APPENDIX A

IN-DEPTH INTERVIEWW
1. I found out about UPH from my older brother when I was in middle

school. I never actually saw any of UPH’s advertisement on TV and

the Internet. UPH provides great facilities. The administration staffs

are doing pretty good like they record my academic performances

correctly. But sometimes the forgot to announce things and when it

comes to lecturers some are good some are not. It’s image in general?

Good facilities. I am satisfied with UPH, and I do trust UPH. It is

recommended for those who look for great and comfortable place to

study. Female interviewee.

2. I studied in UPH College so I know about UPH. UPH’s facilities are

great. The administration staffs are good, but they have to fix the

system. The lecturers have good educational backgrounds but most of

them don’t really know how to teach. My academic performances are

recorded correctly. Over all quality? On scale one to ten, I’ll give a

seven. Image? Complete facilities, and comfortable campus. I am

satisfied with UPH and I do trust UPH. The business school is

recommended once they have the system fixed. Female interview.

3. I found out UPH from my seniors in middle school. They

administration staff are now more helpful. The lecturers now seem to

be better than before. Great facilities too. My academic performances

are recorded well too. Overall quality? Good. I am satisfied with UPH

and I trust this university. It is recommended.

4. I got to know UPH from my middle school staffs, newspaper and

brochures. I was in middle school. The administration staffs are

working effectively too. The facilities are great, they just have to fix

the parking lot; it needs to be more spacious. The lecturers are great

too. My academic performances are well recorded too. Overall quality

is ok too, it is just they have to be more careful like when they’re

building new buildings or others, the process sometimes disturbs us. I

am satisfied with UPH and I do trust this university. It is

recommended. Female interviewee.

5. I knew UPH from my brother/sister, brochures too. I was in middle

school when I found it out. The administration staffs are just fine;

sometimes they don’t have the answer for my question. The lecturers

and facilities are ok too. My academic performances are well recorded.

Image in general? Great facilities but the quality of the education is

just fair. I am satisfied with UPH and I do trust UPH. It is

recommended. Female interviewee.

6. My family told me about UPH. I also did read about UPH from its

brochures. It’s been crowded lately so sometimes its difficult to get

some information from the staff. The lecturers are ok. The facilities in

building F are great but some facilities in building B need some to get

fixed. I am satisfied, and I trust UPH. It is recommended. It’s an +A or

B university. Female interviewee.

7. My cousins are all in UPH, and I also got some UPH brochures before.

The administration staffs are ok, the lecturers too. It has great facilities.

Satisfied, I trust UPH. It is recommended. Female interviewee. Female

interviewee.

8. My friends told me about UPH, only WOM. I knew it back in grade

eight. UPH has great facilities. Some of the lecturers are ok, and some

are not. I am satisfied with UPH, and I do trust it. It is recommended.

Male interviewee.

9. I found out about UPH from its website. I’d found it out just before I

finished high school. The administration staffs are very helpful. Some

lecturers are great, and some are not. The facilities are the best in

Indonesia I think. Overall quality? I think it’s the best university in

Indonesia. I am satisfied with UPH. The image of UPH in general is

that UPH is becoming more global. I trust UPH and it’s recommended.

Male interviewee.

10. I found out UPH from WOM, it was back in elementary school. Some

of the administration staffs are friendly, and some are just not. The

lecturers got great educational backgrounds but the overall quality is

not that good, great facilities it got. The administration staffs are pretty

helpful. Overall quality? Good facilities but the education provided

here needs some improvement. I am not really satisfied with UPH. I

don’t really trust UPH. It is not really recommended; great facilities

only. Female interviewee.

 APPENDIX B

QUESTIONNAIRE
 QUESTIONNAIRE

Universitas Pelita Harapan

Andreas Tandayu
01120100248

BUSINESS SCHOOL OF PELITA HARAPAN

KARAWACI
2014

To,
All Respondents

I am Andreas Tandayu (NIM: 01120100248), a student in final semester conducting a

research about service quality in a higher education context.

With this letter, I am asking for your willingness to participate in the research by filling
out this questionnaire.

Thank you for your time and attention.

Your faithfully,
Andreas Tandayu

A. Respondent’s profile

Age :
1. < 18
2. 18 – 22
3. > 22

Gender :
1. Male 2. Female

Address :

City of origin :
1. Jabodetabek 2. Out of Jabodetabek

High school :
1. Jabodetabek 2. Out of Jabodetabek

Faculty :
1. Business School
2. Non Business School ( )
 B. Respondent’s Perception, circle your answer.

