Students perspective in service quality for improvement in higher education: A case in industrial engineering department, Diponegoro University, Indonesia.

Education unit that carries out educational activities in the form of academics, include high schools, institutes, or universities. The leaders, lecturers, and employees must pay attention to customer satisfaction from the perspective of students as consumers. Student satisfaction must be the basis of management decisions, so universities must make increasing student satisfaction a fundamental goal. Total Quality Management (TQM) is a quality management system that focuses on customers by involving all levels of employees in continuous improvement. The education system, which prioritizes the tertiary education system, currently facing struggle for survival and increased pressure from stakeholders need to support "Delighting Customers" to continue to be relevant and sustainable in the future. "Delighting the Customer" is basically the core message in TQM. TQM is used as a workmanship in the research method. In this study we discuss and apply TQM concepts that are relevant for every aspect of academic life, namely for competition, learning and administration activities. This paper presents some results of a study investigating the quality in higher education. The case study involved industrial engineering Diponegoro University and data collected using TQM. The instrument consists of dimensions including Teaching students well, Availability of staff for student consultation, Library services, Computing facilities, Recreational facilities, Class size, Level and difficulty of subject content, and Student workload. The study involves carrying out mapping using the importance satisfaction matrix method whereby data is obtained through questionnaire distributed to students at the Department of Industrial Engineering, University of Diponegoro. From the survey collected, 300 respondents passed the validity and reliability test. Then the gap score was calculated using the Gap Analysis method and mapping done using the Importance Satisfaction Matrix method. The results of the study using the student satisfaction inventory method found that the dimensions of computing facilities have the most significant score gap and, in the mapping, using the importance satisfaction matrix obtained 8 attributes falls in quadrant I, which indicate these variables has below average satisfaction levels but the level of importance is quite high. [ABSTRACT FROM AUTHOR]