Importance Performance Analysis and Servqual Analysis for Measuring Students Satisfaction Levels Towards Facilities in the Classroom

Abstract

If a university is to be qualified, it must provide the best for its students, one of which is in terms of facilities. What is meant by facilities here are all the needs needed by students to facilitate, expedite and support in learning activities in classroom. Students will feel satisfied with the facilities provided if the facilities provided can support their learning system. Hamzanwadi University is one of the private universities that tries to provide the best for its students, one of which is in terms of facilities. However, the facilities provided on this campus are often complained of by students, therefore this research aims to study the level of appropriateness between perceptions and student expectations for the classroom. From the results of the analysis using Importance Performance Analysis and servqual analysis we found it that the service from the Hamzanwadi University campus to the classroom facilities could meet 50.30% of student expectations and still needed to be improved and increased by 49.70% in other services.