Evaluation of Educational Service Quality of Vocational High School (VHS) Based on Importance Performance Analysis (IPA) Quadrant*

Evaluation of Educational Service Quality of Vocational High School (VHS) Based on Importance Performance Analysis (IPA) Quadrant*

  • Sukardi , Faculty of Teachers Training and Education & Postgraduate, University of Mataram, Mataram, INDONESIA
  • Wildan , Faculty of Teachers Training and Education & Postgraduate, University of Mataram, Mataram, INDONESIA
  • Muh. Fahrurrozi , University of Hamzanwadi, Selong, INDONESIA

ABSTRACT

Purpose: The level of educational service quality of the Vocational High School (hereafter VHS) is presumably still so low that it is urgent to conduct a comprehensive evaluation study. This evaluation study aimed at analyzing the level of quality of the vocational education service in VHS based on the Importance Performance Analysis (IPA). Methodology: This study is realized through the five-dimension service quality model: tangible, reliability, responsiveness, credibility, and empathy. The sample involved 576 VHS alumni drawn by using cluster random sampling from 6 (six) Districts/Municipalities in West Nusa Tenggara (NTB) Province, Indonesia. The instrument contains 22 questions in the form of a valid and reliable Likert scale. The overall data were analyzed comparatively to determine the suitability of using the IPA quadrant.

Findings: It shows that the quality of vocational services is still low. Of the five dimensions, tangible and reliability dimensions are the lowest aspect of customer satisfaction (alumni). Almost all aspects of the two dimensions are in Quadrant 1, such as: renewal of references, Web pages, practice-oriented subjects, extended experience teachers, and so on. Implications for Research and Practice: Based on the data analysis, it is concluded that it is important to restructure the management of the vocational education that meets service quality.

Keywords: Evaluation, Service Quality, Education, Importance Performance Analysis