TY - GEN
T1 - A Classification Scheme in Evaluating Undergraduate Students' Feedback Towards Service Quality of Private University
AU - Prasetyo, Yogi Tri
AU - Regondola-Bolata, Lauren
AU - Nadlifatin, Reny
AU - Persada, Satria Fadil
AU - Chuenyindee, Thanatorn
AU - Ardiansyahmiraja, Bobby
N1 - Publisher Copyright:
© 2022 ACM.
PY - 2022/4/28
Y1 - 2022/4/28
N2 - Student feedback is an important part of service quality of a private university. The purpose of the study was to evaluate undergraduate students' feedback towards service quality of private university. A total of 1555 questionnaires and a total of 201 negative comments were collected from one private university in the Philippines during one academic year. For students' comments, classification schemes were utilized to organize the meaningful categories. It showed that negative personality traits of the employees and poor student accommodation were two most frequent negative comments. Classification schemes were found as a powerful tool to evaluate the students' feedback towards service quality. Finally, that this approach can be applied and extended to analyze students' feedback in different private universities worldwide.
AB - Student feedback is an important part of service quality of a private university. The purpose of the study was to evaluate undergraduate students' feedback towards service quality of private university. A total of 1555 questionnaires and a total of 201 negative comments were collected from one private university in the Philippines during one academic year. For students' comments, classification schemes were utilized to organize the meaningful categories. It showed that negative personality traits of the employees and poor student accommodation were two most frequent negative comments. Classification schemes were found as a powerful tool to evaluate the students' feedback towards service quality. Finally, that this approach can be applied and extended to analyze students' feedback in different private universities worldwide.
KW - classification scheme
KW - private university
KW - service quality
KW - student feedback
UR - http://www.scopus.com/inward/record.url?scp=85135025728&partnerID=8YFLogxK
U2 - 10.1145/3535782.3535811
DO - 10.1145/3535782.3535811
M3 - Conference contribution
AN - SCOPUS:85135025728
T3 - ACM International Conference Proceeding Series
SP - 214
EP - 220
BT - MSIE 2022 - 2022 4th International Conference on Management Science and Industrial Engineering
PB - Association for Computing Machinery
T2 - 4th International Conference on Management Science and Industrial Engineering, MSIE 2022
Y2 - 28 April 2022 through 30 April 2022
ER -