AN ANALYSIS OF MEASUREMENT OF PERFORMANCE OF EDUCATIONAL SERVICES WITH EDUQUAL METHODS BASED ON DIFFERENCES ON STUDENT’S EXPECTATIONS AND PERCEPTIONS AND ITS CONTRIBUTIONS ON LOYALTY AND STUDENT LEARNING MOTIVATION

Abstract

The increasing number of universities causes the competition is getting tighter. The quality of
educational services is a major selling point, so that every university compete to provide quality
education for their customers (students). One way to determine the performance of the education
service is by comparing the student’s expectations and perceptions in educational services based
on   the   EDUQUAL’s   dimensions.   The   object   of   research   is   State   Polytechnic   of
Banjarmasin(Poliban).The purpose of this study are: (1) To find out whether there are differences
between   student’s   expectations   and   perceptions   of   educational   services   in   terms   of
EDUQUALdimensions; (2) Contribution of the quality of educational services to the student's
motivation; (3) Contribution of the quality of educational services to the student’s loyalty;

Data collecting by questionnaires, analyzed by: (1) descriptive analysis, to know the description
Expectation, Perception, Loyalty and Motivation of Student Learning; (2) Comparative Analysis,
to know the difference between expectations and perceptions by t-test, as well as to determine the
level of quality of educational services through a gap analysis; (3) Simple Linear Regression
Analysis to determine the relationship between Quality of Service (X) with the motivation to learn

(Y1), and the relationship between Quality of Service (X) with the motivation to learn (Y2); (4) Importance and Performance Matrix analysis to determine how the image quality of educational services in Poliban.

The results showed there was a gap between the expectations and perceptions of students about
educational services in Poliban, the gap is measured that the quality of educational services in
general are on the qualification of "Medium". After a simple linear regression analysis showed
that the quality of educational services has contributed to the Loyalty and Motivation Students