Analisis Kualitas Layanan Akademik Madrasah Dengan Metode Servqual Pada Pendidik Dan Tenaga Kependidikan
DOI:
https://doi.org/10.24246/j.jk.2019.v6.i1.p1-10Keywords:
Academic Services Quality, Madrasah, ServqualAbstract
This study aims to describe the quality indicators of madrasah academic services to measure the madrasah ability in providing facilities, teachers and education staff, and services that meet the student expectations with the Servqual method. This study uses a quantitative approach with analytical descriptive research. Data collecting technique used a closed questionnaire of rating scale model. Validity test uses product moment correlation and reliability test using Cronbach Alpha. The measurement indicators in this study include five aspects, namely tangibles, reliability, responsiveness, assurance and certainty, and empathy. In comprehensive terms the research results show the percentage of academic achievement service quality for teachers is 65.58%, and 58.67% in education staff. Based on five indicators, responsiveness becomes the highest achievement aspect, at 67.02%. While facilities and infrastructure, reliability, certainty and empathy assurance, still need improvement. However, overall, the academic services quality for teachers and education staff is included in the satisfying category, where the majority of teachers and education staff provide a high perception of service quality at the Thullab Foundation.
Downloads
References
Andriana, S. (2015). Analisis kualitas pelayanan administrasi pada Madrasah Aliyah Nahdlatul Ulama’ 01 Banyuputih Kabupaten Batang. Skripsi: Fakultas Ekonomi Jurusan Pendidikan Ekonomi UNNES.
Ali, F., Zhou, Y., Hussain, K., Nair, P.K., & Ragavan, N.A. (2016). Does higher education service quality effect student satisfaction, image and loyalty?; A study of international students in Malaysian public universities. Quality assurance in education, Vol.24 Issue: 1, pp.70-94, retrieved from https://doi.org/10.1108/qae-02-2014-0008.
Atiyah, L.A. (2017). Impact of service quality on customer satisfaction. Australian Journal of basic and applied sciences, 11(5) April 2017, pp 20-28 ISSN: 1991-8178
Asogwa, B.E., Asadu, B.U., Ezema, J.U., Ugwu, C.I., & Ugwuanyi, F.C. (2014). Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries. Library philosophy and practice (e-journal). Paper 1158, retrieved from http://digitalcommons.unl.edu/libphilprac/1158
Saefuddin Azwar. (1999). Reliabilitas dan Validitas: Seri Pengukuran Psikologi. Yogyakarta: Sigma Alpha
Badan Akreditasi Nasional Sekolah/Madrasah. (2017). Hasil akreditasi tahun 2017. [online]. Diakses dari https://bansm.kemdikbud.go.id/akreditasi, diakses pada tanggal 5 November 2018, pukul 9.20.
Datta, K.S. & Vardhan, J. (2017). A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE; A Management Students Perspective. SAGE Open Journal, Creative Commons Attribution 3.0 License Vol.7, Issue: 1, retrieved from https://doi.org/10.1177/2158244016676294
Ikeda, M., Agarwal, N.K.K. & Islam M.A. (2015). Knowledge Management for Service Innovation in Academic Libraries: A Qualitative Study. Library Management, vol.36 Issue: ½, pp.40-57, retrieved from https://doi.org/101108/lm-08-2014-0098.
Onditi, E.O. & Wechuli, T.W. (2017). Service quality and student satisfaction in higher education institutions: a review of literature. International journal of scientific and research publications, vol. 7, Issue 7, pp. 328-335. ISSN 2250-3153.
Parasuraman, A., V.A., Zeithaml & L.L., Berry. (1998). Servqual : a multiple item scale for meansuring consumer perseption of service quality. Jurnal of Retailing p. 64,.
Parasuraman, A., Zeithaml, V. & Berry, l. (1988). Communication and control processes in the delivery of service quality. Journal of marketing, 52, 35 – 48.
Parasuraman., V.A. Zeithaml and L.L.Berry. (1985). A Conceptual model of service quality and its implication for future research. Journal of Marketing. 52, pp 35-48
Rinala, N.I, Yuana, M.I, & Natajaya, N.I. (2013). Pengaruh kualitas pelayanan akademik terhadap kepuasan dan loyalitas mahasiswa pada Sekolah Tinggi Pariwisata Nusa Dua Bali. Jurnal program pascasarjana Universitas Pendidikan Genesha Volume 4 Tahun 2013.
Saleem, S.S., et al. (2017). Services quality and student satisfaction: The moderating role of university culture, reputation and price in education sector of Pakistan. Iranian journal of management studies (IJMS). Vol. 10, No. , Winter 2017 pp. 237-258 ISSN: 2345-3745
Sunder, M.V. (2015). Constructs of Quality in Higher Education Services. International journal of productivity and performance management, vol. 65 Issue: 8, pp.1091-1111, retrieved from https://doi.org/10.1108/IJPPM-05-2015-0079
Downloads
Published
How to Cite
Issue
Section
License
Kelola: Jurnal Manajemen Pendidikan is licensed under a Creative Commons Attribution 4.0 International License