service quality at ialf ( case for general english student ) muhammad himawan sutanto baroya mila...

SERVICE QUALITY AT IALFSERVICE QUALITY AT IALF( Case for General English ( Case for General English

student )student )

Muhammad Himawan SutantoMuhammad Himawan SutantoBaroya Mila ShantyBaroya Mila ShantyTrisakti HandayaniTrisakti Handayani

DjudiyahDjudiyah

INTRODUCTIONINTRODUCTION

GLOBALIZATION CHALENGES -> LANGUAGEGLOBALIZATION CHALENGES -> LANGUAGE LANGUAGE -> ACCESS INFORMATIONLANGUAGE -> ACCESS INFORMATION ENGLISH IS INTERNATIONAL LANGUAGEENGLISH IS INTERNATIONAL LANGUAGE LEARNING ENGLISH AT SCHOOL -> IT’S NOT LEARNING ENGLISH AT SCHOOL -> IT’S NOT

ENOUGH -> GET PRIVATE ENGLISH LESSONENOUGH -> GET PRIVATE ENGLISH LESSON• IALF -> ONE OF THE PRIVATE ENGLISH IALF -> ONE OF THE PRIVATE ENGLISH

LESSONLESSON• IALF -> INTERNATIONAL QUALIFICATIONIALF -> INTERNATIONAL QUALIFICATION

QUESTION RESEARCHQUESTION RESEARCH

What is the quality of service provided What is the quality of service provided at IALF Bali?at IALF Bali?

Which is the best factor for measuring Which is the best factor for measuring service quality?service quality?

METHODOLOGYMETHODOLOGY

• Population : Student of General EnglishPopulation : Student of General English• Sampling : Multistage Cluster SamplingSampling : Multistage Cluster Sampling• Sample : Pre Intermediate level 1,2,3. Sample : Pre Intermediate level 1,2,3. • Venue (location) : ClassroomVenue (location) : Classroom• Data Collection Technique : Data Collection Technique :

QuestionnaireQuestionnaire• Data Analysis Technique : Data Analysis Technique :

• Qualitative and Qualitative and • QuantitativeQuantitative

There were There were open ended question open ended question

– Characteristic respondentCharacteristic respondent– Reason their opinionReason their opinion

close ended questionclose ended question– Their opinion about the service qualityTheir opinion about the service quality– The answer divided into: The answer divided into:

Agree totally; Agree totally; agree up to a point, agree up to a point, have no opinion, have no opinion, disagree anddisagree and disagree stronglydisagree strongly

RESEARCH VARIABLESRESEARCH VARIABLES Facilities :Facilities :

( Building, Parking Area, Study Area, RC Collections, ( Building, Parking Area, Study Area, RC Collections, Self Access Materials, Computers, computers Self Access Materials, Computers, computers Program, Audio Visual Resources, Language Program, Audio Visual Resources, Language Laboratory, Classrooms, Merchandises ) Laboratory, Classrooms, Merchandises )

Instructors :Instructors :

(Competence, experienced, Pay Individual Attention, (Competence, experienced, Pay Individual Attention, The Teaching Aids, The Teaching Methods, The The Teaching Aids, The Teaching Methods, The Learning Materials)Learning Materials)

Non Academic Staff :Non Academic Staff :

(Front Office, Resources Centre, Pay Individual (Front Office, Resources Centre, Pay Individual Attention, Handled complaints)Attention, Handled complaints)

RESULTSRESULTSThe results of the research divided in to two part : The results of the research divided in to two part : Characteristic respondentCharacteristic respondent Their opinion about service quality: Their opinion about service quality:

– Facilities, instructors, and non academic staff. Facilities, instructors, and non academic staff.

Characteristic respondents:Characteristic respondents:– Age; 17 – 39Age; 17 – 39– Sex; Male: 25 & Female:16Sex; Male: 25 & Female:16– Education; SHS: 34, US: 9 & WS: 8Education; SHS: 34, US: 9 & WS: 8– Joint IALF; at this level:12 & before: 29Joint IALF; at this level:12 & before: 29– Long course: 1 month – 2 yearsLong course: 1 month – 2 years

Their opinion about the quality service describe in Their opinion about the quality service describe in these pie chartthese pie chart

1. FACILITIES1. FACILITIES

The IALF Building is well designed for a language schollThe IALF Building is well designed for a language scholl

Building (F)

Agree Totally, 11, 27%

Agree up to a Point, 23, 56%

Have no Opinion, 3, 7%

Disagree, 4, 10%

Disagree Strongly, 0, 0%

The IALF Parking area is spaciousThe IALF Parking area is spacious

Parking area (F)


Have no Opinion, 4,

10%

Disagree, 31, 76%

Disagree Strongly, 5,

12%


The Study Area is conducive to studyThe Study Area is conducive to study

Study area (F)




Disagree, 3, 7% Disagree

Strongly, 0, 0%

The Resource Centre Collections is comprehensiveThe Resource Centre Collections is comprehensive

Resource Centre (F)



Have no Opinion, 7,

17%

Disagree, 1, 2%


Self Access Materials are easy to accessSelf Access Materials are easy to access

Access materials (F)



Have no Opinion, 17,

42%

Disagree, 1, 2%


There are Enough ComputersThere are Enough Computers

Computers (F)



