PENGENALAN ATRIBUT SERVQUAL KEPADA PARA GURU SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN PENDIDIKAN
Article Sidebar
Main Article Content
Abstract
Lembaga pendidikan Pelangi setiap tahunnya menghadapi permasalahan dengan menurunnya jumlah siswa baru yang masuk. Kondisi ini diduga adanya persaingan yang ketat mengenai kualitas layanan pendidikan di lembaga-lembaga pendidikan lain. Untuk itu pengenalan mengenai Atribut Skala Service Quality (SERVQUAL) penting untuk diketahui oleh para guru sebagai upaya dalam meningkatkan kualitas pelayanan pada Sekolah Swasta Pelangi yang diharapkan dapat menambah jumlah penerimaan siswa baru. Kegiatan pengabdian dilaksanakan dengan metode seminar, dengan menyampaiakan materi dan diskusi kelompok Evaluasi pasca kegiatan melalui kusioner dan wawancara menunjukkan bahwa pengetahuan guru mengenai SERVQUAL meningkat 85% dan lebih siap dalam menerapkan konsep tersebut di sekolah.
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Ali, F., & Amin, M. (2020). The role of service quality in higher education: An empirical investigation of SERVQUAL model. International Journal of Education Management, 34(5), 1021-1035. https://doi.org/10.1108/IJEM-08-2019-0298
Chen, Y., & Chen, P. (2020). Evaluating service quality in higher education using SERVQUAL: Evidence from Taiwan. Journal of Education and Practice, 11(20), 45-58. https://doi.org/10.7176/JEP/11-20-05 .
Gupta, A., & Singh, P. (2023). Training teachers service quality improvement in Indian schools: Lessons from SERVQUAL implementation. International Journal of Educational Development, 98,102-115. https://doi.org/10.1016/j.ijedudev.2022.12.003
Kotler, P. (2009). Marketing Management (13th ed.).Pearson Education.
Kumar, R., & Kumar, S.(2022). Achieving national standards through teacher training programs in India. Journal of Education Administration, 60(3), 345-360. https://doi.org/10.1108/JEA-09-2021-0156
Lee, H., & Kim, J. (2019). Service quality dimensions in private education: A SERVQUAL analysis. Asia Pasific Education Review, 20 (4), 567-580. https://doi.org/10.1007/s12564-019-09602-5
Liu, Y., & Wang, Q. (2021). Stakeholder theory in Education:Implications for Service Quality Improvement. Educational Management Administration & Leadership, 49(5), 789-805. https://doi.org/10.1177/1741143220982945 .
Munawaroh, S. (2000). Pengukiran Kualitas Jasa Pendidikan Menggunakan Model SERVQUAL. Jurnal Pendidikan, 25(2), 150-165.
Nguyen, T.T., &Nguyen, V.C. (2019). Applaying SERVQUAL to measure service quality in higher education: A case study in Vietnam. Journal of Asian Finance, Economics and Business, 6(2), 237-246. https://doi.org/10.13106/jafeb.2019.vol6.no4.237
Pham, H.T., &Tran, T.T(2020). Service Quality in Education: A SERVQUAL approach in Vietnamese Universities. International Journal of Education Management, 34(7), 1245-1260. https://doi.org/10.1108/IJEM-09-2019-0356
Rahman, S., & Haque, A. (2021). Assesing service quality in private schools using SERVQUAL: A Case study in Bangladesh. Journal of Education and Practice, 12(15), 78-89. https://doi.org/10.7176/JEP/12-15-09
Tan, Q., & Goh, Y.N. (2020). Stakeholder engagement in education: Enhacing Service quality through SERVQUAL dimension. Educational Administration Quarterly, 58(3), 456-478. https://doi.org/10.1177/0013161X211055678
Wijaya, T., & Suryadi, K. (2023). Improving educational service quality in Indonesia: Application of SERVQUAL in primary schools. Journal of Indonesian Education and Development, 7(2), 112-125. https://doi.org/10.23887/jied.v7i2.56789
Wirawan, A. (2013). Pemangku kepentingan dalam Pendidkan: Analisis Peran dan Pengaruhnya. Jurnal Manajemen Pendidikan, 12(1), 45-60.
Zhang, L., & Wang, H., &Li, X. (2021. Stakeholder involvement in educational quality assurance: A case study from China. International Journal of Educational Management, 35(4), 789-802. https://doi.org/10.1108/IJEM-08-2020-0378