EVALUASI KINERJA LAYANAN PENDIDIKAN TINGGI: PENDEKATAN METODE IMPORTANCE-PERFORMANCE ANALYSIS

Slamet Slamet; Larasati Sukma Nurhidayah

doi:10.32478/evaluasi.v7i2.1858

Authors

Slamet Slamet
slametphd@manajemen.uin-malang.ac.id
Universitas Islam Negeri Maulana Malik Ibrahim Malang - Indonesia
Larasati Sukma Nurhidayah Universitas Islam Negeri Maulana Malik Ibrahim Malang - Indonesia

Keywords:

Kinerja Layanan, Importance-Performance Analysis, institusi perguruan tinggi

Abstract

Jumlah institusi perguruan tinggi tingkat nasional dan global cenderung terus meningkat yang berdampak kompetisi yang kuat. Dalam situasi kompetisi, kinerja layanan dalam perspektif mahasiswa merupakan key success factor perguruan tinggi berkelanjutan. Studi ini bertujuan untuk mengevaluasi kinerja layanan dari perspektif mahasiswa yang dilakukan di salah satu Universitas Islam Negeri di Jawa Timur . Studi ini menggunakan penelitian kuantitatif dengan pendekatan studi kasus. Instrumen berupa kuesioner yang berisi 45 item pernyataan yang terdistribusi ke dalam lima dimensi SERVQUAL. Populasi yaitu mahasiswa angkatan 2019–2021 dan sebanyak 385 mahasiswa berkontribusi dalam studi ini. Teknik pengambilan sampel yaitu random sampling. Berdasarkan editing, hanya 288 (74,81%) responden yang layak diproses lebih lanjut. Analisis data menggunakan metode Kategorisasi Indeks dan Importance-Performance Analysis. SPSS digunakan untuk membantu perhitungan data secara statistik. Hasil studi menunjukkan masih terjadi gap antara tingkat kepentingan yang diharapkan mahasiswa dengan kinerja layanan yang sesungguhnya. Sekitar 28% kinerja layanan mampu mempertemukan tingkat kepentingan mahasiswa. Selebihnya, kinerja layanan masih menunjukkan kinerja yang rendah dan ada beberapa atribut layanan yang kurang dipentingkan oleh mahasiswa.

Downloads

Download data is not yet available.

References

Abalo, J., Varela, J., & Manzano, V. (2007). Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings. Journal of Business Research, 60(2), 115–121. https://doi.org/10.1016/j.jbusres.2006.10.009

Ago, G. (2022). The Role of Islamic Human Resources Leadership in Higher Education in Improving Productivity of Academic Services. Al-Ulum, 22(2), 239–262. https://www.journal.iaingorontalo.ac.id/index.php/au/article/view/2970%0Ahttps://www.journal.iaingorontalo.ac.id/index.php/au/article/download/2970/1557

Anastasia, D., & Ciptono. (2001). Total Quality Management. Andi Offset.

Annur, C. M. (2022). Jumlah Perguruan Tinggi di Indonesia Tahun 2022. Databoks Data Series. https://databoks.katadata.co.id/datapublish/2023/03/01/jumlah-perguruan-tinggi-di-indonesia-capai-3107-unit-pada-2022-mayoritas-dari-swasta

Azwar, S. (2012). Penyusunan Skala Psikologi (2nd ed.). Pustaka Pelajar.

Azzopardi, E., & Nash, R. (2013). A critical evaluation of importance-performance analysis. Tourism Management, 35, 222–233. https://doi.org/10.1016/j.tourman.2012.07.007

Cambridge.Dictionary. (2023). Dictionary. Cambridge University Press & Assessment 2023. https://dictionary.cambridge.org/dictionary/english

Chi, X., Liu, J., & Bai, Y. (2017). College environment, student involvement, and intellectual development: evidence in China. Higher Education, 74(1), 81–99. https://doi.org/10.1007/s10734-016-0030-z

Coate, L. E. (1990). Implementing total quality management in a university setting: TQM at Oregon State University. Journal for Quality and Participation, 13(6), 90–95.

