Evaluation of the Quality of Education Services

Abstract

This study aims to examine the implementation of the quality of education services at the Faculty of Health Sciences, Muhammadiyah University of Tangerang. After several problems were found such as; service procedures are still in a manual pattern, there are mismatches of data between Faculties and Universities, there has been no development for improving the skills of education personnel, leaders who rarely attend so that have an impact on obstruction of communication and decision making, and inadequate infrastructure. The data was reviewed through the evaluation component CIPP (Context, Input, Process, Product) and compared to 8 National Education Standard and Guidelines for the Quality Assurance System of the Muhammadiyah University of Tangerang. It was also assessed using five TERRA service quality indicators, including: (Tangibility, Empathy, Reliability, Responsiveness, Assurance). This study was performed using a qualitative approach with descriptive, evaluative, and cross-sectional case studies through interviews, observation, and document study. The results demonstrated the poor implementation of quality education services. This was reviewed through evaluation components: 1. Context (Quality standards of the Faculty of Health Sciences, Vision, Mission, Values and Goals, Development Plan) based on indicators (Tangibility, Empathy); 2. Input (students, teaching staff and education, financing, infrastructure) based on indicators (Tangibility, Empathy); 3. Process (decision making, learning activities) based on indicators (Responsiveness, Reliability); 4. Product (academic-performance, non-academic), based on indicators (Assurance).