Implementation of the SERVQUAL Method in Evaluating the Quality of Welding Inspector Comprehensive Training Services at the Shipbuilding Institute of Polytechnic Surabaya

Abstract

The quality of welding inspection competency training is essential to ensure that participants receive services that support the achievement of professional competencies required by industry. This community service activity aimed to evaluate the quality of services provided in the Welding Inspector Comprehensive Training and Certification Program at the Shipbuilding Institute of Polytechnic Surabaya (PPNS) and to identify priority areas for service improvement. The evaluation involved 50 respondents and 20 service attributes representing five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected using a five-point Likert-scale questionnaire measuring participants' expectations and perceptions. Service quality was evaluated using the Service Quality (SERVQUAL) method, service conformity analysis, and an expectation–performance matrix based on the Importance–Performance Analysis (IPA) framework. The results showed an overall SERVQUAL gap of -0.645 and a service conformity level of 86.26%, indicating that the services provided had not fully met participants' expectations. All 20 attributes showed negative service quality gaps. The expectation–performance analysis identified A3 and A9 as the primary priorities for improvement, while A15 recorded the largest service quality gap (-0.84) and the lowest conformity level (81.97%). These findings provide evidence-based feedback for PPNS to improve priority service attributes and maintain aspects that already perform well. The evaluation approach can support continuous improvement of vocational training and professional certification services.