Abstract:
University offers services for community to develop a human capability, which are ready as part of labor force in a region. The services are blended of processes, curriculum, lecturer, environment, and infrastructures. The university is guided by the vision and mission, and always assess their performance systematically to judge that they are in a right direction.
Performance measurement is not only in financial aspect but also a quality of services must take into account. Faculty is an operational unit within university, hence it must measure their performance regularly. This paper has an objective to study a services quality performance measurement, and identify a key factors affected performance. The result indicated a service quality performance measurement gives a guidance in service quality control and improvement. A SERVQUAL approach provides a clear measurement of service quality and performance measurement is an important step in quality assurance. Student plays an essential role in performance measurement at unit (department) level, which complement a faculty level measurement.
