GDL

Journal from JBPTPPOLBAN / 2018-01-08 13:03:48
Oleh : Ma'mun Sutisna ; Dwi Suhartanto
Dibuat : 2012-04-27, dengan 1 file

Keyword : citra, organisasi, pendidikan, kualitas jasa, pelayanan

Image is considered as an important factor in influencing organization's marketing activities. It's existence is an important factor for both profit and nonprofit oriented organization due to it's role in influencing customer perception on goods and services being offered. In service sector, the quality of service both technical and functional is considered as an important factor in determine the image of service provider (Gronross, 1983). This research "An examination of the relationship between service quality and image in Politeknik Negeri Bandung", examines how the service quality of POLBAN and its dimensions (technical and functional) effect the image of Politeknik Negeri Bandung. To achieve this goal, four hypothesis were developed to examine the relationship which exist between the variables tested. Using proportional random sampling method, 210 sample of student were collected from nine department available POLBAN. Before tested by using correlation, regression, and anova, the data were tested the reliability and validity to ensure that data valid and reliable. Fro, analysis of 207 usable data the result indicates that the service quality and image of Politeknik Negeri Bandung in student perception are at average level. Furthermore, the result shows that there is a positive correlation between service quality and image Politeknik Negeri Bandung. Both the dimension of service quality, technical and functional, are considered as the predictors of the image. Therefore, it might be concluded that low quality of service quality offered will tarnish the image of POLBAN in the student perception. While the high service quality provided will increase the image on the student based perception. The analysis on the differences between student based on their demographical factor indicates that student has different perception on image and service quality base on their department while the other factors indicates not significant different.

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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