Abstract
<p>he service quality is an important factor which affecting student performance, expectation and satisfaction in a boarding school. The traditional of Importance-performance analysis used to evaluate strength and weaknesses of a service quality factors. The models of Importance-Performance-GAP Analysis (IPGA) have developed by integrating the strengths of the importance and performance analysis (IPA) and the GAP analysis (Lin, et al. 2009). This study develops a 3D (three dimensions) service quality and gap model by extending the IPGA model through adding student expectations attribute. This method shows the useful of the IPEA (Importance-performance-expectation analysis) in 3D grid view and this method useful in evaluating service quality of school. This study identified 40 items and each item was rated using Likert scales that have a 5-point of levels. The results were obtained from 175 students from grade 7 to grade 12. The final result was divided in two different aspect; (1) management aspect and (2) building services and facility aspect. The IPA grid for management aspect shows that four items fall into fist quadrant (Keep up the good work), and seven items fall into the second quadrant (Concentrate here), two items fall into third quadrant (Low priority), and two items fall into forth quadrant (Possible overkill). The results of 3D IPEA are shown that two attribute putted in quadrant 3 and one attribute in quadrant 6. The findings of the study show that a management aspect and building facilities aspect are necessary to enhance the service quality of school. The results are useful to identifying real condition of building facility and help a boarding school to develop better service quality. </p>
Highlights
The variables of service quality increase customer satisfaction based on many researchers studies
The importance and performance analysis (IPA) grid for management aspect shows that four items fall into fist quadrant (Keep up the good work), and seven items fall into the second quadrant (Concentrate here), two items fall into third quadrant (Low priority), and two items fall into forth quadrant (Possible overkill)
The objective of this research was to evaluate the use of 3D importance-expectation analysis (IPEA) model as a tool to measure the service quality of boarding school and evaluate the GAP between each attributes
Summary
The variables of service quality increase customer satisfaction based on many researchers studies. The objective of this research was to evaluate the use of 3D IPEA model as a tool to measure the service quality of boarding school and evaluate the GAP between each attributes. This method can be implemented in other boarding schools which have similarity in attributes and as a performance outcome measure from student as respondent. This research develops 3D (three dimensions) of service quality gap model by extending the IPGA model through adding student expectations attribute. This method shows the usefulness of the IPEA method in 3D grid view and this method useful in evaluating service quality of school
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