Wayan Jaman Adi Putra
This study identifies the determinant factors of post graduate student satisfaction on service quality in the higher education sector which covers three aspects of higher education services, namely: (a) academic services, (b) administrative services, and (c) support services. This study uses five dimension of SERVQUAL(tangible, reliability, responsiveness, empathy and assurance) that is modified to specify each aspect of high education services.This education survey aims to capture the perceptions and expectations of students on the services that they feel for evaluating student satisfaction on the general service about perceived quality based on gap analysis. The findings of this analysis about student satisfaction can give benefits on the management of higher education as a reference in fixing the gap between perception and expectation on higher education services on an ongoing basis to gain a competitive advantage in facingother higher education institutions. The measurement of university students that is doneto continuously can help improve the service quality, creatinga good foundation to achieve higher goals and more focus on students as the primary customers.
Department of Management, Faculty of Economics, Universitas Negeri Malang, Indonesia
