TY - GEN
T1 - The effect of service quality on student's satisfaction at technical education and vocational training
AU - Nurcahyo, Rahmat
AU - Aji, Fauzia Rizkiana
AU - Gabriel, Djoko Sihono
AU - Habiburrahman, Muhammad
N1 - Publisher Copyright:
© IEOM Society International.
PY - 2018
Y1 - 2018
N2 - The purpose of this research is to analyze service quality of training in Technical Education and Vocational Training that based on measurement of training service quality dimension and examine the effect of service quality on customer satisfaction. The method used in this research is SERVQUAL using primary data from survey questionnaire given to training students in BBPLK Bekasi and partial least square to detemine the effect of service quality. The results show that there were gaps in all attributes of service quality provided with the expected. And by using Matrix Importance Performance Analysis (IPA), there are two attributes that are included in the main priority for the improvement which is the attribute of training equipment in accordance with the latest technology and the quality of training materials and training modules. And from partial least squares, six from nine dimension of service quality are positively affect overall satisfaction. These dimensions can be priority reference for development and service quality improvement for TVET.
AB - The purpose of this research is to analyze service quality of training in Technical Education and Vocational Training that based on measurement of training service quality dimension and examine the effect of service quality on customer satisfaction. The method used in this research is SERVQUAL using primary data from survey questionnaire given to training students in BBPLK Bekasi and partial least square to detemine the effect of service quality. The results show that there were gaps in all attributes of service quality provided with the expected. And by using Matrix Importance Performance Analysis (IPA), there are two attributes that are included in the main priority for the improvement which is the attribute of training equipment in accordance with the latest technology and the quality of training materials and training modules. And from partial least squares, six from nine dimension of service quality are positively affect overall satisfaction. These dimensions can be priority reference for development and service quality improvement for TVET.
KW - Education
KW - Importance-Performance Analysis (IPA)
KW - Partial least square
KW - SERVQUAL
KW - Service quality
KW - TVET
KW - Training
UR - http://www.scopus.com/inward/record.url?scp=85051514489&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85051514489
SN - 9781532359446
T3 - Proceedings of the International Conference on Industrial Engineering and Operations Management
SP - 1091
EP - 1102
BT - Proceedings of the International Conference on Industrial Engineering and Operations Management, IEOM 2018
PB - IEOM Society
T2 - 8th International Conference on Industrial Engineering and Operations Management, IEOM 2018
Y2 - 6 March 2018 through 8 March 2018
ER -