Track: Quality Control and Management

Abstract

Government regulation on international educational unit encourages schools to have ISO 9001 certification so that the development of the ISO 9001 certification in school from year to year increases. Ideally, a school with ISO 9001 has better quality than the school that is not certified. However, many people still doubt the effectiveness of ISO 9001 certification in school in terms of improved quality and student satisfaction. Along with these problems, we need a research to identify and measure the perceptions of students in vocational schools certified ISO 9001 and vocational schools Non-ISO 9001 and determine the service attributes that affect student satisfaction using servqual and gap analysis. The data is taken through a survey of 150 students from five vocational schools certified ISO 9001 and five vocational schools Non-ISO 9001. The survey results based on the gap analysis shows almost the attributes is negative and not much difference between the perceptions of students of certified ISO 9001 and non-certified ISO 9001 vocational school.