Abstract:
Performance measurement within organization is not only in financial
aspect but also in a quality of services must take into account. This measure
becomes extremely important when organization focus in purely delivering
services, such as in higher education institution. This paper has an objective to
identify key factors which affect services quality performance of the operational of
the higher education organization. A SERVQUAL approach provides a description
of the service quality, and factor analysis guides a clear overview of an important
factor of the service quality performance. The approach was applied to measure
performance of the service quality within the Faculty of Social and Political
Science. Parahyangan Catholic University. The result indicated a service quality
performance measurement gives guidance in service quality control and
improvement.
