Dominant factors in Al Kaaf orphanage foundation service quality implementation

Nasith, Ali, Bashith, Abdul, Amin, Saiful ORCID:, Rozikin, Zainur and Purwono, Bambang Sugiyono Agus (2020) Dominant factors in Al Kaaf orphanage foundation service quality implementation. Psychology and Education, 57 (9). pp. 2009-2013. ISSN 0033-3077

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The increasing number of research on orphans is due to the increasing number of orphans in Indonesia. The death of orphans’ parents because of the traffic accidents, sickness, pandemic and epidemic of disease, and absolute poverty become the rise in the number of orphans. The aims of this research are to determine and to analyses the dominant factors of the service quality (ServQual) in Al Kaaf Orphanage Foundation. Research method used self-completion questionnaire that was developed from the service quality dimensions and attributes. The research variables are Reliability, Assurance, Tangibles, Empathy, and Responsiveness (RATER). The analysis used descriptive statistics and quantitative approach using Factor Analysis to determine and to analyses the orphans’ perception. The respondents are the orphans, the religion teachers, and the leader of Al Kaaf Orphanage Foundation (ALKOF). The research results are a) the five variables RATER reduced to two factors (called trustworthiness, and physical approach). b) The first factor (called trustworthiness) supported by three variables (assurance, empathy, and reliability). c) The second factor (called physical approach) supported by two variables (responsiveness, and tangibles).

Item Type: Journal Article
Keywords: Servqual; RATER; orphans; trustworthiness; physical approach.
Subjects: 13 EDUCATION > 1399 Other Education
Divisions: Faculty of Tarbiyah and Teaching Training > Department of Social Science Education
Depositing User: Saiful Amin
Date Deposited: 19 May 2021 12:05


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