Validasi Konstruk Instrumen HESQUAL untuk Pengukuran Kualitas Layanan Perguruan Tinggi Menggunakan Exploratory Factor Analysis
DOI:
https://doi.org/10.55681/armada.v4i7.2823Keywords:
HESQUAL, Kualitas Layanan, Perguruan Tinggi, Validitas Konstruk, Exploratory Factor AnalysisAbstract
Pengukuran kualitas layanan di institusi pendidikan tinggi memerlukan instrumen yang adaptif dan teruji secara empiris untuk menjamin ketepatan evaluasi. Penelitian ini bertujuan untuk memvalidasi validitas konstruk dari metode HESQUAL (Higher Education Service Quality) sebagai instrumen pengukuran kualitas layanan. Pengumpulan data dilakukan melalui penyebaran kuesioner kepada responden dan dianalisis dengan pendekatan kuantitatif. Pengujian validitas instrumen dilakukan untuk melihat konsistensi internal, dilanjutkan dengan analisis multivariat melalui Exploratory Factor Analysis (EFA) untuk menguji pengelompokan empiris indikator ke dalam dimensi laten HESQUAL. Hasil penelitian ini menunjukkan bahwa lebih dari 60% item survei memiliki validitas internal yang baik dan melampaui standar korelasi minimum yang disyaratkan. Pengujian validitas konstruk melalui EFA menghasilkan nilai factor loadings yang memadai. Meskipun terdapat beberapa item yang memiliki nilai factor loadings di bawah 0,50, item-item tersebut tetap dipertahankan karena masih memenuhi ambang batas minimal signifikansi statistik (di atas 0,30) serta memiliki relevansi konten yang esensial. Dengan demikian, pengujian validitas konstruk metode HESQUAL berhasil dipenuhi secara empiris tanpa adanya eliminasi item. Instrumen ini terbukti valid, dan reliabel untuk digunakan sebagai alat bantu manajemen dalam memetakan rekomendasi perbaikan kualitas layanan institusi secara komprehensif.
Downloads
References
Abdullah, F. (2006). Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning, 24(1), 31–47. https://doi.org/10.1108/02634500610641543
Afridi, S. A., Khattak, A., & Khan, A. (2016). Measurement of service quality gap in the selected private universities/institutes of Peshawar using SERVQUAL model. City University Research Journal, 6(1), 61–69.
Alves, H., & Raposo M. (2010). The influence of university image on students’ behavior. International Journal of Educational Management, 24, 73-85. https://doi.org/10.1108/09513541011013060
Annamdevula, S., & Bellamkonda, R. S. (2016). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: Development of HiEduQual. Journal of Modelling in Management, 11(2), 488–517. https://doi.org/10.1108/JM2-01-2014-0010
Antoro, B. (2024). Analisis penerapan formula Slovin dalam penelitian ilmiah: Kelebihan, kelemahan, dan kesalahan dalam perspektif statistik. Jurnal Multidisiplin Sosial dan Humaniora, 1(2), 53–63. https://doi.org/10.70585/jmsh.v1i2.38
Asnawi, N., & Setyaningsih, N. D. (2020). Perceived service quality in Indonesian Islamic higher education context: A test of Islamic higher education service quality (i-HESQUAL) model. Journal of International Education in Business, 13(1), 107–130. https://doi.org/10.1108/JIEB-11-2019-0054
Brady, M. K., & Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65, 34-49. http://dx.doi.org/10.1509/jmkg.65.3.34.18334
Cahyono, Y., Purwanto, A., Sukanta, Azizah, F. N., Fitriaty, & Wijoyo, H. (2020). Impact of service quality, university image and students satisfaction towards student loyalty: Evidence from Indonesian private universities. Journal of Critical Reviews, 7(19), 3916–3924. https://doi.org/10.31838/jcr.07.19.454
Calvo-Porral, C., Lévy-Mangin, J.-P., & Novo-Corti, M. I. (2013). Perceived quality in higher education: An empirical study. Marketing Intelligence & Planning, 31(6), 601–619. https://doi.org/10.1108/MIP-11-2012-0136
Chandra, T., Hafni, L., Chandra, S., Purwati, A. A., & Chandra, J. (2019). The influence of service quality, university image on student satisfaction and student loyalty. Benchmarking: An International Journal, 26(5), 1533–1549. https://doi.org/10.1108/BIJ-07-2018-0212
Duarte, P. O., Raposo, M. B., & Alves, H. B. (2012). Using a satisfaction index to compare students’ satisfaction during and after higher education service consumption. Tertiary Education and Management, 18(1), 17–40. https://doi.org/10.1080/13583883.2011.609564
Ghotbabadi, A. R., Feiz, S., & Baharun, R. (2015). Service quality measurements: A review. International Journal of Academic Research in Business and Social Sciences, 5(2), 267–286. https://doi.org/10.6007/IJARBSS/v5-i2/1484
Hair, J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2018) Multivariate Data Analysis. 8th Edition, Cengage Learning, London.
