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
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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| 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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