Implementing Importance-Performance Analysis (IPA) for Measuring Students Satisfaction Levels

Abstract

Understanding student perceptions and levels of satisfaction with the services provided are one way for colleges to increase their competitive advantages. Most of the colleges have established a quality control system to evaluate services that have been provided to students. However, the service evaluation questionnaire only measures the level of performance on each service attribute provided. While the colleges have limited resources, so it would be better if prioritizing improvements to service attributes that are rated important from the student's perspective. Importance-performance analysis (IPA) can be used to resolve this problem. IPA provides valid information on which products or services should be prioritized for immediate improvement. The results of this evaluation will provide a clear sight of which service attributes are already good, and which service attributes are still not good. Implementing IPA for measuring student satisfaction levels provide an overview of service attributes that are very important based on the students' perspective. So the college can improve the quality of services that are assessed most important to increase student satisfaction in the future.