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A comparison of public and private university students' expectations and perceptions of service quality in Jakarta, Indonesia.

机译：印度尼西亚雅加达公立和私立大学学生对服务质量的期望和看法的比较。

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摘要

Service quality has become a predominant part of all advanced organizations' strategic plans. Increasing attention paid to service quality has resulted in more progress and profit in organizations. Higher education possesses all the characteristics of service industry, i.e., intangible, heterogeneous, inseparability, variability, perishable, and the customer (student) participates in the process. However, quality measurement in higher education continues to be a vexing and difficult issue. Most evaluations of higher education have primarily used tangible criteria. The purpose of this study was to examine student's expectations, perceptions and disconfirmation toward service quality delivered by public and private universities in Jakarta, Indonesia. Furthermore, this study also addressed the disconfirmation of service quality when student respondents were classified by demographic characteristics and length of time in the program.; The service-quality disconfirmation paradigm was used in this study, using a modified version of SERVQUAL as a measure. Two focus groups were conducted to capture service quality characteristics in education resulting in 35 items of service quality. A total of twenty-eight items were identified through factor analysis using a varimax rotation. Based on factor analysis, those items were classified into five dimensions: Academic Services and Facilities, Readiness and Attentiveness, Fair and Impartial, Tangibles, and General Attitudes. Cronbach's coefficient alpha was used to measure reliability and found high reliability for all the factors. A total of 282 students from a major public university and 329 students from a large private university in Jakarta participated in the study.; This study found no difference in expectations of service quality between public and private university students. While on perceptions of service quality at private universities and disconfirmation of service quality, this study found significant difference between public and private universities. In general this study found that students at private universities give higher assessments of service quality provided by their university compared to students at public universities. Based on the hypotheses tests, it can be concluded that there were significance differences in students' disconfirmation of service quality when classified by: gender, age, parents' income, parents' occupation. Hypotheses tests on students' disconfirmation classified by parents' education found no significance difference.; Hypotheses tests on disconfirmation of service quality when classified by the interaction of university status and length of time in program found significant differences. Students who attended at least 6 semesters or more at public universities tended to be more satisfied. However, students who attended at least 6 semesters or more at private universities tended to be more dissatisfied. This finding implied that public and private universities in Jakarta should make every effort to give serious attention to teaching-learning processes, since age and length of time in program are related to students' satisfaction with the university.; Furthermore, since the assessment of service quality were directly related to parents' demographic characteristics, providing parents with periodic and up-to-date information about university besides students' achievement may, in turn, influence students' perception on the university's service quality.
机译：服务质量已成为所有高级组织战略计划的主要组成部分。对服务质量的日益关注已导致组织取得更多进步和收益。高等教育具有服务业的所有特征，即无形的，异构的，不可分离的，可变的，易腐烂的，并且客户（学生）参与了这一过程。但是，高等教育的质量衡量仍然是一个棘手且困难的问题。大多数高等教育评估主要使用了切实的标准。这项研究的目的是检验学生对印度尼西亚雅加达公立和私立大学提供的服务质量的期望，看法和不肯定。此外，本研究还解决了根据人口统计学特征和计划中的时间长短对学生受访者进行分类时服务质量的不确定性。在本研究中，使用服务质量不一致范例，以SERVQUAL的改进版本作为度量。开展了两个焦点小组会议，以捕获教育中的服务质量特征，得出了35项服务质量。通过使用方差极大值旋转的因子分析，总共确定了28个项目。根据因素分析，这些项目分为五个维度：学术服务和设施，准备和专心，公平和公正，有形和一般态度。克朗巴赫系数α用于衡量可靠性，并发现所有因素的可靠性都很高。雅加达一所主要公立大学的282名学生和一所大型私立大学的329名学生参加了这项研究。这项研究发现公立和私立大学学生对服务质量的期望没有差异。在对私立大学对服务质量的看法和对服务质量的怀疑的同时，本研究发现公立和私立大学之间存在显着差异。总体而言，这项研究发现，与公立大学的学生相比，私立大学的学生对大学提供的服务质量的评价更高。根据假设检验，可以得出以下结论：按性别，年龄，父母的收入，父母的职业分类时，学生对服务质量的确认存在显着差异。根据父母的教育程度对学生的不确定性进行假设检验，结果无显着性差异。通过大学状态和课程时间长短的交互作用对服务质量的不确定性进行的假设检验发现存在显着差异。在公立大学至少上6个学期或以上的学生往往会感到更满意。但是，至少在私立大学上学六个学期或以上的学生往往会更加不满意。这一发现表明，雅加达的公立和私立大学应尽一切努力认真考虑教学过程，因为课程的年龄和时间长短与学生对大学的满意度有关。此外，由于对服务质量的评估与父母的人口统计学特征直接相关，因此向父母提供除学生成绩以外的有关大学的定期和最新信息可能反过来影响学生对大学服务质量的看法。

著录项

  • 作者

    Hadikoemoro, Soekisno.;

  • 作者单位

    Nova Southeastern University.;

  • 授予单位 Nova Southeastern University.;
  • 学科 Business Administration Management.; Education Higher.
  • 学位 D.B.A.
  • 年度 2002
  • 页码 186 p.
  • 总页数 186
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 贸易经济;高等教育;
  • 关键词

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