The Study of Quality Service of Education in Public Vocational Schools in Using ServQual Model

被引：0
|
作者：
Karwati, Surya [1 ]
Sukardi, Sukardi [2 ]
Syafruddin, Syafruddin [2 ]
机构：
[1] Univ Mataram, Master Educ Adm Program, Mataram, Indonesia
[2] Univ Mataram, Fac Teachers Training & Educ, Mataram, Indonesia
来源：
PROCEEDINGS OF THE 3RD ASIAN EDUCATION SYMPOSIUM (AES 2018) | 2018年 / 253卷
关键词：
service quality; vocational education; servqual;
D O I：
暂无
中图分类号：
G40 [教育学];
学科分类号：
040101 ; 120403 ;
摘要：
The research aims to determine the level of quality service of education in Public Vocational Schools in West Lombok. The research employed the ServQual (service quality) method, involving 200 students of Public Vocational Schools in West Lombok who were selected through cluster proportional random sampling. The data were collected using questionnaires using Likert scale. The research dimension and instruments were adapted from the previous publication, consisting of the aspects of reliability, responsiveness, assurance, empathy, and physical/tangible feature. All data were analyzed statistically by descriptive statistics and comparative analysis. The research showed that there was a significant difference of quality service of education between reality and students' expectation. The average value of students' expectation on the 5 aspects of the quality of education service was higher than the average value of reality. It inferred that the level of quality service of education in public vocational schools in West Lombok was not satisfactory yet.
引用
收藏
页码：385 / 387
页数：3
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