Strengthening Laboratory Services through User Satisfaction Analysis in Pre-service Teacher Education Program

Abstract

The laboratory is the main facility for training students in terms of skills through practice, observation, research, and scientific development, by optimizing the use of available equipment and machines. The purpose of this study was to determine the level of service satisfaction received by laboratory users through measuring user’s expectation and perception. Data collection with the SERVQUAL model and its dimensions namely tangibility, reliability, assurance, responsiveness and empathy. The research was conducted in the laboratory of clothing production in fashion education study program Universitas Negeri Surabaya. Involve 238 laboratory user as respondent. The data collection method uses an online questionnaire and a quantitative data processing method according to the application of the SERVQUAL method. The results showed that the average value of the gap score for each dimension was tangibility - 1,08, assurance -0,90, responsiveness -0,74, reliability -0,68 and empathy -0,30. There are five aspect with the highest gap score: equipment is modern, complete and in good condition (gap score -1,69), facilities are visually appealing (gap score - 1,61), information from Laboratory resources meet users course needs (gap score -1,34), Assuring users of the accuracy and confidentiality of their personal information (gap score -1,21), and Dependability in handling usersservice problems (gap score -1,19). The five aspects need to be followed up immediately to improve their quality.