Service Quality Dimensions and Students’ Performance: Case Study in the Vocational Program of Universitas Indonesia

Abstract

. Service quality is complex because it is a multi-dimensional construct. Until recently, there has been no consensus among researchers on what the best dimensions and models are that can be used to evaluate the quality of services in college learning institutions. Even though there are more recent models, the service quality (SERVQUAL) model is often used to measure high quality of service. In this study, the effects of the dimensions of the SERQUAL model on student performance were evaluated. Questionnaires were distributed online. The structural equation model was employed to analyze the data. The results revealed no difference in student performance (Grade Average Point) between those who were selected by the PPKB-UI and SIMAK-UI. Although the tangible dimensions of the SERQUAL model, which includes physical appearance, infrastructure, and modern communication, were ranked highest by the respondents, the dimensions had no statistically significant impact on learning outcomes.