Abstract
Service quality is complex because it is a multi-dimensional construct. Until recently, there has been no consensus among researchers on what the best dimensions and models are that can be used to evaluate the quality of services in college learning institutions. Even though there are more recent models, the service quality (SERVQUAL) model is often used to measure high quality of service. In this study, the effects of the dimensions of the SERQUAL model on student performance were evaluated. Questionnaires were distributed online. The structural equation model was employed to analyze the data. The results revealed no difference in student performance (Grade Average Point) between those who were selected by the PPKB-UI and SIMAK-UI. Although the tangible dimensions of the SERQUAL model, which includes physical appearance, infrastructure, and modern communication, were ranked highest by the respondents, the dimensions had no statistically significant impact on learning outcomes.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of The 3rd International Conference on Vocational Higher Education (ICVHE 2018) |
| Publisher | Atlantis Press |
| Pages | 60-64 |
| Number of pages | 5 |
| Volume | 426 |
| ISBN (Electronic) | 978-94-6252-947-2 |
| DOIs | |
| Publication status | Published - 3 Apr 2020 |
| Event | 3rd International Conference on Vocational Higher Education (ICVHE 2018): “Understanding Digital World. From Theory to Practices.” - Batam, Indonesia Duration: 2 Aug 2018 → 4 Aug 2018 |
Publication series
| Name | Advances in Social Science, Education and Humanities Research |
|---|---|
| Publisher | Atlantis Press |
| Volume | 426 |
| ISSN (Electronic) | 2352-5398 |
Conference
| Conference | 3rd International Conference on Vocational Higher Education (ICVHE 2018) |
|---|---|
| Country/Territory | Indonesia |
| City | Batam |
| Period | 2/08/18 → 4/08/18 |
Keywords
- structural equation model
- quality services
- grade average point
- Vocational Education