Path: Top > Journal Politeknik Negeri Bandung > Jurusan Administrasi Niaga > TATA NIAGA > Volume II Nomor 1 April 2000
Pengukuran Kualitas Jasa (Service Quality) Bidang Pengajaran yang Disediakan oleh Politeknik Negeri Bandung
Oleh : Agustinus Februadi ; Iwan Mulyawan ; Ermina Tiorida
Dibuat : 2012-08-08, dengan 0 file
Keyword : kualitas jasa, pengajaran
The purpose of this study is to look into the quality service provided by Politeknik Negeri Bandung. The study tries to measure the students expectation and perception and to identify possible gaps between students expectations and perceptions by using SERVQUAL. The study also provides recommendations to Politeknik Negeri Bandung for consideration for the possibility of closing the gaps and in the improvement of services provided by Politeknik Negeri Bandung. The study concluded that there are gaps in all the five dimensions of SERVQUAL (tangibles, Reliability, Responsiveness, Assurance, and Empathy). Tangible dimensions is the largest gap indicating that the students perceptions fell short of his or her expectations. It is a reflection of students dissatisfaction of service provided by Politeknik Negeri Bandung. Hence it is a matter of concern and needs retification by the management of Politeknik Negeri Bandung.
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| Properti | Nilai Properti |
|---|---|
| ID Publisher | JBPTPPOLBAN |
| Organisasi | |
| Nama Kontak | Erlin Arvelina |
| Alamat | Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga |
| Kota | Bandung |
| Daerah | Jawa Barat |
| Negara | Indonesia |
| Telepon | 022 201 3789 ext. 168, 169, 239 |
| Fax | 022 201 3889 |
| E-mail Administrator | erlin.arvelina@polban.ac.id |
| E-mail CKO | erlin.arvelina@polban.ac.id |
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