indonesia Implementation of Service Quality and Importance Performance Analysis Methods for Evaluating Service Quality Improvement at SMK Pekerjaan Umum Negeri Bandung
DOI:
https://doi.org/10.32897/retims.2025.6.2.3812Keywords:
Vocational School, Service Quality, Importance Performance AnalysisAbstract
This study aims to analyze the service quality at SMK Pekerjaan Umum Negeri Bandung using the Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) methods. The SERVQUAL method was used to measure the perceptions and expectations of students/alumni regarding five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The Importance Performance Analysis (IPA) method was used to map service attributes into four quadrants on a Cartesian diagram, which indicates priority areas for improvement. IPA helps identify areas that need immediate improvement based on the importance of specific attributes to customers and the institution's performance in meeting those attributes. The purpose of using IPA is to determine which attributes should be prioritized for service quality improvement, particularly those with high importance but low performance. The study involved 223 respondents. Gap analysis revealed discrepancies in the dimensions of tangibles (-0.05), responsiveness (-0.04), and empathy (-0.15). The results of the IPA showed that learning facilities, administrative services, and teacher competence need improvement. In conclusion, although the overall service quality is good, there are still areas that need enhancement, particularly in the dimensions of reliability and responsiveness.
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