quality in the Field of Higher Education. Scientiffic Research. 3(4): 430-438.
Parasuraman, A., Valarie A. Zeithaml, dan Leonard L. Berry. 1988. Servqual: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality. Journal of Retailing. 64(1): 12-40.
PDDIKTI. 2018. Grafik Jumlah Perguruan Tinggi. Diakses dari https://forlap.ristekdikti.go.id/ perguruantinggi/homegraphpt pada tanggal 16 Agustus 2018.
Ristekdikti.go.id. 2012. Undang-undang Nomor 12 Tahun 2012 tentang Pendidikan Tinggi. Diakses dari http://kelembagaan.ristekdikti.go.id/index.php/ download/undang-undang-nomor-12-tahun-2012-tentang-pendidikan-tinggi pada tanggal 7 September 2018.
Saif, Naser Ibrahim. 2014. The Effect of Service Quality on Student Satisfaction: A Field Study for Health Services Administration Students. International Journal of Humanities and Social Science. 4(8): 172-181.
Seng, Ernest Lim Kok dan Tan Pei Ling. 2013. A Statistical Analysis of Education Service Quality Dimensions on Business School Students’ Satisfaction. International Education Studies. 6(8): 136-146.
Subrahmanyam, Annamdevula. 2017. Relationship Between Service Quality, Satisfaction, Motivation And Loyalty: A Multi-Dimensional Perspective. Quality Assurance In Education, 25(2): 171-188.
Sultan, Parves dan Ho Yin Wong. 2014. An Integrated-Process Model Of Service Quality, Institutional Brand and Behavioural Intentions: The Case Of A University. Managing Service Quality. 24(5): 487-521.
Teo, Raymond dan Geoffrey N. Soutar. 2012. Word Of Mouth Antecedents In An Educational Context: A Singaporean Study. International Journal Of Educational Management. 26(7): 678-695.
Tuan, Nguyen Minh. 2012. Effects of Service Quality and Price Fairness on Student Satisfaction. International Journal of Business and Social Science. 3(19): 132-150.
Zeithaml,V, M. J. Bitner dan D. Gremler. 2009. Service Marketing: Integrating Customer Focus Across the Firm. 5th Edition. McGraw-Hill Companies, inc. Newyork.
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Published
2020-12-05
How to Cite
Widikusyanto, M. J., & Purbohastuti, A. W. (2020). INDEKS SERVICE QUALITY PERGURUAN TINGGI BANTEN SERVICE QUALITY INDEX OF BANTEN HIGHER EDUCATION. Jurnal Visionida, 6(2), 17–29. https://doi.org/10.30997/jvs.v6i2.3505
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