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ITS » Paper and Presentation » MMT - Pasca Sarjana ITS
Posted by tondoindra@gmail.com at 13/05/2016 14:28:57  •  470 Views


ANALYSIS OF PHYSICAL ASSETS AND FACILITIES SERVICE QUALITY IN HIGHER EDUCATION INSTITUTE

ANALISA KUALITAS PELAYANAN ASET FISIK DAN FASILITAS DI INSTITUSI PENDIDIKAN TINGGI

Author :
KURNIAWAN, RIAN ( 9112202409 )




ABSTRAK

Kepuasan mahasiswa sebagai pengguna jasa merupakan hal yang paling penting dari sebuah kualitas pelayanan di institusi pendidikan tinggi. Dengan persaingan yang cukup tinggi antara institusi pendidikan tinggi saat ini sangat penting bagi penyedia pendidikan tinggi untuk mengerti harapan dan persepsi para mahasiswanya atas kualitas layanan yang diberikan. Diketahui bahwa Intitusi pendidikan sangat mengandalkan aset properti sebagai media aktifitas operasional untuk itu penting untuk mengatahui persepsi dan harapan mahasiswa terhadap layanan aset fisik dan fasilitas yang diberikan universitas. Penelitian ini bertujuan untuk menentukan tingkat persepsi dan tingkat harapan mahasiswa Universitas XYZ sebagai pengguna jasa. Kemudian mengidentifikasi gap yang ada antara persepsi dan harapan sehingga dapat dicari cara yang tepat untuk meningkatkan kualitas pelayanan. Penelitian ini menggunakan pendekatan metode ServQual yang terdiri dari dimensi Reliability Assurance Tangible Empathy dan Responsiveness. Data yang digunakan adalah data primer yang diperoleh dari survei kuesioner pada mahasiswa dan memfokuskan analisis pada persepsi dan harapan mahasiswa dari hasil pelayanan yang dirasakan selama menjalankan proses studi di universitas. Berdasarkan hasil survey tersebut didapatkan hasil dimensi Tangible memiliki nilai gap terbesar dengan skor -35.85 sedangkan dimensi Empathy memiliki nilai gap terkecil dengan skor -18.26. Dengan adanya penelitian ini dapat diperoleh informasi tentang kualitas pelayanan dan mengindentifikasi dimensi servis mana yang perlu diperbaiki maupun dipertahankan sebagai dasar strategi pengembangan kualitas pelayanan yang berkaitan dengan aset fisik dan fasilitas.


ABSTRACT

The satisfaction of college students as the service users is the most important aspect in a service quality in the institutions of higher education. With a competition at a quite high level among the institutions of higher education it is very important for the providers of higher education to understand expectation and perception of their students on the quality of the given service. It is known that the educational institutions really depend on the property asset as the media of operational activity. Therefore it is important to know the perception and expectation of students on the service of physical asset and facilities given by university. This research aims to determine the level of perception and expectation of college students on XYZ University as the service users. It also identifies the gap between the perception and expectation so the suitable method to improve the service quality can be found. This research uses the approach of ServQual method including Reliability Assurance Tangible Empathy and Responsiveness dimensions. The used primary data were taken from the questionnairesurvey on the college students focused on the analysis on perception and expectation of college students from the result of perceived service during the study process in the university. Based on the result of survey the Tangible dimension has the largest gap with the score -35.85 while Empathy dimension has the smallest gap with the score -18.26. This research provides the information about the service quality and the identification on the service that needs improvement or maintenance as the basic of strategy in developing the quality of service related to the physical asset and facility.



Keywordsinstitusi pendidikan; kepuasan pelanggan; kualitas pelayanan; corporate real estate
 
Subject:  Pengendali Kualitas
Contributor
  1. Prof.Dr.Ir. Udisubakti C., M.Eng.Sc.
  2. Ir. Aditya Sutantio, M.MT.
Date Create: 13/05/2016
Type: Text
Format: PDF
Language: Indonesian
Identifier: ITS-paper-91121150008765
Collection ID: 91121150008765
Call Number: RTMT 658.562 Kur a


Source
Paper And Presentation Of Magister Management Technology RTMT 658.562 Kur a, 2016

Coverage
ITS Community

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Copyright @2014 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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ITS-paper-91121150008765-41494.pdf




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