Evaluasi kinerja layanan pendidikan tinggi: Pendekatan metode importance-performance analysis

The number of national and global higher education institutions continues to increase, and its impact is strong competition. In a competitive situation, service performance from a student perspective is a key success factor for sustainable higher education. This study evaluates service performance from a student perspective at one of the State Islamic Universities in East Java. This study uses quantitative research with a case study approach. The instrument is a questionnaire containing 45 statement items distributed into five SERVQUAL dimensions. The population is students from the 2019–2021 class, and 385 students contributed to this study. The sampling technique is random sampling. Based on editing, only 288 (74.81%) respondents were eligible for further processing. Data analysis uses the Categorization Index and Importance-Performance Analysis methods. SPSS is used to help calculate statistical data. The study results show that there is still a gap between the level of interest expected by students and actual service performance. Around 28% of service performance can meet the level of student interests. Moreover, service performance still shows low performance, and several service attributes are less important to students