Service quality measurement of Master in Management programs of private schools in Jakarta

Date of Publication


Document Type


Degree Name

Doctor of Business Administration

Subject Categories

Business Administration, Management, and Operations


Ramon V. Del Rosario College of Business


Management and Organization Department

Thesis Adviser

Herminia R. Fajardo

Defense Panel Chair

Louie A. Divinagracia

Defense Panel Member

Antonio V. Concepcion

Jose Edgar S. Mutuc


The major objective of this study is to establish service measurements that will assist in the formulation of operations strategies for Master in Management programs of private schools, in Jakarta. This was achieved by identifying factors which determine customers' perceptions of service quality, the service quality performance of schools using identified performance measurements, and the formulation of an operations strategy that will increase the overall service quality performance of Master in Management programs of private schools in Jakarta.

The research has adapted a modified Malcolm Baldrige Criteria for Performance Excellence (CPE) combined with the Service Quality Model (SERVQUAL) and came up with 48 variables with a score of 1,500 as the standard measurement for service quality. The procedure undertaken by stratifying schools into two groups: excellent-accredited and learning-accredited schools. Convenience sampling was administered for 705 respondents consisting of five categories: students, alumni, faculty, staff and employers.

The study identified nine factors as relevant in assessing the performance of the Master in Management programs namely: 1) Information Analysis, Process and Faculty and Staff Focus, 2) Empathy and Responsiveness, 3) Stakeholder Focus and Leadership, 4) School Performance Results, 5) Strategic Planning, 6) Assurance and Tangibles, 7) Reliability, 8) Faculty Competence, and 9) Organization Leadership.

The assessment process of gap analysis revealed the service quality similarities and differences between excellent-accredited and learning-accredited schools on performance and importance among eighteen attributes in accordance with the perception of respondents. Operations strategy for each school category was developed which will serve as a guide to management of the schools for their respective purposes. A model called A gung Model was developed to connect the findings of the research to the theoretical concept.

The research was concluded with an action plan directed for each school category, and suggested some areas for further studies. Individual schools may use the assessment approach and instrument as a starting point in identifying their quaity strengths to sustain and the weaknesses to overcome, in formulating strategies that will provide service quality in accordance with the school's vision and mission.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer optical disc ; 4 3/4 in.


Education--Curricula; Management; Education; Higher

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