Priority Program for Improving Service Quality Based on Student Satisfaction

DOI

10.2991/assehr.k.210424.081How to use a DOI?

Keywords

program, service, quality, student, satisfaction

Abstract

Measurement of the satisfaction of students to education service quality needs to be done by the institution. The measurement results of student satisfaction will use as a basis in determining priority programs by the institution in improving the education service quality. This study intended to describe student satisfaction of education service quality and the determination of priority programs to improve education service quality based on an assessment of student satisfaction levels. The model used is a descriptive study model. The data used in this study were obtained from primary and secondary sources in the form of quantitative data. Quantitative data consisted of the result of the assessment of student satisfaction in service quality. The research instrument in the form of the student satisfaction of service quality questionnaire. The questionnaire follows the service quality model that includes aspects of reliability, responsiveness, assurance, empathy. The questionnaire uses 4 Likert scales, from 1 (not good) to 4 (very good). This study involved 297 respondents who were students majoring in accounting at the Bali State Polytechnic. The sampling technique used was stratified random sampling based on the academic year the student was registered. The study used descriptive analysis techniques. Describe the student satisfaction of service quality using percentage analysis by comparing the answers with ideal answers in the same item and also describe the student satisfaction of service quality by using the cartesian diagram. The results of the study are students satisfied with the quality of educational services in general, but there are some dimensions of service quality that needed to improve. Priority program for improving the quality service can be done by the improvement of the learning room and facilities, increase competence and increase teaching skills of lecturers, the improvement of the learning process and examinations assessment, and the improvement of the quality and quantity of library materials.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - I Ketut Sudiartha
AU  - I Made Sudana
AU  - I Made Ariana
AU  - Ni Ketut Masih
PY  - 2021
DA  - 2021/04/26
TI  - Priority Program for Improving Service Quality Based on Student Satisfaction
BT  - Proceedings of the International Conference on Applied Science and Technology on Social Science (ICAST-SS 2020)
PB  - Atlantis Press
SP  - 419
EP  - 424
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210424.081
DO  - 10.2991/assehr.k.210424.081
ID  - Sudiartha2021
ER  -