Measuring service quality on educational services of engineering curriculum using SERVQUAL model

Abstract

This study is to investigate the perception and service expectation of engineering student to curriculum to measure quality of service. SERQUAL model developed by Parasuraman et al. is used to compare difference between expected and actually services perceived. The model proposes measuring service quality into five service dimensions. The survey was carried out from third and fourth year students in a case study of engineering faculty. The questionnaires of 1536 respondents from 19 curriculums are analyzed. It shows that the average score of perceived service quality in each dimension are as follow: Assurance 4.85, reliable 4.73, Tangible 4.53, empathy 4.72 and responsive 4.3 of full score of 7. The highest dimension is Assurance and the lowest dimension is Responsive. In all dimension by using t-test hypothesis, there are statistically significant difference between expectation and services perceived. Moreover, it is found that services perceived by students in all curriculums are statistically different. The work from this study would be the guideline for management to use to improve the level of education activity and service in engineering faculty.