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Analysis of Service Quality Performance in Higher Education Uses Importance Performance Competitor Analysis (IPCA)

Wacana Journal of Social and Humanity Studies

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Title Analysis of Service Quality Performance in Higher Education Uses Importance Performance Competitor Analysis (IPCA)
 
Creator Santoso, Mochamad
Kusumawati, Andriani
Sri Sentanu, I Gede Eko Putra
 
Subject Service Quality; Higher Education; HedPerf; Importance Performance Competitor Analysis
 
Description This study aims to determine the performance of service quality from students' perceptions of study programs in tertiary institutions using Gap analysis with measurement instruments using Higher Education Performance (HedPerf) modified into 5 (five) factor/dimension structures. The method used in this study is a quantitative method with a descriptive approach, sampling using the Probability Sampling technique in Proportioned Stratified Random Sampling. Data analysis uses the Importance Performance Competitor Analysis (IPCA) method which is a form of analysis that answers criticism of the IPA analysis, especially regarding competitor factors. Where data samples are taken from study programs which are the focus of research and from study programs that become competitors. The results obtained from this study indicate that 10 service items require immediate action to improve the quality of service performance. Especially from the variable reputation that has a dominant position to be immediately reformed.
 
Publisher Pascasarjana Universitas Brawijaya
 
Contributor —
 
Date 2020-06-03
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://wacana.ub.ac.id/index.php/wacana/article/view/787
 
Source Wacana Journal of Social and Humanity Studies; Vol 23, No 2 (2020)
2338-1884
1411-0199
 
Language eng
 
Relation https://wacana.ub.ac.id/index.php/wacana/article/view/787/491
 
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