Budiningsih, Benedicta (2021) Analisis Kualitas Pelayanan Pendidikan Berdasarkan Importance-Performance Analysis (IPA) Studi Kasus Di ASMI Santa Maria Yogyakarta. Analisis “Jurnal Bisnis dan Akuntansi”, Volume 20, No. 01, November 2021, 20 (01). ISSN 1978-9750

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Abstract

The aim of this study is to determine the Quality of Education Services at ASMI Santa Maria Yogyakarta from the five dimensions of SERVQUAL (reliability, responsiveness, assurance, empathy, and physical evidence); gap analysis between student perceptions and expectations, and service attributes that are considered important by students. This research is quantitative descriptive; The respondents who became the object of research were 102 final semester students of the Office Administration Study Program, Management Study Program, and Public Relations Study Program in ASMI Santa Maria Yogyakarta during October 2020. The data collection technique was through a questionnaire, while the analysis used Importance Performance Analysis (IPA). The results showed that the quality of service at ASMI Santa Maria Yogyakarta was quite good, it could be seen from the average number of the five dimensions equal to or more than the predetermined cut off point value. Even so, there are still attributes whose conformity level values indicate importance > rating level or it can be said that Expected Service > Perceived Service, so improvements need to be prioritized.

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