Penggunaan Metode Servqual dalam Pengukuran Kualitas Layanan Pendidikan
Keywords:
Academic, Service, Quality, Servqual, MeasurementAbstract
The goals of educational institutions can be seen from the number of applicants or the number of students at the
institutions. If the institutions have a good image in the society, it will increase the number of applicants to take study
on the institutions. In the education service industry, the most effective promotion is a recommendation from the user
for the satisfaction of services received during transactions and services after the transaction. Therefore, the academic
services played an important role in the sustainability of an educational institution.
The service quality model which has been used as a reference in service marketing research is a Servqual (service
quality) model developed by Parasuraman, Zeithaml, and Berry. Servqual as a reference for measuring service quality
is with 5 dimensions: (1) reliability, (2) assurance , (3) responsiveness , (4) empathy and (5) tangibles. This model can
be applied in various aspects contained in services / services provided by each institution. This study aims to discuss
how the use of the Servqual method is applied in measuring the quality of education services.
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