Student Satisfaction Of Service Quality Education In Jember  

Oleh:

Qomariah, Nurul

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - non-atma jaya
Dalam koleksi: Journal of Business & Banking vol. 04 no. 02 (Nov. 2014), page 143-152.
Topik: Service Quality; Tangibles; Reliability; Responsiveness; Assurance; Empathy; and Education
Fulltext: JJ16114304022014.pdf (195.02KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ161 Non-tandon: tidak ada Tandon: 1

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Isi artikel

This study aims to analyze the importance and performance of educational services. The quality of service consists of tangible, reliability, responsiveness, assurance and empathy. The data were obtained by distributing questionnaires to students of the Faculty of Economics, University of Muhammadiyah Jember with sample 60 respondents selected by purposive sampling. Customer satisfaction index is used to analyze the level of overall student satisfaction. For identifying performance improvement priorities, the Analysis method used consists of two components: quadrant analysis and gap analysis. The results showed that the overall performance of students was satisfied with education services to the student satisfaction index score was 86.60 percent. Quadrant analysis shows that the dimensions of assurance, reliability, responsiveness, and empathy are considered an important dimension and good performance in accordance with the expectations of the students so that this dimension needs to be maintained and enhanced performance. The dimension that is considered less good is that of tangibles.

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