Abstract
Purpose – This study examines the quality of academic services at Universitas Sains Al-Qur’an (UNSIQ) Wonosobo, focusing on student satisfaction and identifying key service gaps based on the SERVQUAL model. The study aims to provide actionable recommendations for improving service quality by analyzing the gaps between student expectations and actual service delivery.
Methods/Design/Approach – A quantitative approach was adopted, using a survey distributed to 952 students across six faculties. The SERVQUAL model informed the design of the questionnaire, which measured the importance and satisfaction of academic services through a 5-point Likert scale. Importance-Performance Analysis (IPA) was applied to identify priority areas for improvement. Data validity and reliability were tested using SPSS.
Findings – Significant gaps were found in UNSIQ’s academic services, particularly in the Tangibles dimension, where the largest gap (1.71) was in internet access. Other dimensions such as Reliability and Responsiveness also showed noticeable gaps. The findings indicate the urgent need for improvement in digital infrastructure to enhance student satisfaction.
Originality/Value – This study adds to the literature on service quality in higher education by applying the SERVQUAL model in the context of an Indonesian university. The findings align with international studies on the importance of infrastructure and service quality in shaping student satisfaction and institutional loyalty. The study also provides actionable recommendations for UNSIQ, which can serve as a reference for similar institutions seeking to improve service quality.
Practical Implications – The research suggests that UNSIQ should prioritize enhancing both physical and digital infrastructure to better meet student expectations. Implementing regular feedback mechanisms could further align services with student needs, thereby increasing satisfaction and loyalty.
Keywords Academic service quality, student satisfaction, SERVQUAL, higher education, Importance-Performance Analysis (IPA)
Paper type Research paper
Keywords
References
Ali, F., & Ragavan, Y. Z. (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, 24.
Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (5th, Ed.). Sage Publications.
Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of convenience sampling and purposive sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1–4. https://doi.org/10.11648/j.ajtas.20160501.11
Field, A. (2018). Discovering Statistics Using IBM SPSS Statistics (5th, Ed.). Sage Publications.
Gruber, T., Fuß, S., Voss, R., & Gläser-Zikuda, M. (2010). Examining student satisfaction with higher education services: Using a new measurement tool. International Journal of Public Sector Management, 23(2), 105–123. https://doi.org/10.1108/09513551011022474
Khoo, S., Ha, H., & McGregor, S. L. T. (2017). Service Quality And Student/ Customer Satisfaction In The Private Tertiary Education Sector In Singapore. International Journal of Educational Management, 31.
Likert, R. (1932). A technique for the measurement of attitudes. Archives of Psychology, 22(140), 1–55.
Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77–79. https://doi.org/10.1177/002224297704100112
Nasution, N. (2015). Manajemen Mutu Terpadu (Total Quality Management). Ghalia Indonesia.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rekap Nasional Semester 2017/2018 Genap. (2018). Pangkalan Data Pendidikan Tinggi. https://forlap.ristekdikti.go.id/
Resnik, D. B. (2018). Research Ethics: A Philosophical Guide to the Responsible Conduct of Research. Springer.
Sultan, P., & Wong, H. Y. (2010). Service quality in higher education: A review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259–272. https://doi.org/10.1108/17566691011057393
Sultan, P., & Wong, H. Y. (2018). How service quality affects university brand performance, university brand image and behavioural intention: The mediating effects of satisfaction and trust and moderating roles of gender and study mode. Journal of Brand Management, 25(2), 157–171. https://doi.org/10.1057/s41262-018-0131-3
Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258. https://doi.org/10.1108/QAE-06-2014-0028
Watjatrakul, B. (2014). Factors Affecting Students’ Intentions To Study At Universities Adopting The “Student-As-Customer” Concept. International Journal of Educational Management.
Licensing
©️ 2024 The Author(s). Published by Global Educational Research Review.
This is an Open Access article distributed under the terms of the Creative Commons Attribution 4.0 International License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
The terms of this license allow the posting of the Accepted Manuscript or Published Version in institutional or subject repositories by the author(s).
Reprints and Permissions
This is an open access article distributed under the terms of the Creative Commons Attribution 4.0
International License (CC BY 4.0), which permits unrestricted use, distribution, and
reproduction in any
medium, provided the original work is properly cited.
Permission is not required to reuse this article, in part or whole, as long as proper
attribution is given
to the original work.
Keywords
References
Ali, F., & Ragavan, Y. Z. (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, 24.
Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (5th, Ed.). Sage Publications.
Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of convenience sampling and purposive sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1–4. https://doi.org/10.11648/j.ajtas.20160501.11
Field, A. (2018). Discovering Statistics Using IBM SPSS Statistics (5th, Ed.). Sage Publications.
Gruber, T., Fuß, S., Voss, R., & Gläser-Zikuda, M. (2010). Examining student satisfaction with higher education services: Using a new measurement tool. International Journal of Public Sector Management, 23(2), 105–123. https://doi.org/10.1108/09513551011022474
Khoo, S., Ha, H., & McGregor, S. L. T. (2017). Service Quality And Student/ Customer Satisfaction In The Private Tertiary Education Sector In Singapore. International Journal of Educational Management, 31.
Likert, R. (1932). A technique for the measurement of attitudes. Archives of Psychology, 22(140), 1–55.
Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77–79. https://doi.org/10.1177/002224297704100112
Nasution, N. (2015). Manajemen Mutu Terpadu (Total Quality Management). Ghalia Indonesia.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rekap Nasional Semester 2017/2018 Genap. (2018). Pangkalan Data Pendidikan Tinggi. https://forlap.ristekdikti.go.id/
Resnik, D. B. (2018). Research Ethics: A Philosophical Guide to the Responsible Conduct of Research. Springer.
Sultan, P., & Wong, H. Y. (2010). Service quality in higher education: A review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259–272. https://doi.org/10.1108/17566691011057393
Sultan, P., & Wong, H. Y. (2018). How service quality affects university brand performance, university brand image and behavioural intention: The mediating effects of satisfaction and trust and moderating roles of gender and study mode. Journal of Brand Management, 25(2), 157–171. https://doi.org/10.1057/s41262-018-0131-3
Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258. https://doi.org/10.1108/QAE-06-2014-0028
Watjatrakul, B. (2014). Factors Affecting Students’ Intentions To Study At Universities Adopting The “Student-As-Customer” Concept. International Journal of Educational Management.
Licensing
©️ 2024 The Author(s). Published by Global Educational Research Review.
This is an Open Access article distributed under the terms of the Creative Commons Attribution 4.0 International License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
The terms of this license allow the posting of the Accepted Manuscript or Published Version in institutional or subject repositories by the author(s).
Reprints and Permissions
This is an open access article distributed under the terms of the Creative Commons Attribution 4.0
International License (CC BY 4.0), which permits unrestricted use, distribution, and
reproduction in any
medium, provided the original work is properly cited.
Permission is not required to reuse this article, in part or whole, as long as proper attribution is
given
to the original work.