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BukuAnalisis Kualitas Jasa Pelayanan Pembuatan KRS di Unika Atma Jaya Jakarta: Studi Kasus Mahasiswa MM dan LTBI
Bibliografi
Author: SUTANTO, HARIS ; Uyanto, Stanislaus Suryadi (Advisor)
Topik: Kualitas; Jasa Pelayanan; Universitas; Unika Atma Jaya; Studi Kasus; Mahasiswa Pascasarjana. Quality of Service; study plan; and Wilcoxon Signed Rank Tests
Bahasa: (ID )    
Penerbit: Program Studi Magister Manajemen Sekolah Pascasarjana Universitas Katolik Indonesia Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2010    
Jenis: Theses - Master Thesis
Fulltext:
Ketersediaan
  • Perpustakaan Pusat (Semanggi)
    • Nomor Panggil: MM-833
    • Non-tandon: tidak ada
    • Tandon: 1
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Abstract
Research on service quality of service about making a study plan (KRS), such as in Atma Jaya Catholic University to be very important at this moment inrelation to student satisfaction. The analysis of quality services about making of study plan (KRS) are needed to see whether students satisfied or not with the services of making study plan (KRS), which ultimately will determine the survival of Atma Jaya Catholic University in the future . The purpose of this research is: To know about the quality of the making of study plan card (KRS) at Atma Jaya Catholic University with master of management and LTBI students as study case. The approach using the model of Service Quality in such a way that has been developed by Parasuraman, Zeithami, and Berry, by combining the five elements of service dimensions, including Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Then the five major dimensions which will serve as the basis for the 22 attributes are translated into to variable expectations and perceptions that have been prepared in the statements in the questionnaire based on Likert scale, the rate of one (strongly disagree) to digit 5 (strongly agree) for the analysis then proposed to the students who used this study plan card services at the University of Indonesia Atma Jaya Catholic. And the results of data analysis using the model of Service Quality to this KRS maker services at Atma Jaya Catholic University showed that student satisfaction was still below expectations and master of management and LTBI students are not satisfied with the quality of these services. In the analysis and discussion, the expectation is shown service quality of making the study plan card (KRS) at Atma Jaya Catholic University, is greater than the perception of students, thus making the service study plan (KRS) in Indonesia Atma Jaya Catholic University must improve its performance in order optimize the quality of their services and can meet the desires of students.
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