Iqbal, S., Ashfaq, T., & Taib, C. A. B. (2022). A Systematic Literature Review on Organizational Performance in Global Higher Education: An Affinity Diagram Approach. Pakistan Journal of Social Research, 4, 688-701. https://doi.org/10.52567/pjsr.v4i1.935
Iqbal S, Ashfaq T, Azlan Bin Taib C, Rizal Razalli M (2023) The effect of quality culture on service quality of public and private Universities: A comparative analysis. PLoS ONE 1 (4). https://doi.org/10.1371/journal.pone.0283679
Kaur, N., & Saluja, R. (2025). Assessing service quality in higher education institutions through the SERVQUAL model: An analysis of students’ expectations and perceptions. Asian Journal of Management and Commerce, 6(2), 1533–1538. https://doi.org/10.22271/27084515.2025.v6.i2q.878
Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619–637. https://doi.org/10.1080/19368623.2011.577698
Kusyana, D. N. B., & Pratiwi, K. A. (2019). Skala Pengukuran Kualitas Layanan: Sebuah Kajian Literatur. Jurnal Widya Manajemen, 1(2), 21-39. https://doi.org/10.32795/widyamanajemen.v1i2.354
Liu, F., & Kou, H. (2022). A study on the improvement and application of the HESQUAL model as an evaluation tool for teaching and administration service quality in Chinese higher education. Journal of Learner-Centered Curriculum and Instruction, 22(14), 571–592. https://doi.org/10.22251/jlcci.2022.22.14.571
Love, J., Selker, R., Marsman, M., Jamil, T., Dropmann, D., Verhagen, J., Wagenmakers, E.-J. (2019). JASP: Graphical Statistical Software for Common Statistical Designs. Journal of Statistical Software, 88(2), 1–17. https://doi.org/10.18637/jss.v088.i02
Muhammad, N. (2019). Service quality a password of students satisfaction An application of hesqual model. CITY UNIVERSITY RESEARCH JOURNAL, 9(3). https://doi.org/10.33959/vol9iss3pp%25p
Munshi, R. (2019). Higher Education Service Quality Model (HESQUAL) to Improve Service Quality of Higher Education Institutes. International Journal of Research in Humanities, Arts and Literature, 7, 181-190.
Prdić, N., Kuzman, B., & Damjanović, J. (2019). Marketing research in the function of business efficiency. Ekonomika poljoprivrede, 66(4), 1039-1054. https://doi.org/10.5937/ekoPolj1904039P
Putra, M. F. P. (2022). Adaptasi dan Validasi Online Faculty Satisfaction Survey (OFSS) Versi Indonesia. Jurnal Ilmiah Profesi Pendidikan, 7(2), 437–444. https://doi.org/10.29303/jipp.v7i2.499
Sokoli, D., Koren, A., & Shala, K. (2019, May 15–17). HESQUAL – Tool for analysis of higher education service quality. In Proceedings of the Management, Knowledge and Learning International Conference 2019 (pp. 621–627). ToKnowPress. Piran, Slovenia.
Teeroovengadum, V., Kamalanabhan, T., & Seebaluck, A. K. (2016). Measuring Service Quality in Higher Education: Development of a Hierarchical Model (HESQUAL). Quality Assurance in Education, 24, 244-258. https://doi.org/10.1108/QAE-06-2014-0028
Tešić, D. (2020). Measuring dimensions of service quality. Strategic Management, 25(1), 12–20. https://doi.org/10.5937/StraMan2001012T
Umar, J., & Nisa, Y. F. (2020). Uji validitas konstruk dengan CFA dan pelaporannya. JP3I (Jurnal Pengukuran Psikologi dan Pendidikan Indonesia), 9(2), 1–11. https://doi.org/10.15408/jp3i.v9i2.16964
Watkins, M. W. (2018). Exploratory factor analysis: A guide to best practice. Journal of Black Psychology, 44(3), 219–246. https://doi.org/10.1177/0095798418771807
Yaslioglu, M. M., & Yaslioglu, D. T. (2026). Rethinking factor loading thresholds: A case for a strict λ ≥ .70 rule [Preprint]. arXiv. https://doi.org/10.48550/arXiv.2605.11044
Yidana, P., Bangase, E. A., Bagina, R., & Billa, G. (2023). A model of administrative service quality in higher education. British Journal of Education, Learning and Development Psychology, 6(3), 52–75. https://doi.org/10.52589/BJELDP-XX8LIQLC
Zayrin, A. A., Nupus, H., Maizia, K. K., Marsela, S., Hidayatullah, R., & Harmonedi, H. (2025). Analisis instrumen penelitian pendidikan (uji validitas dan reliabilitas instrumen penelitian). QOSIM: Jurnal Pendidikan Sosial & Humaniora, 3(2), 780–789. https://doi.org/10.61104/jq.v3i2.1070
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 ARMADA : Jurnal Penelitian Multidisiplin
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
