ANALISIS KUALITAS PELAYANAN SUB BAGIAN AKADEMIK (SBA) PROGRAM VOKASI UNIVERSITAS INDONESIA

Sancoko Sancoko, Mohammad Riduansyah, Wahyu Nofiantoro

Abstract


Measurement tools service quality is using Serv Quality Method. In this study, we tried to see different gap
between students' perceptions of employee performance with the level of interest/expectations of students to an
existing service using five indicators Serv Quality. Aspects studied is, reliability aspects, responsiveness aspect,
assurance Aspects, empathy aspects, and the tangibles aspects. SBA research object because they become the
frontline in shaping the image of the ministry in Program vocational UI.
The method used in this research is descriptive analysis method with quantitative approach., ie research that
describes a data collection on the observations that have been made. This research activity is a continuation of
research since the first semester of 2014/2015 to the first semester of 2015/2016. The population in this study
is that students of Administration UI vocational program. Based on the results of this study concluded that there
is still a big gap to the five dimensions of Quality Serv.
Keyword; Serv Quality, Public Service, Importance-Performance Matrix


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