Analysis Of The Quality Of Educational Services Using The Servqual And Quality Function Deployment Method In The Medan State Polytechnic Accounting Department
Introduction
The Medan State Polytechnic Accounting Department has been facing complaints from students regarding the quality of education services. To address this issue, this study employed the Servqual and Quality Function Deployment (QFD) method to identify the gaps in service quality and prioritize improvement actions. The Servqual method is used to measure the gap between students' expectations and the reality of the service received, while the QFD method is used to translate students' needs and desires into concrete actions.
Background
The quality of education services is a critical factor in determining the satisfaction of students in higher education institutions. The Medan State Polytechnic Accounting Department, like many other institutions, faces challenges in providing high-quality education services. Students' complaints and dissatisfaction with the quality of education services can lead to a decline in student satisfaction, which can ultimately affect the reputation of the institution.
Methodology
This study used the Servqual method to identify the service attributes that are important for students and measure the gap between their expectations and the reality of the service received. The Servqual method consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study also applied the QFD method to translate students' needs and desires into concrete actions. The QFD method involves building a House of Quality (HOQ) matrix that identifies priority improvement based on relative weight.
Results
The results of the Servqual analysis showed that there was a negative gap in the whole service variable, which means that students are not satisfied with the services provided. The largest gap was found in the curriculum variable, with a value of -0.776. This shows that students feel less satisfied with the existing curriculum. The QFD analysis showed that supporting facilities and equipment, such as laboratories, are a priority for repair with a relative weight of 7.0071%. This is in line with the needs of students who want better quality learning.
Discussion
The results of this study highlight the importance of understanding students' perceptions of improving the quality of education services in the Medan State Polytechnic Accounting Department. The study shows that improving the quality of supporting facilities/equipment and the development of lecturer competencies is a strategic step that needs to be prioritized. The study also recommends that the institution should perform curriculum evaluating regularly and involving students in the development process to ensure relevance to the needs of the world of work.
Conclusion
This study provides insights into the quality of educational services in the Medan State Polytechnic Accounting Department and highlights the importance of understanding students' perceptions of improving the quality of education services. The study recommends that the institution should prioritize improving the quality of supporting facilities/equipment and the development of lecturer competencies. By taking these steps, the Medan State Polytechnic can improve the quality of education services in the Accounting Department and increase student satisfaction.
Recommendations
Improving the Curriculum
- Performing curriculum evaluating regularly
- Involving students in the development process to ensure relevance to the needs of the world of work
Improving the Quality of Facilities/Equipment
- Investing in modern laboratory equipment
- Supporting an effective learning process
Developing Lecturer Competencies
- Providing training and professional development for lecturers
- Improving the quality of teaching and research
Limitations
This study has some limitations. The study only focused on the Medan State Polytechnic Accounting Department and did not consider other departments or institutions. The study also relied on students' perceptions and did not consider other stakeholders' perspectives.
Future Research Directions
This study provides a foundation for future research on improving the quality of educational services in higher education institutions. Future studies can explore other methods for improving the quality of education services, such as the Balanced Scorecard or the Six Sigma method. Future studies can also consider other stakeholders' perspectives, such as lecturers' or administrators' perspectives.
Conclusion
In conclusion, this study highlights the importance of understanding students' perceptions of improving the quality of education services in the Medan State Polytechnic Accounting Department. The study recommends that the institution should prioritize improving the quality of supporting facilities/equipment and the development of lecturer competencies. By taking these steps, the Medan State Polytechnic can improve the quality of education services in the Accounting Department and increase student satisfaction.
Q: What is the Servqual method and how is it used in this study?
A: The Servqual method is a tool used to measure the gap between customers' expectations and the reality of the service received. In this study, the Servqual method is used to identify the service attributes that are important for students and measure the gap between their expectations and the reality of the service received.
Q: What is the Quality Function Deployment (QFD) method and how is it used in this study?
A: The QFD method is a tool used to translate customers' needs and desires into concrete actions. In this study, the QFD method is used to identify priority improvement based on relative weight and to translate students' needs and desires into concrete actions.
Q: What are the main findings of this study?
A: The main findings of this study are that there is a negative gap in the whole service variable, which means that students are not satisfied with the services provided. The largest gap is found in the curriculum variable, with a value of -0.776. This shows that students feel less satisfied with the existing curriculum. The QFD analysis shows that supporting facilities and equipment, such as laboratories, are a priority for repair with a relative weight of 7.0071%.
Q: What are the recommendations of this study?
A: The recommendations of this study are that the institution should prioritize improving the quality of supporting facilities/equipment and the development of lecturer competencies. The study also recommends that the institution should perform curriculum evaluating regularly and involving students in the development process to ensure relevance to the needs of the world of work.
Q: What are the limitations of this study?
A: The limitations of this study are that it only focused on the Medan State Polytechnic Accounting Department and did not consider other departments or institutions. The study also relied on students' perceptions and did not consider other stakeholders' perspectives.
Q: What are the future research directions of this study?
A: The future research directions of this study are to explore other methods for improving the quality of education services, such as the Balanced Scorecard or the Six Sigma method. Future studies can also consider other stakeholders' perspectives, such as lecturers' or administrators' perspectives.
Q: How can the findings of this study be applied in practice?
A: The findings of this study can be applied in practice by prioritizing improving the quality of supporting facilities/equipment and the development of lecturer competencies. The institution can also perform curriculum evaluating regularly and involving students in the development process to ensure relevance to the needs of the world of work.
Q: What are the implications of this study for the Medan State Polytechnic Accounting Department?
A: The implications of this study for the Medan State Polytechnic Accounting Department are that it should prioritize improving the quality of supporting facilities/equipment and the development of lecturer competencies. The institution should also perform curriculum evaluating regularly and involving students in the development process to ensure relevance to the needs of the world of work.
Q: What are the implications of this study for other higher education institutions?
A: The implications of this study for other higher education institutions are that they should also prioritize improving the quality of supporting facilities/equipment and the development of lecturer competencies. Institutions should also perform curriculum evaluating regularly and involving students in the development process to ensure relevance to the needs of the world of work.
Q: What are the future implications of this study?
A: The future implications of this study are that it can be used as a model for other higher education institutions to improve the quality of education services. The study can also be used to develop new methods for improving the quality of education services.