Analysis of the Five Dimensions of Service Quality Servqual (Survey of Private University Academic Staff Services in Indonesia)

Abstract

Academic services in universities have a very important role. Good service quality from the university's perspective means setting requirements and specifications according to the needs of its customers, therefore the implementation of service quality is important to keep universities afloat and develop competitively. The occurrence of competition between universities in general is a positive sign. Because of this, universities are required to be able to provide the best service, so that their customers can feel part of the university. This research is a survey conducted on 310 students to measure the dimensions of service quality. Servqual is a model used to measure service quality, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This data is processed with the help of computer software and analyzed using the Exploratory Factor Analysis method. With this study, we will find a new group of variables that are fewer in number than the existing variables. based on the results of data processing and analysis research, it was found that the implementation of servqual was still relatively low, but the service quality was relatively running well. priority component 1 is Responsiveness, Empathy and Assurance, priority component 2 is Reliability and priority components 3 and 4 are Reliability, in terms of academic services in universities it is very clear that based on these results, it shows that the servqual components that become the first priority are Response, Empathy and Assurance followed by Tangible and Reliability.