Service Quality Analysis Education Faculty of Economic Riau University with Servqual Methode

Rio Jonnes M. Marpaung


The aim of this research is to examine the service quality on Strata one program Faculty of Economy Riau University by compare between students’ expectations with students’ perceptions of service quality that they have been received. While the benefits of this research are as guideline for constitution party in order to maintain the quality and improve their the service quality by fixing things that can lead the poor service quality by using conceptual mode of the gap between the perceptions and expectations of students / customers.

Analysis that used is SERVQUAL analysis to measure the dimension of service quality wherein it has 5 dimensions, among others: Tangible, Reliability, Responsiveness, Assurance, and Empathy, used Microsoft Excel which the results are the gap between expectations and perceptions. And for examine whether the gap are significant or not by using SPSS 16.0.The next step was mapping the position of each service quality dimensions to each quadrant with   Importance Performance Analysis.

Result of this research is there were found gap between expectations and students’ perceptions to the service quality in Faculty of Economy at Riau University. With the level of expectations are 4,54 while perceptions are 3,44, score of the gap Sevqual have negative values in amount of -1,10. And the IPA analysis result showed that all items or dimensions have negative gaps, there are 8 items of 22 items on quadrant A or main priority which indicated weak services quality in Faculty of Economy at Riau University so that it means the service quality in Faculty of Economy still need improvement.

Keyword: Servqual, Importance Performance Anlyasis, and Service quality of Education

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