ASSESSMENT OF THE QUALITY OF PUBLIC EMPLOYMENT SERVICES TO STUDENTS USING THE SERVICE QUALITY MODEL (SERVQUAL): SURVEY RESULTS FROM CHINA'S NANNING DEPARTMENT OF HUMAN RESOURCES
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Abstract
The objectives of this research article were to 1) study the level of perception and expectation of the public employment service for students. 2) study the quality of public employment services for students. It is a quantitative research. Methods of conducting research such as collecting data from a total of 464 students according to the formula proposed by Khazanle, R. when the 95% confidence was defined and the tolerance was 1 part 10 of the population standard deviation. The data collection tool was the SERVQUAL model questionnaire developed by Parasuraman, A. et al. That offers five dimensions to measure the quality level in the service. Five services dimensions include tangibility, reliability, responsiveness, reliability, assurance, and empathy. In each dimension, the quality is enhanced by the indication of the relevant literature revisions. The data were collected by using snowball sampling method. The data were analyzed by descriptive statistics. According to two purposes, the results of the research showed that 1) the students perceived and expected service in the whole at a high level. There are differences in expectations and perceptions of recruitment services received in all dimensions of the SERVQUAL model, namely tangibility, reliability, responsive, assurance, and empathy. 2) the service quality was at a moderate level at a significance level of 0.05 with the service expectation higher than perceived. And show that the organization responsible for the provision of public employment services, department of Human Resources, need to improve the quality even further.
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