The comparison of student satisfaction between certified and non-certified ISO 9001 schools

Rahmat Nurcahyo, Asih Meiliana, Zulfadlillah, Muhammad Habiburrahman

Research output: Contribution to journalConference articlepeer-review

Abstract

Government regulation on international educational unit encourages schools to have ISO 9001 certification so that the development of the ISO 9001 certification in school from year to year increases. Ideally, a school with ISO 9001 has better quality than the school that is not certified. However, many people still doubt the effectiveness of ISO 9001 certification in school in terms of improved quality and student satisfaction. Along with these problems, we need a research to identify and measure the perceptions of students in vocational schools certified ISO 9001 and vocational schools Non-ISO 9001 and determine the service attributes that affect student satisfaction using servqual and gap analysis. The data is taken through a survey of 150 students from five vocational schools certified ISO 9001 and five vocational schools Non-ISO 9001. The survey results based on the gap analysis shows almost the attributes is negative and not much difference between the perceptions of students of certified ISO 9001 and non-certified ISO 9001 vocational school.

Original languageEnglish
Pages (from-to)130-138
Number of pages9
JournalProceedings of the International Conference on Industrial Engineering and Operations Management
Issue numberNovember
Publication statusPublished - 1 Jan 2019
Event1st GCC International Conference on Industrial Engineering and Operations Management, IEOM 2019 - riyadh, Saudi Arabia
Duration: 26 Nov 201928 Nov 2019

Keywords

  • Gap Analysis
  • ISO 9001
  • Servqual
  • Students of Vocational School

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