Coghlan, A. (2012). Facilitating reef tourism management through an innovative importance-performance analysis method. Tourism Management, 33(4), 767–775. https://doi.org/10.1016/j.tourman.2011.08.010

Cohen, J. F., Coleman, E., & Kangethe, M. J. (2016). An importance-performance analysis of hospital information system attributes: A nurses’ perspective. International Journal of Medical Informatics, 86, 82–90. https://doi.org/10.1016/j.ijmedinf.2015.10.010

Davies, A., & Thomas, R. (2002). Managerialism and accountability in higher education: The gendered nature of restructuring and the costs to academic service. Critical Perspectives on Accounting, 13(2), 179–193. https://doi.org/10.1006/cpac.2001.0497

Dwyer, L., Cvelbar, L. K., Edwards, D., & Mihalic, T. (2012). Fashioning a destination tourism future: The case of Slovenia. Tourism Management, 33(2), 305–316. https://doi.org/10.1016/j.tourman.2011.03.010

Fagan, J. (1998). The Future of The Northeast Ohio Workforce. In All Maxine Goodman Levin School of Urban Affairs Publications. https://engagedscholarship.csuohio.edu/cgi/viewcontent.cgi?article=1506&context=urban_facpub

Fandy, T. (2011). Service Quality and Satisfaction. Andi Press.

Ghobadian, A., Speller, S., & Jones, M. (1994). Service Quality Concepts and Models. International Journal of Quality & Reliability Management, 11(9), 43–66.

Ham, L., & Hayduk, S. (2003). Gaining Competitive Advantages in Higher Education : Analyzing the Gap ... International Journal of Value-Based Management, 16(3), 232–242. https://doi.org/https://doi.org/10.1023/A:1025882025665

Heslina. (2017). Pengaruh Kualitas Pelayanan Akademik Dan Non Akademik Terhadap Kepuasan Mahasiswa Program Studi Manajemen Stiem Bongaya. Jurnal Lmiah Bongaya (Manajemen & Akuntansi), XXI(1), 44.

Hossain, M. M. (2014). Pervasiveness of SERVQUAL and its potential for the standards for functional quality of service. International Journal of Services and Standards, 9(1), 67–83. https://doi.org/10.1504/IJSS.2014.061061

Hussain, K. (2011). The Assessment of Non-academic and Academic Service Quality in Higher Education. Eurasian Journal of Educational Research, 42, 95–116.

Indonesia Dictinoary. (2016). Indonesia Dictionary (Online). Education and Culture Ministry. https://kbbi.kemdikbud.go.id/

Indrajit, R. E., & Djokopranoto, R. (2011). Wealth Management. Andi Offset.

Izadi, A., Jahani, Y., Rafiei, S., Masoud, A., & Vali, L. (2017). Evaluating health service quality: using importance performance analysis. International Journal of Health Care Quality Assurance, 30(7), 656–663. https://doi.org/10.1108/IJHCQA-02-2017-0030

Kettunen, K., Alajoutsijärvi, K., Hunnes, J. A., & Pinheiro, R. (2022). Emergence and early institutionalization of competition in higher education: evidence from Finnish business schools. Tertiary Education and Management. https://doi.org/10.1007/s11233-022-09104-9

Ladhari, R. (2009). A review of twenty years of SERVQUAL research. In International Journal of Quality and Service Sciences (Vol. 1, Issue 2, pp. 172–198). https://doi.org/10.1108/17566690910971445

Lim Kok Seng, E., & Pei Ling, T. (2013). A Statistical Analysis of Education Service Quality Dimensions on Business School Students’ Satisfaction. International Education Studies, 6(8). https://doi.org/10.5539/ies.v6n8p136

Lynch, J., Carver, R., & Licata, J. M. (1996). Quadrant analysis as a strategic planning technique in curriculum development and program marketing. Journal of Marketing for Higher Education, 7(2), 17–32. https://doi.org/10.1300/J050v07n02_02

Martilla, J., & James, J. (1977). Importance-Performance Analysis: An easily applied technique for measuring attribute importance and performance can further the development of effective marketing programs. In Journal of Marketing (Vol. 41, Issue 1, pp. 77–79).

McLeay, F., Robson, A., & Yusoff, M. (2017). New applications for importance-performance analysis (IPA) in higher education: Understanding student satisfaction. Journal of Management Development, 36(6), 780–800. https://doi.org/10.1108/JMD-10-2016-0187

Mohebifar, R., Hasani, H., Barikani, A., & Rafiei, S. (2016). Evaluating Service Quality from Patients’ Perceptions: Application of Importance–performance Analysis Method. Osong Public Health and Research Perspectives, 7(4), 233–238. https://doi.org/10.1016/j.phrp.2016.05.002

Mostafa, M. M. (2006). Journal of Marketing for Higher Education A Comparison of SERVQUAL and I-P Analysis : Measuring and Improving Service Quality in Egyptian Private Universities A Comparison of SERVQUAL and I-P Analysis : Measuring and Improving Service Quality in Egyptian. November, 37–41. https://doi.org/10.1300/J050v16n02

Pandow, B. A., Inan, N. K., & Ananda, S. (2020). Evaluation of a Flipped Classroom Model: A Case Study from Oman. FIIB Business Review, 9(1), 15–22. https://doi.org/10.1177/2319714520909006

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its I-mplications for Future Research. Journal of Marketing, 49(1979), 41–50.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40.

