Proceedings of the 3rd Asian Education Symposium (AES 2018)

The Study of Quality Service of Education in Public Vocational Schools in Using ServQual Model

Authors
Surya Karwati, Sukardi Sukardi, Syafruddin Syafruddin
Corresponding Author
Sukardi Sukardi
Available Online April 2019.
DOI
https://doi.org/10.2991/aes-18.2019.87How to use a DOI?
Keywords
service quality; vocational education; servqual
Abstract
The research aims to determine the level of quality service of education in Public Vocational Schools in West Lombok. The research employed the ServQual (service quality) method, involving 200 students of Public Vocational Schools in West Lombok who were selected through cluster proportional random sampling. The data were collected using questionnaires using Likert scale. The research dimension and instruments were adapted from the previous publication, consisting of the aspects of reliability, responsiveness, assurance, empathy, and physical/tangible feature. All data were analyzed statistically by descriptive statistics and comparative analysis. The research showed that there was a significant difference of quality service of education between reality and students’ expectation. The average value of students’ expectation on the 5 aspects of the quality of education service was higher than the average value of reality. It inferred that the level of quality service of education in public vocational schools in West Lombok was not satisfactory yet.
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Proceedings
3rd Asian Education Symposium (AES 2018)
Part of series
Advances in Social Science, Education and Humanities Research
Publication Date
April 2019
ISBN
978-94-6252-709-6
ISSN
2352-5398
DOI
https://doi.org/10.2991/aes-18.2019.87How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Surya Karwati
AU  - Sukardi Sukardi
AU  - Syafruddin Syafruddin
PY  - 2019/04
DA  - 2019/04
TI  - The Study of Quality Service of Education in Public Vocational Schools in Using ServQual Model
BT  - 3rd Asian Education Symposium (AES 2018)
PB  - Atlantis Press
SP  - 385
EP  - 387
SN  - 2352-5398
UR  - https://doi.org/10.2991/aes-18.2019.87
DO  - https://doi.org/10.2991/aes-18.2019.87
ID  - Karwati2019/04
ER  -