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Pengukuran Kualitas Layanan di Universitas Kristen Indonesia (UKI)

Journal: Binus Business Review (Vol.3, No. 2)

Publication Date:

Authors : ;

Page : 944-958

Keywords : service quality; SERVQUAL/gap analysis; Importance Performance Analysis;

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The purpose of this study was to determine the service quality that was held by UKI based on students perceptions. The method used in this study is the survey method on UKIs students using questionnaires. The statement in the questionnaires were arrange based on the five dimensions of service quality. Those were tangibles, responbilities, assurances, realibilities, and emphathy. The servqual analysis shows that all attributes get a negative response which means that students perception is less than the students expectations. The IPM shows attributes that need to get first priority to be improved are library facilities more complete, lecturing process more interactive, handling complaints about the lectures properly, the tuition in accordance with benefits, and the librarian serve students with friendly

Last modified: 2015-11-17 15:38:28