Assessment of higher education service quality under the IPA model at The university of Finance - Marketing
Main Article Content
Abstract
The paper identifies the components and measure the service quality in higher education based on the Important - Performance Analysis model (IPA) at the University of Finance - Marketing. Qualitative research was conducted through group discussion of 10 people identifying 5 components with 25 observed variables of the higher education service quality from the perspective of students. Quantitative research was conducted through double interviews with 193 samples. The 1st interview measures the importance level and the 2nd interview measures the level of performance. Survey data is processed through descriptive statistics, Cronbach Alpha scale reliability measurement, Paired Sample T – test for P-I. Research results on measuring service quality under the IPA model at the University of Finance - Marketing include Part I – Concentrate here has 5 observed variables; Part II – Keep up the Good Work, 12 observed variables; Part III - Low priority, 8 observed variables; Part IV – Possible Overskill with no observed variables. Based on the assessment of the quality of higher education services under the IPA model, the paper proposes some managerial implications
Article Details
Keywords
Service quality, Service quality in higher education, IPA, University of Finance - Marketing
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