Improving student satisfaction of Andalas University Dormitory through Service Quality and Importance Performance Analysis

4th Asia Pacific Conference on Manufacturing Systems; 3rd International Manufacturing Engineering Conference

Putri, Nilda Tri^1 ; Anggraini, Larisa^1

Department of Industrial Engineering, Faculty of Engineering, Andalas University, Padang, West Sumatra, Indonesia^1

关键词: Higher education;    Importance-performance analysis;    Priority service;    Residential satisfaction;    Service Quality;    Student satisfaction;    Student's satisfaction;    University dormitories;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/319/1/012063/pdf
DOI  :  10.1088/1757-899X/319/1/012063

来源: IOP

【 摘 要 】

Residential satisfaction of university dormitories serve as one of the significant aspects in the framework of sustainability in higher education. This research investigated the quality of dormitory services in Andalas University Dormitory based on student's satisfaction. According to management residential, the enrollment of residential student has increased gradually in Andalas University. In 2016, capacity of residential student is 1686, but only 1081 students can stay at dormitory because some rooms in bad condition. There are a lot of problems and complaints regarding dormitory's service quality i.e water problems, leaky rooms and bathrooms, cleanliness and inadequate facilities in residential college. In addition, there are 20% of last year student's residential check out before the time of contract runs out. The aim of this research are understanding the level of GAP exists between expectation and perception students' residential in the content of service quality and evaluating the improvement priority services using Importance Performance Analysis. This study is measuring service quality by using Responsiveness, Assurance, Empathy, Reliability and Tangible dimension. A negative GAP indicates that the actual services are than what was expected and the GAP is highlighted area for improvement. Based on IPA, management should improve this following dimension services : responsiveness, tangible and assurance dimension.