| Summary: | In order to improve education services quality, the school is one of the
important means to be taken care of along with development and demand change
as the change of the era. Therefore in addressing needs, school as an educational
entity should keep improving the performance of its services thus to compete in
education quality.
This research is conducted at SMK 3 Wonosari on service quality analysis
through Importance Performance Analysis (IPA) approach using ESQS. This
approach intends to help SMK 3 Wonosari in evaluating customer�s benefit and
school�s performance. This is not only performed to identify whether the
customer�s expectation has been fulfilled but also to identify functional and
dysfunctional service attributes, thus determining attributes priority for
improvement. Furthermore, from this model, recommendations for improvements
can be identified for SMK 3 Wonosari.
From the research results, it can be seen that the attribute to be improved
first is the practice learning equipments that are needed to be up to date with
technology developments, comfortable classrooms with supporting lighting,
comfortable temperature with a fan or air conditioning installation and attractive
accessories in the room in order to fulfill the expectations. It should also improve
a parking lot that is not worth using and sport arena (futsal) provision. Reliability,
well serviced students, and planned enthusiastic service thus it could become
coherent and purposeful. SMK 3 Wonosari also needs to respond quickly in the
service to the stakeholders thus the hospitality and attention to stakeholders are
properly secured.
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