ANALISIS KUALITAS LAYANAN DENGAN MENGGUNAKAN METODE SERVQUAL DI LSP P1 UNIVERSITAS ISLAM 45 BEKASI
DOI:
https://doi.org/10.35446/dayasaing.v12i3.3107Keywords:
Kualitas Layanan; SERVQUAL; Persepsi; Harapan; Gap; LSP P1Abstract
This study aims to analyze the quality of certification services at the Professional Certification Institute (LSP) P1 of Universitas Islam 45 Bekasi using the SERVQUAL method. The study employed a descriptive quantitative approach involving 267 respondents and 15 indicators across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data analysis included the calculation of average perception, expectation, gap scores, paired samples correlation, and paired samples t-test. The results show that the average perception scores ranged from 4.21 to 4.44, while expectation scores ranged from 4.40 to 4.60. All indicators exhibited negative gap values, with an overall average gap of −0.178. Reliability recorded the largest gap (−0.223), followed by Responsiveness (−0.210), Assurance (−0.180), Tangibles (−0.160), and Empathy (−0.117). The paired samples t-test revealed significant differences in 14 indicators, while one indicator showed no significant difference. These findings indicate the need to improve service quality, particularly in reliability and responsiveness, to meet participants' expectations and support continuous improvement in certification services.
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