Measuring Service Quality of Lecturer in Covid-19 Condition



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Submitted Jan 28, 2022
Published Feb 19, 2022
10.24018/ejbmr.2022.7.1.1285

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This study assesses the quality of lecture services at the University of Trunojoyo Madura, a State University on Madura Island, Indonesia. The instrument of SERVQUAL was developed by Parasuraman in 1985, then modified to measure student satisfaction with the quality of lecturer services during the Covid-19 pandemic. The self-made questionnaires were then distributed to students and collected again after being answered. The findings have revealed positive service gap patterns (differences between student perceptions and expectations) on almost all twenty attributes and all service dimensions (except the assurance dimension). This shows that the service quality level at the University of Trunojoyo Madura has met student expectations, especially in the tangibility dimension has the highest score. Given the increasing demand for service quality, and to build student satisfaction, it is necessary to increase the lack of quality of the lecture services, especially in the assurance dimension. This is done to keep the competitiveness of University of Trunojoyo Madura as a state campus on the island of Madura not decreasing.

Keywords: service quality; students’ expectations; students’ perceptions and satisfaction

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