Aisyah Larasati, Laili Hidayati, Lismi Animatul Chisbiyah
This research aimed to design a service quality model for a vocational higher education. Data was collected through a focus group discussion and an online survey. The focus group discussion involved six groups of student in which each group consisted of seven students. The online survey was fulfilled by 429 students. The results of the focus group discussion was used to determine factors used in the online survey. The results of the online survey were used to build a service quality model using a linier regression and a neural network model. The linier regression model showed the factors that have a significant effect on the service quality were the condition of the classroom, the laboratory, and the supporting infrastructure. On the other hand, the neural network model showed the factors that influenced service quality were the condition of the classroom, the supporting infrastructure, and the service delivered by the laboratory staff. These results implied that even though in vocational higher education curriculum, the theory content was only 30% of the entire course load, the condition of the classroom was still has a significant effect on student satisfaction. © Research India Publications.
Department of Industrial Technology, State University of Malang, Jl. Semarang no. 5, Malang, 65145, Indonesia
