STUDENT SATISFACTION EVALUATION TOWARDS BPS&K 1 JAKARTA SENIOR HIGH SCHOOL EDUCATION SERVICES USING IMPORTANCE PERFORMANCE ANALYSIS METHOD

This research aims to find out the gap between student's perception and expectation towards education services and improvement priority mapping based on identifying service quality factors which considered most important by students and expected to improve education services quality at BPS&K 1 Jakarta Senior High School. Data collection techniques used questionnaires with five dimensions of service quality which was distributed to 100 samples. Data analysis was performed using conformity level analysis of importance and performance, gap analysis and mapping on the Cartesian diagram. Conformity level analysis and gap analysis results show that students are still not satisfied with the services provided by the school. All attributes on gap analysis results have negative overall value. Based on priority mapping results using Importance Performance Analysis method, there are nine attributes in quadrant A. Quadrant A shows attributes considered important by students but not implemented well, so that needs to be priority improvement.