Track: Total Quality Management

Abstract

The purpose of this research is to analyze service quality of training in Technical Education and Vocational Training that based on measurement of training service quality dimension and examine the effect of service quality on customer satisfaction. The method used in this research is SERVQUAL using primary data from survey questionnaire given to training students in BBPLK Bekasi and partial least square to detemine the effect of service quality. The results show that there were gaps in all attributes of service quality provided with the expected. And by using Matrix Importance Performance Analysis (IPA), there are two attributes that are included in the main priority for the improvement which is the attribute of training equipment in accordance with the latest technology and the quality of training materials and training modules. And from partial least squares, six from nine dimension of service quality are positively affect overall satisfaction. These dimensions can be priority reference for development and service quality improvement for TVET.

 Keywords: SERVQUAL, Education, Training, TVET, Service Quality, Importance-Performance Analysis (IPA), Partial Least Square