Title: Service quality dimension of polytechnic and its evaluation: the students' perspective in Indonesia

Authors: Saiful Ghozi; Setyabudi Indartono; Aji Prasetya Wibawa

Addresses: Business Department, Balikpapan State Polytechnic, Jl. Soekarno Hatta KM 08, Balikpapan, Indonesia ' Business Department, Balikpapan State Polytechnic, Jl. Soekarno Hatta KM 08, Balikpapan, Indonesia ' Business Department, Balikpapan State Polytechnic, Jl. Soekarno Hatta KM 08, Balikpapan, Indonesia

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.

Keywords: service quality; HEdPERF; polytechnic; importance performance analysis; IPA; students' perspective.

DOI: 10.1504/IJSOM.2024.138933

International Journal of Services and Operations Management, 2024 Vol.48 No.2, pp.213 - 233

Received: 10 Nov 2021
Accepted: 05 Jan 2022
Published online: 04 Jun 2024 *

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