The Study of Quality Service of Education in Public Vocational Schools in Using ServQual Model
- DOI
- 10.2991/aes-18.2019.87How to use a DOI?
- Keywords
- service quality; vocational education; servqual
- Abstract
The research aims to determine the level of quality service of education in Public Vocational Schools in West Lombok. The research employed the ServQual (service quality) method, involving 200 students of Public Vocational Schools in West Lombok who were selected through cluster proportional random sampling. The data were collected using questionnaires using Likert scale. The research dimension and instruments were adapted from the previous publication, consisting of the aspects of reliability, responsiveness, assurance, empathy, and physical/tangible feature. All data were analyzed statistically by descriptive statistics and comparative analysis. The research showed that there was a significant difference of quality service of education between reality and students’ expectation. The average value of students’ expectation on the 5 aspects of the quality of education service was higher than the average value of reality. It inferred that the level of quality service of education in public vocational schools in West Lombok was not satisfactory yet.
- Copyright
- © 2019, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Surya Karwati AU - Sukardi Sukardi AU - Syafruddin Syafruddin PY - 2019/04 DA - 2019/04 TI - The Study of Quality Service of Education in Public Vocational Schools in Using ServQual Model BT - Proceedings of the 3rd Asian Education Symposium (AES 2018) PB - Atlantis Press SP - 385 EP - 387 SN - 2352-5398 UR - https://doi.org/10.2991/aes-18.2019.87 DO - 10.2991/aes-18.2019.87 ID - Karwati2019/04 ER -