Path: Top > Journal Politeknik Negeri Bandung > Jurusan Administrasi Niaga > TATA NIAGA > Volume III Nomor 2 Oktober 2003
Pengukuran Dimensi Kualitas Jasa dalam Penentuan Peringkat Kinerja dan Kepentingan Jasa Pelayanan (Kasus pada Unit Pelaksana Teknis Perpustakaan POLBAN)
Oleh : Katharina Priyatiningsih ; Koernia Purwihartuti
Dibuat : 2012-04-24, dengan 0 file
Keyword : kualitas jasa, kinerja, jasa pelayanan
The purpose of this research is to examine the service provided by POLBAN Library, to its student by using SERVQUAL (TERRA dimensions). The result of this research saw that there two dimensions, reliability, and empathy, which scoe below student expectation. The other three dimensions are considered to be satisfied by the students. In Multi-dimensions matrix all dimensions are located at quadrant II, which mean that optimum position of service quality, so that its use the Continue Current Effort strategy with improvement of Reliability and Empathy dimensions to achieve customer satisfaction.
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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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- Editor: Idayu Gemalia