The Development of Operant and Operand Service Quality in Higher Education Sector, based on Service Dominant Logic (A Study on Students of B Accredited Management Study Program in a Private Higher Education Government Agency Region VII in Surabaya)

Abstract

The education sector is a part of the service industry that has an important role in the development of a country. Higher Education sector has a significant development in the increasing competition in educational aspects, which leads to the need for analysis and learning about the service quality in higher education. This study used the management study programs on Kopertis (Private Higher Education Government Agency) Region VII in Surabaya with predicate accreditation of B, namely: Narotama University, Ciputra University, 17 Agustus 1945 University Surabaya, Bhayangkara University Surabaya, Pelita Harapan University Surabaya, University of Pembangunan Nasional Veteran of East Java Surabaya, Wijaya Kusuma University Surabaya, Wijaya Putra University Surabaya, and Yos Sudarso University Surabaya. B accreditation explained that the program already has an eligibility in providing higher education, but it needs to be developed to improve the accreditation with predicate of A. The analysis technique used in this study is SEM (Structural Equation Models). The research used the software AMOS (Analysis of Moment Structure). The questionnaires were distributed to students at universities that have management study programs with B accreditation at Kopertis Region VII in Surabaya. The descriptive data that used were the origins of university, gender and semester level of the students. There were 300 respondents, where the sampling technique is proportional random sampling