Dimension of Tangible in Quality of Higher Education Services Based on Undergraduate Student’s Perception

Hanif Kadri; Widiawati Widiawati; Lusi Susanti; Ermita Ermita

doi:10.2991/978-2-494069-33-6_7

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Dimension of Tangible in Quality of Higher Education Services Based on Undergraduate Student’s Perception

Authors

Hanif Kadri¹, Widiawati Widiawati¹^{, *}, Lusi Susanti¹, Ermita Ermita¹

¹Department of Educational Administration, Universitas Negeri Padang, Padang, Indonesia

^*Corresponding author. Email: widiawati@fip.unp.ac.id

Corresponding Author

Widiawati Widiawati

Available Online 22 December 2022.

DOI: 10.2991/978-2-494069-33-6_7 How to use a DOI?
Keywords: Service Quality; Tangible; Undergraduate Student Perception
Abstract: Providing services quality for students as the main customers of education is the main task of universities as service providers in the field of higher education. Service quality, one of which is the tangible dimension, has become a concern for universities so that it has a positive impact on customer satisfaction. This study aims to determine undergraduate students’ perceptions of the dimensions of the tangible dimension of services quality at higher education. This research was conducted with a mix method approach. A total of 282 students from a state university participated in this study. Research data were collected through questionnaires and open-ended questions. Quantitative data were analyzed using descriptive statistical analysis. While the qualitative data were analyzed by analysis, reduction and drawing conclusions. The results showed that in general students have a relatively good perception on the dimensions of tangible in higher education with an achievement percentage of 85.89%. Nevertheless, the dimension of tangible still need to be improved, for example the availability of facilities to support learning in the classroom. This implication of this study is the importance of improvement the dimension of tangible that are able to meet improving educational services at higher education.
Copyright: © 2023 The Author(s)
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title: Proceedings of the 3rd Progress in Social Science, Humanities and Education Research Symposium (PSSHERS 2021)
Series: Advances in Social Science, Education and Humanities Research
Publication Date: 22 December 2022
ISBN: 10.2991/978-2-494069-33-6_7
ISSN: 2352-5398
DOI: 10.2991/978-2-494069-33-6_7 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

ris enw bib

TY  - CONF
AU  - Hanif Kadri
AU  - Widiawati Widiawati
AU  - Lusi Susanti
AU  - Ermita Ermita
PY  - 2022
DA  - 2022/12/22
TI  - Dimension of Tangible in Quality of Higher Education Services Based on Undergraduate Student’s Perception
BT  - Proceedings of the 3rd Progress in Social Science, Humanities and Education Research Symposium (PSSHERS 2021)
PB  - Atlantis Press
SP  - 56
EP  - 64
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-494069-33-6_7
DO  - 10.2991/978-2-494069-33-6_7
ID  - Kadri2022
ER  -

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