Kualitas Layanan  Citra  dan Kepercayaan Institusi Dalam Memprediksi Praktik Pendidikan Tinggi Berkelanjutan

Aditya Pandowo; Miryam Lonto

doi:10.53682/mk.v6i2.12791

Authors

Aditya Pandowo Universitas Negeri Manado
Miryam Lonto Universitas Negeri Manado

DOI:

https://doi.org/10.53682/mk.v6i2.12791

Keywords:

image, trust, service quality, higher education sustainability

Abstract

Tujuan penelitian ini adalah untuk mengimplementasikan penggunaan metode SERVPERF dalam mengukur kinerja layanan pada sektor lembaga pendidikan tinggi. SERPERF merupakan metode evaluasi kinerja kualitas pelayanan yang menjadi perbaikan dari metode SERVQUAL yang selama ini lebih dikenal. Data dalam penelitian ini menggunakan data primer dimana responden ditarik dari sivitas akademika perguruan tinggi dengan kriteria telah menempuh masa studi minimal 1 tahun (2 semester). Dengan menggunakan structural equation model, hasil penelitian menunjukkan praktek pendidikan tinggi berkelanjutan secara langsung dipengaruhi oleh kualitas layanan, citra institusi, dan komitmen. Sementara itu, kepercayaan ditemukan tidak signifikan sebagai prediktor pendidikan tinggi berkelanjutan. Temuan lainnya menunjukkan adanya peran mediasi yang dilakukan oleh citra institusi dan kepercayaan atas hubungan kualitas layanan dan praktek pendidikan tinggi berkelanjutan. Hasil ini mendemonstrasikan peran citra dan kepercayaan institusi memegang peran krusial dalam mengimplementasikan pendidikan tinggi berkelanjutan. Temuan ini memberikan kontribusi bagi pemangku kepentingan lembaga pendidikan tinggi dalam mengambil kebijakan sehubungan dengan praktek berkelanjutan pada insititusi pendidikan tinggi.

The purpose of this research is to implement the use of the SERVPERF method in measuring service performance in the higher education institution sector. SERPERF is a service quality performance evaluation method that is an improvement of the SERVQUAL method, that has been better known. The data in this study used primary data where respondents were drawn from the college academic community, with the criteria of having taken a minimum study period of 1 year (2 semesters). Using the structural equation model, the results showed that sustainable higher education practices are directly influenced by service quality, institutional image, and commitment. Meanwhile, trust was found to be insignificant as a predictor of sustainable higher education. Other findings indicate the mediating role played by institutional image and trust in the relationship between service quality and sustainable higher education practices. These results demonstrate the role of institutional image and trust play a crucial role in implementing sustainable higher education. These findings may contribute to the stakeholders of higher education institutions in making policies with respect to sustainable practices in higher education institutions.

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