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Details for Analisis Kesenjangan Kualitas Pengajaran Dan Kepuasan Mahasiswa Di Sekolah Tinggi Pariwisata
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NameAnalisis Kesenjangan Kualitas Pengajaran Dan Kepuasan Mahasiswa Di Sekolah Tinggi Pariwisata
Description
ANALISIS   KESENJANGAN   KUALITAS   PENGAJARAN   DAN   KEPUASAN   MAHASISWA 
DI SEKOLAH TINGGI PARIWISATA

Dea Prasetyawati  
 
Abstract
 
This article examines the gap of teaching quality in five service quality dimensions and students’ satisfaction between classes. The question of how a student can achieve competitive output and high performance has been a major issue in education institution. Qualities teach is one of these methods. The delivery of quality service is an evitable strategy that has been related to a success in education institution, and to service providers’ effort to position themselves more effectively in the education institute. Greater competitiveness has caused education institution to be increasingly aware of the importance of teaching quality to be on a competitive edge. Also, the fact that teaching quality leads to students’ satisfaction has driven many researchers and practitioners to focus on the issue. The authors measured the gap between performance and expectation in five service quality dimensions on the basis of SERVQUAL in educational institution, and examined the following. First, we looked into the gap between expectations and performance in five service quality dimensions across the classes based on reliability tests of five service quality dimensions. Second, we analyzed the statistical difference of gap scores between performance and expectation in five service quality dimensions across the classes. Finally, we analyzed the object used List Significant Difference.The major findings are; the gap scores between performance and expectation in teaching quality showed significant difference across classes, and the gap between expectation and performance in empathy (B class) was lower than in other dimensions, but the gap in reliability (C class) score was the highest.

Kata kunci: kualitas pembelajaran, kepuasan mahasiswa, kesenjangan antara kinerja dan harapan

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Created On: 03/14/2009 12:11
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