Student views of service quality faculty teaching learning and education state institute of islamic religious sultan maulana hasanuddin banten

The objective of this research are : 1) to describe the level of quality service, 2) to compare the sevice quality between expectation and reality, 3) to compare the sevice quality based on study program. The conceptual framework of this research adopts the model of SERVQUAL Parasuraman, Ziethaml and Bery (1998). The collection of the data is done by questionnaire about service quality, covering aspects: 1) Tangible , 2) reliability , 3) responsivenes, 4) Assurance , and 5) Empathy was sugested by Parasuraman (1998). The instruments were sent to student of teaching learning and education faculty Institut Religious State Islamic Sultan Maulana Hasanuddin Banten. The data were analysed using SPSS version 16.00. The descriptive statistic used service quality of Parasuraman model (1988). The inferential statistical method used t-Test and ANOVA. The findings of this research show: The first: service quality of tangible, reliability, assurance, responsivenness and empathy aspect are in medium category. Secondly, There is a difference between the quality of service received with the expected, covering: tangible, reliable, responsiveness, assurance and empathy aspect. Expectacy high category for all the service aspects. The service received is in medium category for all aspects of the service. Gap of qaulity medium categry for all aspect. Third, There is a service quality differentiation scores significantly between groups of Islamic Studies Program with a group of Arabic Language Study Program, with a group of English Education Study Program, and group of Teacher’s islamic Elementary school study programs. Tangible aspects of service quality, reliability, the assurance, the responsivenes, and empathy aspects need to be improved.