Assessing the Effects of Service Quality of Government and Student Satisfaction in Education's Field

1st Annual Applied Science and Engineering Conference

工业技术;自然科学

Purwaningsih, D.^1

Graduate School of Management Science, Universitas Pendidikan Indonesia, Indonesia^1

关键词: Customer satisfaction indices;    Data collection;    Education field;    Higher education;    Importance-performance analysis;    Sampling method;    Student satisfaction;    Student's satisfaction;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/180/1/012003/pdf
DOI  :  10.1088/1757-899X/180/1/012003

来源: IOP

【 摘 要 】

The aim of the research is to analyze how the service quality of Indonesian government affect student's satisfaction in the education field. Data collection was conducted in September 2016 through distributing questionnaires to 132 students at private universities in south Tangerang city. Sampling used incidental sampling method, while data analysis is descriptive, qualitative and quantitative, which were analyzed with the Importance Performance Analysis. The survey results revealed that the satisfaction level of the students of South Tangerang good enough to service of the Government in higher education sector with a value of 83.61 using Customer Satisfaction Index (CSI). Nevertheless, there are several factors that should be prioritized for immediate enhanced, namely: government's ability to respond effectively to solve the problems in the academic world, fairness of the government in providing assistance to both state and private universities and attention of the government to higher education.