Service quality dimension of polytechnic and its evaluation: the students' perspective in Indonesia
by Saiful Ghozi; Setyabudi Indartono; Aji Prasetya Wibawa
International Journal of Services and Operations Management (IJSOM), Vol. 48, No. 2, 2024

Abstract: Polytechnic education is still viewed as a second option by students and parents. Therefore, it is crucial to improve its quality which can be pursued through one of the quality constructs, i.e., service quality. This study aimed to determine the authentic dimension of service quality, especially in the polytechnic context. A total of 235 valid questionnaires from polytechnic students in Indonesia were collected. Forty-four item attributes were developed. The exploratory and confirmatory factor analysis tested for unidimensionality, reliability, and validity. An importance performance analysis (IPA) was used to evaluate the service provided. This study established eight fit factors: academic, access, non-academic, facility, delivery, program issues, tuition rationality, and graduate employability. The result of IPA indicated that access, facility, and delivery were the most significant weaknesses in service quality. Thus, concentrating constructive action on said factors would produce maximum results. It was discussed in-depth in this study.

Online publication date: Tue, 04-Jun-2024

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services and Operations Management (IJSOM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com