Ayu, Sapitri (2024) Pengukuran Kualitas Layanan Pendidikan Universitas Islam Riau Dengan Menggunakan Model I-hesqual. Other thesis, Universitas Islam Riau.

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Abstract

This research aims to determine the measurement of service quality at Riau Islamic University using the Importance Performance Analysis (IPA) and Potential Gain In Customer Value (PGCV) methods. To determine priority service criteria that must be improved, the design of this research is a quantitative approach using the I-HESQUAL method. -IPA-PGCV. The population in this study were students at the Islamic University of Riau Pekanbaru, to determine the sample in this study using the Krejcie and Morgan method with a sample size of 300 respondents. The sampling technique was the Cluster Random Sampling Technique. The results of this research show that the gap value is still negative for each attribute. This shows that there are still attributes that need to be improved in service quality. Based on the results of the IPA calculations, there are still five attributes in quadrant I (One) that need to be made a top priority to improve service quality. And in quadrant III (Three) there are still six attributes which are also priorities for improving service quality. By using PGCV measurements, it can be seen that there is still an attribute that is the main priority for improvement in measuring service quality, namely that the campus must provide stable Wi-Fi access.

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