Evaluasi Kualitas Layanan Laboratorium Pendidikan Fisika Berbasis Integrasi Model SERVQUAL dan CIPP dengan Pendekatan Triangulasi Data

Abstrak

This study evaluates the quality of Physics Education Laboratory services through the integration of SERVQUAL and CIPP models using a data triangulation approach. Previous studies have predominantly applied SERVQUAL to assess users’ perceptions and satisfaction or employed the CIPP model to evaluate managerial effectiveness separately. Such fragmented approaches provide only a partial understanding of laboratory service quality, as they fail to systematically integrate user experiences with managerial performance. To address this gap, this study integrates three complementary data sources: a SERVQUAL-based student satisfaction survey, a mixed-methods CIPP–SERVQUAL evaluation involving students, lecturers, laboratory staff, and laboratory coordinators, and institutional laboratory management and performance reports. Data were analyzed using a convergent triangulation approach to identify consistent strengths and weaknesses from both user and management perspectives. The results indicate that assurance, empathy, and responsiveness achieved the highest scores, reflecting strong human resource competence and service orientation. In contrast, the tangible and information system dimensions emerged as the weakest aspects across all data sources, indicating limitations in laboratory facilities and digital management systems. The CIPP evaluation further shows that the context, process, and product dimensions are categorized as very good, while the input dimension remains at a good level due to inadequate facilities and digital documentation. These findings demonstrate that improving laboratory service quality requires not only competent human resources but also strengthened physical and digital infrastructure. The integrated SERVQUAL–CIPP model provides a more comprehensive and evidence-based framework for continuous laboratory quality improvement in higher education.