Transcript SERVICE QUALITY AT IALF (Case for General English student)

SERVICE QUALITY AT IALF
( Case for General English student )
Muhammad Himawan Sutanto
Baroya Mila Shanty
Trisakti Handayani
Djudiyah
INTRODUCTION
GLOBALIZATION CHALENGES -> LANGUAGE
LANGUAGE -> ACCESS INFORMATION
ENGLISH IS INTERNATIONAL LANGUAGE
LEARNING ENGLISH AT SCHOOL -> IT’S NOT ENOUGH > GET PRIVATE ENGLISH LESSON
• IALF -> ONE OF THE PRIVATE ENGLISH LESSON
• IALF -> INTERNATIONAL QUALIFICATION
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QUESTION RESEARCH
 What is the quality of service provided at IALF
Bali?
 Which is the best factor for measuring service
quality?
METHODOLOGY
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Population : Student of General English
Sampling : Multistage Cluster Sampling
Sample : Pre Intermediate level 1,2,3.
Venue (location) : Classroom
Data Collection Technique : Questionnaire
Data Analysis Technique :
• Qualitative and
• Quantitative
There were
 open ended question
– Characteristic respondent
– Reason their opinion
 close ended question
– Their opinion about the service quality
– The answer divided into:
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Agree totally;
agree up to a point,
have no opinion,
disagree and
disagree strongly
RESEARCH VARIABLES
 Facilities :
( Building, Parking Area, Study Area, RC Collections, Self Access
Materials, Computers, computers Program, Audio Visual
Resources, Language Laboratory, Classrooms, Merchandises )
 Instructors :
(Competence, experienced, Pay Individual Attention, The
Teaching Aids, The Teaching Methods, The Learning Materials)
 Non Academic Staff :
(Front Office, Resources Centre, Pay Individual Attention,
Handled complaints)
RESULTS
The results of the research divided in to two part :
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Characteristic respondent
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Their opinion about service quality:
– Facilities, instructors, and non academic staff.
Characteristic respondents:
– Age; 17 – 39
– Sex; Male: 25 & Female:16
– Education; SHS: 34, US: 9 & WS: 8
– Joint IALF; at this level:12 & before: 29
– Long course: 1 month – 2 years
Their opinion about the quality service describe in these pie chart
1. FACILITIES
The IALF Building is well designed for a language scholl
Building (F)
Disagree, 4,
10%
Have no
Opinion, 3, 7%
Agree up to a
Point, 23, 56%
Disagree
Strongly, 0, 0%
Agree Totally,
11, 27%
The IALF Parking area is spacious
Parking area (F)
Agree Totally,
Agree up to a
1, 2%
Disagree
Point, 0, 0%
Strongly, 5,
Have no
12%
Opinion, 4,
10%
Disagree, 31,
76%
The Study Area is conducive to study
Study area (F)
Disagree, 3,
7%
Have no
Opinion, 1, 2%
Agree up to a
Point, 20, 50%
Disagree
Strongly, 0, 0%
Agree Totally,
17, 41%
The Resource Centre Collections is comprehensive
Resource Centre (F)
Disagree, 1,
2%
Have no
Opinion, 7,
17%
Agree up to a
Point, 18, 44%
Disagree
Strongly, 0, 0%
Agree Totally,
15, 37%
Self Access Materials are easy to access
Access materials (F)
Disagree, 1,
2%
Have no
Opinion, 17,
42%
Disagree
Strongly, 0, 0%
Agree Totally,
11, 27%
Agree up to a
Point, 12, 29%
There are Enough Computers
Computers (F)
Disagree, 14,
34%
Have no
Opinion, 4,
10%
Disagree
Strongly, 0, 0%
Agree Totally,
9, 22%
Agree up to a
Point, 14, 34%
The Computer Program are easy to use
Computer program (F)
Disagree, 2,
5%
Have no
Opinion, 16,
39%
Disagree
Strongly, 0, 0%
Agree Totally,
13, 32%
Agree up to a
Point, 10, 24%
There are enough Audio Visual Resources
Audio visual resources (F)
Disagree, 5,
12%
Have no
Opinion, 7,
17%
Agree up to a
Point, 13, 32%
Disagree
Strongly, 0, 0%
Agree Totally,
16, 39%
The Language Laboratory is easy to use
Language laboratory (F)
Disagree, 1,
2%
Have no
