Service evaluation of educational process through importance-performance analysis: The empirical findings of Brawijaya university Indonesia

The main objective of this study was to evaluate the service provision of educational process through Importance- Performance Analysis (IPA) models. The questionnaire was employed for gathering data, which its validity and reliability was calculated as well. The study population consisted of academic staff and students in each faculty at Brawijaya University Indonesia. Based on the Importance-Performance Analysis models, it was found that out of 40 assessed attributes, two attributes were in the first quarter of the matrix according to the academic staff perception as well as six attributes according to the students’ perception and require special attention. Therefore, some recommendations have been provided for those attributes requiring more immediate attention.