Path: Top > Journal Politeknik Negeri Bandung > Jurusan Administrasi Niaga > TATA NIAGA > Volume II Nomor 3 April 2002

Pengukuran Kepuasan Internal Customer Atas Pelayanan Administrasi Akademis Jurusan di Politeknik Negeri Bandung

Journal from JBPTPPOLBAN / 2013-03-05 10:32:10
Oleh : Dedy Saefulloh ; Iwan Mulyawan ; Eddy Syah Yahya
Dibuat : 2013-03-05, dengan 0 file

Keyword : internal customer, service quality, satisfaction

The purpose of this study is to find out the level of internal customer satisfaction of lecturers on academic services of their departments in Politeknik Negeri Bandung. It is to measure how much the relationship between the service quality and the satisfaction is, and which service dimensions need more attention. The measurement of service quality is SERVQUAL to identify the gap between perception and expectation. The study identified a strong correlation between the service quality and the satisfaction. The problem in Politeknik was on Reliability and Tangible, and satisfaction level was relatively low. On department level, the best service providers were Chemical, Mechanical and Computer Engineering. On the other hand Electrical Engineering, Business Administration, and Accounting were departments who had serious problems on all dimension. MKU Department had problem n Reliability, Assurance, and Empathy. Civil Engineering Department had small problems on Assurance. Therefore the management on Politeknik and Department level should prioritize the improvement efforts on dimensions that create serious service problems.

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PropertiNilai Properti
ID PublisherJBPTPPOLBAN
Organisasi
Nama KontakHelmi Purwanti
AlamatJl. Trsn. Gegerkalong Hilir Ds. Ciwaruga
KotaBandung
DaerahJawa Barat
NegaraIndonesia
Telepon022 201 3789 ext. 168, 169, 239
Fax022 201 3889
E-mail Administratorhelmi.purwanti@polban.ac.id
E-mail CKOhelmi.purwanti@polban.ac.id

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