Decision Support of System Performance Appraisal of Education Services Using Servqual and Analytical Hierarchy Process Method

Abstract

The growth of tertiary institutions is overgrowing. The area of West Java and Banten currently stands as many as 465 universities. This condition triggers increasingly fierce competition between universities to get the attention of consumers; in this case, prospective students - the purpose of the study to find criteria and sub-criteria. Moreover, those values obtained in each of the criteria and sub-criteria. Then, it can be used to evaluate the performance evaluation of Education services at FT-UMT. The method used in this study starts from the Scope Definition Determine the criteria and sub-criteria with Servqual, calculates with AHP, determines the number of each subcriteria excellent, good, average, satisfactory and poor). Servqual and AHP methods used in this study consist of 5 main criteria, such as tangibles, reliability, responsiveness, assurance, and empathy. An average bag value must be obtained if employees have excellent value> = 0.3880, good value> = 0.2491 and value <0388, Average value> = 0.1170 and value <0.2491, Satisfactory value> = 0.0885 and value <0.1170 and Poor value < 0.0885.