Railya B Galeeva. (2016). SERVQUAL application and adaptation for educational service quality assessments in Russian higher education. Quality Assurance in Education, 4(3), 7–8.

Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A review. In International Journal of Quality and Reliability Management (Vol. 22, Issue 9). https://doi.org/10.1108/02656710510625211

Shahin, A., & Samea, M. (2010). Developing the Models of Service Quality Gaps: A Critical Discussion. Business Management and Strategy, 1(1), 2. https://doi.org/10.5296/bms.v1i1.395

Sheng, X., Simpson, P. M., & Siguaw, J. A. (2014). U. S. winter migrants’ park community attributes: An importance-performance analysis. Tourism Management, 43, 55–67. https://doi.org/10.1016/j.tourman.2014.01.013

Silva, F., & Fernandes, P. (2010). Using Importance-Performance Analysis in evaluating institutions of higher education: A case study. ICEMT 2010 - 2010 International Conference on Education and Management Technology, Proceedings, 121–123. https://doi.org/10.1109/ICEMT.2010.5657689

Spender, J. C. (2014). The business school model: A flawed organizational design? Journal of Management Development, 33(5), 429–442. https://doi.org/10.1108/JMD-02-2014-0019

Sukhdeep Kaur. (2016). Student Support Services in Higher Education: A Student Perspective. International Journal of Indian Psychology, 3(3). https://doi.org/10.25215/0303.166

Sultan, P., & Wong, ho Y. (2010). Service quality in higher education – a review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259–272. https://doi.org/10.1108/17566691011057393

Suroto, S., Nindiani, A., & Purba, H. H. (2016). Students’ Satisfaction on Academic Services in Higher Education Using Importance-Performance Analysis. ComTech: Computer, Mathematics and Engineering Applications, 8(1), 37. https://doi.org/10.21512/comtech.v8i1.3776

Susanty, M., Ningsih, T. W., & Rissa, M. F. (2019). Analysis of Customer Satisfaction with Importance Performance Analysis ( IPA ) Method in One of the Banking Industries. International Journal of Innovative Science and Research Technology, 4(7), 421–425.

Tampubolon, P. D. (2001). Perguruan tinggi bermutu (paradigma baru manajemen pendidikan tinggi menghadapi tantangan abad ke-21). PT. Gramedia Pustaka Utama.

Tan, K. C., & Kek, S. W. (2004). Service quality in higher education using an enhanced SERVQUAL approach. Quality in Higher Education, 10(1), 17–24. https://doi.org/10.1080/1353832242000195032

Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258. https://doi.org/https://doi.org/10.1108/QAE-06-2014-0028

Thaker, H. M. T., Khaliq, A., & Thaker, M. A. M. T. (2016). Evaluating the Service Quality of Malaysian Islamic Banks: An Importance-Performance Analysis Approach. International Journal of Business and Information; Sansia, 11(3), 341–364. https://search.proquest.com/docview/1850087775/abstract/685C3DBC7A7344FAPQ/21

Tian, X., & Martin, B. (2014). Business models for higher education: An Australian perspective. Journal of Management Development, 33(10), 932–948. https://doi.org/10.1108/JMD-06-2012-0075

Torang, S. (2014). Organisasi dan Manajemen. Alfabeta.

Waugh, R. F. (2002). Academic staff perceptions of administrative quality at universities. Journal of Educational Administration, 40(2), 172–188. https://doi.org/10.1108/09578230210421123

Weerasinghe, I. M. S., Lalitha, R., & Fernando, S. (2017). Students’ Satisfaction in Higher Education Literature Review. American Journal of Educational Research, 5(5), 533–539. https://doi.org/10.12691/education-5-5-9

Yanova, N. (2015). Assessment of Satisfaction with the Quality of Education: Customer Satisfaction Index. Procedia - Social and Behavioral Sciences, 182, 566–573. https://doi.org/10.1016/j.sbspro.2015.04.782

Yousapronpaiboon, K. (2014). SERVQUAL: Measuring Higher Education Service Quality in Thailand. Procedia - Social and Behavioral Sciences, 116, 1088–1095. https://doi.org/10.1016/j.sbspro.2014.01.350

Zareinejad, M., Kaviani, M. A., Esfahani, M. J., & Masoule, F. T. (2014). Performance evaluation of services quality in higher education institutions using modified SERVQUAL approach with grey analytic hierarchy process (G-AHP) and multilevel grey evaluation. Decision Science Letters, 3(2), 143–156. https://doi.org/10.5267/j.dsl.2013.12.002