Student's Perspective on Service Quality in Andalas University Dormitory

Larisa, Anggraini (2017) Student's Perspective on Service Quality in Andalas University Dormitory. Diploma thesis, Universitas Andalas.

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Abstract

This study investigates the quality of dormitory services based on student’s perspective. According to residential management, the enrollment of student’s residential has increased gradually in Andalas University. In 2016, capacity of student’s residential is 1686 students, but only 1081 students can stay at dormitory because some rooms in bad condition. There are a lot of problems or complaints on water problems, leaky rooms, bathrooms, cleanliness and inadequalte facilities in residential college. In addition, there are 20% of last year student’s residential leave the dormitory (check out) before the time of contract runs out. The aims of this study are understanding the level of gap exists between expectation (Andalas University Dormitory) and perception students’s residetial in the context of service quality and evaluating the priority improvement services using Importance Performance Analysis. This study used stratified random sampling technique and 200 students residential was drawn. The questionnaire used Likert scale of 1 to 5, with the total question are 88. Gap analysis is calculated by subtracting the perception score from expectation score and got negative value for all dimension. A negative gap indicated that the actual service does not meet student’s expectation. Based on IPA, management should improve this following dimension services : responsiveness, tangible and assurance dimension. Hope it provide valuable feedback to housing administrators and facility managers of higher institutions, thus enabling them to improve the services in the future.

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