Opinion, 16,
39%
Disagree
Strongly, 0, 0%
Agree Totally,
11, 27%
Agree up to a
Point, 13, 32%
The Classrooms are comfortable
Classrooms (F)
Disagree, 1,
2%
Have no
Opinion, 1, 2%
Agree up to a
Point, 21, 52%
Disagree
Strongly, 0, 0%
Agree Totally,
18, 44%
The IALF Merchandises are available when the customers wants
them
Merchandises (F)
Disagree
Strongly, 0, 0%
Disagree, 4,
10%
Have no
Opinion, 20,
48%
Agree Totally,
9, 22%
Agree up to a
Point, 8, 20%
2.INSTRUCTORS
The instructors are Competent in Teaching English
Competent (I)
Disagree, 0,
0%
Have no
Opinion, 4,
10%
Agree up to a
Point, 21, 51%
Disagree
Strongly, 0, 0%
Agree Totally,
16, 39%
The Instructors are Experienced in Teaching English
Experienced (I)
Disagree, 0,
0%
Disagree
Strongly, 0, 0%
Have no
Opinion, 4,
10%
Agree up to a
Point, 23, 56%
Agree Totally,
14, 34%
The Instructors Pay Individual Attention to each student
Pay individual atttention (I)
Disagree
Strongly, 2, 5%
Disagree, 6,
15%
Have no
Opinion, 13,
32%
Agree Totally,
4, 10%
Agree up to a
Point, 16, 38%
The Teaching Methods are Relevant to the Materials
Teaching methods (I)
Disagree, 1,
2%
Have no
Opinion, 3, 7%
Agree up to a
Point, 24, 59%
Disagree
Strongly, 0, 0%
Agree Totally,
13, 32%
The Teaching Aids Help Me to Understand the Materials
Teaching aids (I)
Disagree, 1,
2%
Have no
Opinion, 5,
12%
Agree up to a
Point, 14, 34%
Disagree
Strongly, 0, 0%
Agree Totally,
21, 52%
The Learning Materials are useful
Material learning (I)
Disagree, 1,
2%
Have no
Opinion, 5,
12%
Agree up to a
Point, 19, 47%
Disagree
Strongly, 0, 0%
Agree Totally,
16, 39%
3. Non Academic Staffs
Staff at the Front Office Give Information's based on student needs
Give information (S)
Disagree, 0,
0%
Have no
Opinion, 6,
15%
Agree up to a
Point, 14, 34%
Disagree
Strongly, 0, 0%
Agree Totally,
21, 51%
Staff at the Resource Centre have the Ability to give accurate
information on how to use the library
Ability (S)
Disagree, 0,
0%
Have no
Opinion, 12,
29%
Agree up to a
Point, 11, 27%
Disagree
Strongly, 0, 0%
Agree Totally,
18, 44%
The IALF Staff Pay Individual Attention to Each Student
Pay individual atttention (S)
Disagree
Strongly, 4,
10%
Agree Totally,
3, 7%
Agree up to a
Point, 10, 24%
Disagree, 6,
15%
Have no
Opinion, 18,
44%
Student Complaints are handled appropriately and promptly
Handled appropriately & promptly (S)
Disagree
Strongly, 0, 0%
Disagree, 1,
2%
Have no
Opinion, 23,
56%
Agree Totally,
6, 15%
Agree up to a
Point, 11, 27%
DISCUSSIONS
1. Facilities
 The building is well designed, the study area
is conducive for study, the resource centre
collection is comprehensive and the
classroom is comfortable
 Have no opinion about: self access material,
computer programs, language laboratory and
merchandises
 Parking area is not spacious and computer is
not enough
2. The Instructors
 They have a good competence, experienced
and pay individual attention to each student
 The teaching method is relevant
 The teaching aids help to understand
3. The Non Academic Staff
 Staff at front office give an information based on
their need and staff at RC have an ability to give
an accurate information
 Have no opinion about the staff pay individual
attention and handled the students complain
CONCLUSIONS
The purpose of this research:
1. The service provided at IALF
2. The best factor for measuring service quality
The result:
1. Some of facilities -> agree, some of -> have no
opinion and some of -> disagree: the instructor ->
agree: the non academic staff, agree for some
variable and have no opinion for the others.
2. The instructors is the best factor
4 major service characteristic:
1. Intangibility
2. Inseparability
3. Variability
4. Perishability
Suggest:
 Continuous improvement
Thanks for your Attention
Gerombolan Si Berat Ltd. Co.