ANALISIS KUALITAS PELAYANAN DALAM PROSES PEMBELAJARAN BAHASA INGGRIS PADA POLITEKNIK LP3I MEDAN

Abstract

ABSTRACT
The purpose of this study is to determine the service quality of English learning process at Polytechnic
LP3I Medan. The types of data used are primary and secondary data. The methods of collecting the data
are observation research, questionnaires and literature. The Data analysis method used is descriptive
quantitative method which is obtained from questionnaires that has been distributed to third-level students
with sample of 50 respondents. This study uses the Servqual method which compares the perceptions of
Customers (students of Polytechnic LP3I Medan) for the services they receive in English learning process
(perceived service) with the actual service they expect (expected service). Based on the results of the
study there are some gap between perception and expectation. The results of the study showed that the
tangible indicator with variable of facilities and english learning media is the biggest indicator with a gap
value of 0.8 and the lowest gap value is found in the responsiveness indicator with variable of the lecturer
ability to respond to student questions correctly and quickly with a gap value of 0.2.
Keywords: Learning Service Quality, Servqual Method, Perception & Hope.