Masyarakat, Kebudayaan dan Politik
ISSN Lama 0216-2407, Baru 2086-7050
Vol. 16 / No. 2 / Published : 2003-04
Order : 8, and page :79 - 87
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Original Article :
Analisis kualitas jasa pelayanan pada universitas airlangga-surabaya
Author :
- Nuri Herachwati*1
- Dosen Fakultas Ekonomi dan Bisnis
Abstract :
This research analyses service quality that is given by Airlangga University to its students based on the comparison between expected service and perceived service. The gaap between expeted service and perceived service is the measurement of the service quality. By knowing the service quality measurement, it is hoped that Airlangga University can create strategies, so its service quality meets the student’s expecetation and to improve the Airlangga University’s competitiveness. The objective of the research is knowing the service quality that is given by Airlangga University. The measurement are quality dimention of reliability, responsiveness, assurance, empathy, and tangiability. Using Wilcoxon Ranking Text of Binary Data, the result of this research is the student unsatisfied by the service of Airlangga University.
Keyword :
service quality, Airlangga University, ., ., .,
References :
Kotler, Philip,(1996) Marketing Management: Ananlysis, Planning, Implementation, and Control. 8th Edition New Jersey : Englewood Cliff
Lewis, R.G & Smith, D.H,(1994) Total Quality in Higher Education Florida : St. Lucie Press
Archive Article
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 Volume : 16 / No. : 2 / Pub. : 2003-04 |
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