SERVICE QUALITY AT IALF ( Case for General English student ) Muhammad Himawan Sutanto Baroya Mila Shanty Trisakti Handayani Djudiyah

INTRODUCTION GLOBALIZATION CHALENGES -> LANGUAGE GLOBALIZATION CHALENGES -> LANGUAGE LANGUAGE -> ACCESS INFORMATION LANGUAGE -> ACCESS INFORMATION ENGLISH IS INTERNATIONAL LANGUAGE ENGLISH IS INTERNATIONAL LANGUAGE LEARNING ENGLISH AT SCHOOL -> ITS NOT ENOUGH -> GET PRIVATE ENGLISH LESSON LEARNING ENGLISH AT SCHOOL -> ITS NOT ENOUGH -> GET PRIVATE ENGLISH LESSON IALF -> ONE OF THE PRIVATE ENGLISH LESSONIALF -> ONE OF THE PRIVATE ENGLISH LESSON IALF -> INTERNATIONAL QUALIFICATIONIALF -> INTERNATIONAL QUALIFICATION

QUESTION RESEARCH What is the quality of service provided at IALF Bali? What is the quality of service provided at IALF Bali? Which is the best factor for measuring service quality? Which is the best factor for measuring service quality?

METHODOLOGY Population : Student of General EnglishPopulation : Student of General English Sampling : Multistage Cluster SamplingSampling : Multistage Cluster Sampling Sample : Pre Intermediate level 1,2,3.Sample : Pre Intermediate level 1,2,3. Venue (location) : ClassroomVenue (location) : Classroom Data Collection Technique : QuestionnaireData Collection Technique : Questionnaire Data Analysis Technique :Data Analysis Technique : Qualitative andQualitative and QuantitativeQuantitative

There were open ended question open ended question –Characteristic respondent –Reason their opinion close ended question close ended question –Their opinion about the service quality –The answer divided into: Agree totally; Agree totally; agree up to a point, agree up to a point, have no opinion, have no opinion, disagree and disagree and disagree strongly disagree strongly

RESEARCH VARIABLES Facilities : Facilities : ( Building, Parking Area, Study Area, RC Collections, Self Access Materials, Computers, computers Program, Audio Visual Resources, Language Laboratory, Classrooms, Merchandises ) Instructors : Instructors : (Competence, experienced, Pay Individual Attention, The Teaching Aids, The Teaching Methods, The Learning Materials) Non Academic Staff : Non Academic Staff : (Front Office, Resources Centre, Pay Individual Attention, Handled complaints)

RESULTS The results of the research divided in to two part : Characteristic respondent Characteristic respondent Their opinion about service quality: Their opinion about service quality: –Facilities, instructors, and non academic staff. Characteristic respondents: –Age; 17 – 39 –Sex; Male: 25 & Female:16 –Education; SHS: 34, US: 9 & WS: 8 –Joint IALF; at this level:12 & before: 29 –Long course: 1 month – 2 years Their opinion about the quality service describe in these pie chart

1. FACILITIES The IALF Building is well designed for a language scholl The IALF Building is well designed for a language scholl

The IALF Parking area is spacious The IALF Parking area is spacious

The Study Area is conducive to study The Study Area is conducive to study

The Resource Centre Collections is comprehensive The Resource Centre Collections is comprehensive

Self Access Materials are easy to access

There are Enough Computers

The Computer Program are easy to use

There are enough Audio Visual Resources

The Language Laboratory is easy to use

The Classrooms are comfortable

The IALF Merchandises are available when the customers wants them

2.INSTRUCTORS The instructors are Competent in Teaching English

The Instructors are Experienced in Teaching English

The Instructors Pay Individual Attention to each student

The Teaching Methods are Relevant to the Materials

The Teaching Aids Help Me to Understand the Materials

The Learning Materials are useful

3. Non Academic Staffs Staff at the Front Office Give Information's based on student needs

Staff at the Resource Centre have the Ability to give accurate information on how to use the library

The IALF Staff Pay Individual Attention to Each Student

Student Complaints are handled appropriately and promptly

DISCUSSIONS 1.Facilities The building is well designed, the study area is conducive for study, the resource centre collection is comprehensive and the classroom is comfortable The building is well designed, the study area is conducive for study, the resource centre collection is comprehensive and the classroom is comfortable Have no opinion about: self access material, computer programs, language laboratory and merchandises Have no opinion about: self access material, computer programs, language laboratory and merchandises Parking area is not spacious and computer is not enough Parking area is not spacious and computer is not enough

2.The Instructors They have a good competence, experienced and pay individual attention to each student They have a good competence, experienced and pay individual attention to each student The teaching method is relevant The teaching method is relevant The teaching aids help to understand The teaching aids help to understand 3.The Non Academic Staff Staff at front office give an information based on their need and staff at RC have an ability to give an accurate information Staff at front office give an information based on their need and staff at RC have an ability to give an accurate information Have no opinion about the staff pay individual attention and handled the students complain Have no opinion about the staff pay individual attention and handled the students complain

CONCLUSIONS The purpose of this research: 1.The service provided at IALF 2.The best factor for measuring service quality The result: 1.Some of facilities -> agree, some of -> have no opinion and some of -> disagree: the instructor -> agree: the non academic staff, agree for some variable and have no opinion for the others. 2.The instructors is the best factor

4 major service characteristic: 1.Intangibility 2.Inseparability 3.Variability 4.Perishability Suggest: Continuous improvement Continuous improvement

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