Have no Opinion, 4,

10%

Disagree, 14, 34%


The Computer Program are easy to useThe Computer Program are easy to use

Computer program (F)




39%

Disagree, 2, 5%


There are enough Audio Visual ResourcesThere are enough Audio Visual Resources

Audio visual resources (F)



Have no Opinion, 7,

17%

Disagree, 5, 12%


The Language Laboratory is easy to useThe Language Laboratory is easy to use

Language laboratory (F)




39%

Disagree, 1, 2%


The Classrooms are comfortableThe Classrooms are comfortable

Classrooms (F)





Strongly, 0, 0%

The IALF Merchandises are available when the The IALF Merchandises are available when the customers wants themcustomers wants them

Merchandises (F)




48%

Disagree, 4, 10%


2.INSTRUCTORS2.INSTRUCTORSThe instructors are Competent in Teaching EnglishThe instructors are Competent in Teaching English

Competent (I)



Have no Opinion, 4,

10%

Disagree, 0, 0%


The Instructors are Experienced in Teaching EnglishThe Instructors are Experienced in Teaching English

Experienced (I)



Have no Opinion, 4,

10%

Disagree, 0, 0%


The Instructors Pay Individual Attention to each studentThe Instructors Pay Individual Attention to each student

Pay individual atttention (I)


Agree up to a Point, 16, 38%Have no

Opinion, 13, 32%

Disagree, 6, 15%


The Teaching Methods are Relevant to the MaterialsThe Teaching Methods are Relevant to the Materials

Teaching methods (I)




Disagree, 1, 2%


The Teaching Aids Help Me to Understand the The Teaching Aids Help Me to Understand the MaterialsMaterials

Teaching aids (I)

Agree Totally, 21, 52%Agree up to a

Point, 14, 34%

Have no Opinion, 5,

12%

Disagree, 1, 2%


The Learning Materials are usefulThe Learning Materials are useful

Material learning (I)



Have no Opinion, 5,

12%


Strongly, 0, 0%

3. Non Academic Staffs3. Non Academic StaffsStaff at the Front Office Give Information's based on student needsStaff at the Front Office Give Information's based on student needs

Give information (S)

Agree Totally, 21, 51%Agree up to a

Point, 14, 34%

Have no Opinion, 6,

15%

Disagree, 0, 0%


Staff at the Resource Centre have the Ability to give Staff at the Resource Centre have the Ability to give accurate information on how to use the libraryaccurate information on how to use the library

Ability (S)




29%

Disagree, 0, 0%


The IALF Staff Pay Individual Attention to Each The IALF Staff Pay Individual Attention to Each StudentStudent

Pay individual atttention (S)




44%

Disagree, 6, 15%

Disagree Strongly, 4,

10%

Student Complaints are handled appropriately and Student Complaints are handled appropriately and promptlypromptly

Handled appropriately & promptly (S)




56%

Disagree, 1, 2%


DISCUSSIONSDISCUSSIONS

1.1. FacilitiesFacilities The building is well designed, the study area is The building is well designed, the study area is

conducive for study, the resource centre conducive for study, the resource centre collection is comprehensive and the classroom collection is comprehensive and the classroom is comfortableis comfortable

Have no opinion about: self access material, Have no opinion about: self access material, computer programs, language laboratory and computer programs, language laboratory and merchandisesmerchandises

Parking area is not spacious and computer is Parking area is not spacious and computer is not enoughnot enough

2.2. The InstructorsThe Instructors They have a good competence, experienced They have a good competence, experienced

and pay individual attention to each studentand pay individual attention to each student The teaching method is relevantThe teaching method is relevant The teaching aids help to understandThe teaching aids help to understand

3.3. The Non Academic StaffThe Non Academic Staff Staff at front office give an information based on Staff at front office give an information based on

their need and staff at RC have an ability to give their need and staff at RC have an ability to give an accurate informationan accurate information

Have no opinion about the staff pay individual Have no opinion about the staff pay individual attention and handled the students complainattention and handled the students complain

CONCLUSIONSCONCLUSIONS

The purpose of this research:The purpose of this research:1.1. The service provided at IALF The service provided at IALF

2.2. The best factor for measuring service qualityThe best factor for measuring service quality

The result:The result:1.1. Some of facilities -> agree, some of -> have no Some of facilities -> agree, some of -> have no

opinion and some of -> disagree: the instructor -> opinion and some of -> disagree: the instructor -> agree: the non academic staff, agree for some agree: the non academic staff, agree for some variable and have no opinion for the others.variable and have no opinion for the others.

2.2. The instructors is the best factorThe instructors is the best factor

4 major service characteristic:4 major service characteristic:

1.1. IntangibilityIntangibility

2.2. InseparabilityInseparability

3.3. VariabilityVariability

4.4. PerishabilityPerishability

Suggest:Suggest: Continuous improvementContinuous improvement

Thanks for your Thanks for your AttentionAttention

Gerombolan Si Berat Ltd. Co.Gerombolan Si Berat Ltd. Co.

service quality at ialf ( case for general english student ) muhammad himawan sutanto baroya mila...

Documents

student slide

study slide

teaching english slide

comprehensive slide

spacious slide

comfortable slide

quantitativequantitative

library slide