SD (1): Strongly Disagree

D (2): Disagree
N (3): Neutral
A (4): Agree
SA (5): Strongly Agree

Information
SD D N A SA
IN1 Overall, information provided by this university 1 2 3 4 5
helps me to find service attributes
IN2 Advertisements about this university are a good 1 2 3 4 5
source of information
IN3 Information provided by this university makes 1 2 3 4 5
promises about their service quality

Past experience
SD D N A SA
PE1 Overall, my past educational experience helps 1 2 3 4 5
to assess performance of this university
PE2 My previous study background helps me to predict the 1 2 3 4 5
service quality of this university
PE3 Before enrolling, I had a good relationship with 1 2 3 4 5
this university

Academic service quality

SD D N A SA
ACSQ1 Before enrolling, I had a good relationship with this 1 2 3 4 5
university
ACSQ2 I find that lecturers are skilled in teaching 1 2 3 4 5
ACSQ3 Lecturers provide feedback about my progress 1 2 3 4 5
ACSQ4 The teaching staff meet my requirements 1 2 3 4 5
ACSQ5 My overall evaluation of the service quality 1 2 3 4 5
provided by the teaching staff of this university is good
ACSQ6 I receive adequate time for consultation with lecturers 1 2 3 4 5
ACSQ7 I find that academics at this university are 1 2 3 4 5
knowledgeable
ACSQ8 The academic backgrounds of the lecturers 1 2 3 4 5
are excellent
ACSQ9 My academic performance is recorded correctly 1 2 3 4 5
 Administrative service quality
SD D N A SA
ADSQ1 I find that administrative staff is prompt to provide 1 2 3 4 5
service
ADSQ2 I find that the administrative staff is courteous 1 2 3 4 5
ADSQ3 The administrative staff meet my requirement 1 2 3 4 5
ADSQ4 I find that the administrative staff keep accurate 1 2 3 4 5
records
ADSQ5 I find that the administrative staff is skilled 1 2 3 4 5
ADSQ6 My overall evaluation of the service quality provided 1 2 3 4 5
by the administrative staff of this university is good
ADSQ7 The admission department of this university is very 1 2 3 4 5
helpful
ADSQ8 My overall evaluation of quality with regard to 1 2 3 4 5
support functions of this university is good
ADSQ9 The overall environment of this university is friendly 1 2 3 4 5
ADSQ10 I find that the university’s career counseling service 1 2 3 4 5
is very helpful

Facilities service quality

SD D N A SA
FS1 I find this university has good infrastructure 1 2 3 4 5
FS2 I find that classroom facilities are adequate 1 2 3 4 5
FS3 I find that this university has up-to-date equipment 1 2 3 4 5
FS4 I find that the library facilities are adequate 1 2 3 4 5
FS5 I find that the scenic beauty of this university is 1 2 3 4 5
excellent
FS6 The location of this university is ideal 1 2 3 4 5
FS7 I find that classroom learning is very practical 1 2 3 4 5

Satisfaction
SD D N A SA
S1 Overall, I am satisfied with this university 1 2 3 4 5
S2 Overall, it is a good university 1 2 3 4 5
S3 Overall, this university fulfill my needs 1 2 3 4 5
S4 It has been a good decision to select this university 1 2 3 4 5
S5 Overall, I am satisfied with the service performance 1 2 3 4 5
S6 Overall, I am satisfied with the quality relative to 1 2 3 4 5
 price
S7 Overall, this university provides satisfaction 1 2 3 4 5
compared to an alternate higher education institution

Trust
SD D N A SA
T1 I trust this university 1 2 3 4 5
T2 I can depend on this university 1 2 3 4 5
T3 Overall, this university is honest with me 1 2 3 4 5
T4 I feel secure at this university 1 2 3 4 5
T5 This university provides reliable quality of services 1 2 3 4 5
T6 This university guarantees satisfaction 1 2 3 4 5
T7 This university guarantees best value 1 2 3 4 5
T8 This university staff is trustworthy 1 2 3 4 5
T9 My emotional relationship with this university is 1 2 3 4 5
strong
T10 I find that this university keeps promises 1 2 3 4 4
T11 I always get help from staff, if I ask for it 1 2 3 4 5
T12 I am confident that I will get a good job 1 2 3 4 5
after graduation

Image
SD D N A SA
IM1 Overall, the image of this university is good 1 2 3 4 5
IM2 This university is serious about education 1 2 3 4 5
IM3 Overall, the business practice of this university 1 2 3 4 5
is good
IM4 This university is innovative 1 2 3 4 5
IM5 This university maintains ethical standards 1 2 3 4 5
IM6 The university gives me the opportunity to be 1 2 3 4 5
what I want to be
IM7 The staff of this university pays close attention to me 1 2 3 4 5
IM8 This university performs its social responsibilities 1 2 3 4 5
 APPENDIX C

VALIDITY AND RELIABILITY TEST FOR

PRE-TEST
 APPENDIX D

RESPONDENTS’ PROFILE
 APPENDIX F

DESCRIPTIVE STATISTICS FOR ACTUAL

TEST
 APPENDIX G

VALIDITY TEST FOR ACTUAL TEST

 APPENDIX H

HYPOTHESIS TESTING FOR ACTUAL

TEST