Record Details

Pengukuran Kualitas Layanan di Universitas Kristen Indonesia (UKI)

Binus Business Review

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Field Value
 
Title Pengukuran Kualitas Layanan di Universitas Kristen Indonesia (UKI)
 
Creator Simbolon, Freddy
 
Subject —
service quality, SERVQUAL/gap analysis, Importance Performance Analysis
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Description The purpose of this study was to determine the service quality that was held by UKI based on student’s perceptions. The method used in this study is the survey method on UKI’s 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 student’s perception is less than the student’s 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.
 
Publisher Bina Nusantara University
 
Contributor —
 
Date 2012-11-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
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Format application/pdf
 
Identifier http://journal.binus.ac.id/index.php/BBR/article/view/1366
10.21512/bbr.v3i2.1366
 
Source Binus Business Review; Vol 3, No 2 (2012): Binus Business Review; 944-958
2476-9053
2087-1228
 
Language eng
 
Relation http://journal.binus.ac.id/index.php/BBR/article/view/1366/1227
 
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