Tingkat Kepuasan Mahasiswa Terhadap Pelayanan Universitas Terbuka  

Oleh:

Iswanto, Yun

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI
Dalam koleksi: Jurnal Pendidikan Terbuka dan Jarak Jauh vol. 4 no. 2 (Sep. 2003)
Topik: Tingkat Kepuasan Mahasiswa Terhadap Pelayanan Universitas Terbuka; Globalisasi; Pelayanan Servis Kepuasan; Model Kepuasan Pelayanan
Fulltext: Yun Iswanto.pdf (168.56KB)

Isi artikel

The purpose of this study was to identify factors or attributes of important student services expected by Universitas Terbuka (UT)'s students. Data were gathered through sample of 400 student registered at management study program at faculty of economics. Systematic random sampling was used in choosing the samples. The data were further classified into Kartisius diagram to identify the important and unimportant services perceived by student and to identify UT's performance toward service attributes. The study found two important attributes of services expected by students: responsiveness and liability. Sadly, the two attributes were found to be performed poorly by UT. On the other one, there was one service (facility) which was moderately performed by UT although it was not considered important by students

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