ISSN: 2222-6990
Open access
This research investigated students’ perceptions on the quality of service performed by Faculty of Economics and Business at a private higher education institution in East Indonesia, measured by five dimensions in the SERVQUAL (i.e., tangible, reliability, responsiveness, assurance, and empathy). It also investigated whether students’ perceptions on the quality of service are different across gender, study program, and length of study. Descriptive analysis and independent-samples T test are used in the examination of data. Adapting and modifying the SERVQUAL model by only focusing on students’ perceptions, this study found that overall, students perceived the assurance to have the highest mean score, followed by reliability, empathy, responsiveness, and lastly tangibles. In particular, students perceived the assurance and reliability dimensions to have excellent quality of service, and very good quality of service on empathy, responsiveness, and tangibles. This research found no significant difference on students’ perceptions when comparing gender, study program, and length of study.
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In-Text Citation: (Nelwan, 2020)
To Cite this Article: Nelwan, M. L. (2020). Analysis of Student Perception on the Quality of Service Provided by a Private Higher Education Institution in East Indonesia. International Journal of Academic Research in Business and Social Sciences, 10(4), 12–25.
Copyright: © 2020 The Author(s)
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