ACCREDITATION AND PARENT-PERCEIVED QUALITY OF EDUCATIONAL SERVICES IN CHILDCARE CENTERS
A SERVQUAL Analysis in Greater Bandung
DOI:
https://doi.org/10.24252/idaarah.v10i1.67510Keywords:
Accreditation, Childcare Center, Early Childhood Education, Service Quality Gap, SERVQUALAbstract
This study aims to map the gaps in the quality of educational services at Childcare Centers (TPA) based on the differences between parents’ expectations and perceptions using the SERVQUAL model. The study used a descriptive-comparative quantitative approach at three accredited TPA institutions; A, B, and C in the Greater Bandung area. Data were collected from parents as primary service users via a SERVQUAL-based questionnaire covering five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data analysis was conducted using a gap analysis (P−E) and quadrant mapping (Importance-Performance Analysis) based on the overall mean (Grand Mean). The results indicate that all Childcare Centers (TPA) experienced a negative service quality gap across all SERVQUAL dimensions, suggesting that the perceived service quality has not met parents’ expectations. In A-accredited TPA, the largest gap was found in the tangibles and assurance dimensions. Meanwhile, in B-accredited TPA, the largest gap was in the assurance and reliability dimensions, while in C-accredited TPA, it was found in the tangibles and reliability dimensions. Conversely, the responsiveness dimension consistently showed the smallest gap across all TPA, which, from the perspective of Islamic education management, reflects the implementation of the Islamic value of khidmah (service/devotion). A quadrant analysis confirms that formal accreditation status is not necessarily associated with parent-perceived quality fulfillment.
Downloads
References
Brown, T. T., & Jernigan, T. L. (2012). Brain Development During the Preschool Years. Neuropsychological Review, 22(4), 313–333. https://doi.org/10.100 7/s11065-012-9214-1
Budiharjo, B. (2018). Pengaruh Kualitas Layanan Pendidikan Lembaga PAUD terhadap Tingkat Kepuasan Orangtua. Ethfal: Journal of Islamic Education for Young Children, 1(1). https://jurnal.staipuimajalengka.ac.id/index.php/ hy/article/view/38
Direktorat Pembinaan Pendidikan Anak Usia Dini. (2015). Petunjuk Teknis Penyelenggaraan Taman Penitipan Anak. Direktorat Jenderal Pendidikan Anak Usia Dini dan Pendidikan Masyarakat Kementerian Pendidikan dan Kebudayaan.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Dhea Paramytha Octaviani, Taufani C. Kurniatun, Nani Hartini
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with Idaarah: Jurnal Manajemen Pendidikan agree to the following terms: Authors retain the copyright and grant Universitas Islam Negeri Alauddin Makassar right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) the work for any purpose, even commercially with an acknowledgement of the work's authorship and initial publication in Universitas Islam Negeri Alauddin Makassar. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in Universitas Islam Negeri Alauddin Makassar. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
