Analysis of Service Quality Perceptions Gap  Between Students and Management of  State Polytechnic of Malang

Yunia AFIATIN; Anik  KUSMINTARTI; Ludfi  DJAJANTO; Triesti  CANDRAWATI

doi:10.38142/ijesss.v6i4.1596

Authors

Yunia AFIATIN State Polytechinc of Malang, Indonesia
Anik KUSMINTARTI State Polytechinc of Malang, Indonesia
Ludfi DJAJANTO State Polytechinc of Malang, Indonesia
Triesti CANDRAWATI State Polytechinc of Malang, Indonesia

DOI:

https://doi.org/10.38142/ijesss.v6i4.1596

Keywords:

service quality, perceptions, higher education

Abstract

Higher education institutions in Indonesia are facing increasing competition. Service quality is determined by variables such as tangiblility, reliability, responsiveness, assurance, and empathy. This research intends to investigate the gap in service quality between students’ perceptions and management at the State Polytechnic of Malang. This research uses primary data. Descriptive analysis is used to assess the level of service quality difference between the perceptions of the student and the perceptions of management. The result of this analysis is that the average value perceptions of consumers and students are smaller compared to the average value perceptions of management and service providers, which indicates that consumers remain dissatisfied with the quality of services offered by the institution. The results of this research can be used by management to identify the advantages and disadvantages of service quality and determine strategies that can meet the expectations of consumers and students.

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