Decision Support System to Choose Private Higher Education Based on Service Quality Model Criteria in Indonesia
Rina Indrayani, Ragil Pardiyono · Journal of Physics Conference Series · 2019
Abstract Ministry of Research and Technology of Higher Education in 2017 centralized universities in Indonesia to establish a foundation for classification and ranking of universities in Indonesia in the context of continuous improvement and health of the organization. The clustering is based on criteria 1) Quality of Human Resources, 2) Quality of Management, 3) Quality of Student Activities, and 4) Quality of Research & Publication. The following are the results of the clustering. Cluster 1 is a university whose input, process and output are in a very good category, cluster 2 is in good category, cluster 3 is categorized quite well, cluster 4 is in a poor category, and cluster 5 is very poorly categorized, Input, for example, is lecturer quality, while process is, for example, institutional accreditation and accreditation of the study program and the last output is seen from the many students who received various awards (Kemenristekdikti, 2017). The College Clustering System is very influential on prospective students in making decisions to choose universities to continue their studies. According to [1] higher education is the service industry and service quality is an important determinant of the success of higher education. According to [2] the quality of service is one of the main goals of universities to attract students. Based on that, this study will create a support system for the selection of universities from the 5 clusters based on the dimensions of Service Quality (SerQual), namely 1) Reliability, 2) Responsiveness, 3) Assurance, 4) Empathy, 5) Tangibles. According to [3] decision support systems are popular tools that help make decisions in an organization. One method in the Multi-Criteria Decision Making (MCDM) is AHP (Analytic Hierarchy Process). According to [4] this AHP is quite effective in simplifying and accelerating the decision-making process by solving the problem in its parts. After a pairwise comparisonby decision makers for each criterion and alternative to obtaining the value of the level of importance of the element in the form of a qualitative opinion. Relative comparison values are then processed according to AHP steps to determine the relative rank of all alternatives. Based on the processing and analysis of data that has been done in the previous section, it can be concluded that universities in cluster 2 are selected based on the criteria of Reliability, Responsiveness, Assurance, Empathy, and Tangibles with a value of 0.261.