Persepsi Dan Harapan Mahasiswa Terhadap Kualitas Pelayanan Pada Perguruan Tinggi ”X” Di Surabaya

Authors

  • V. Ratna Inggawati Universitas Katolik Darma Cendika

DOI:

https://doi.org/10.37477/bip.v5i2.135

Keywords:

tangible, reliability, responsiveness, assurance, empathy, GAP

Abstract

This research is to see how student assessment of the quality of service Perguruan Tinggi "X" as a whole based on the dimensions of physical evidence (tangible), reliability in delivering services (reliability), responsiveness in providing the service (responsiveness), guarantee (assurance) as well as the ability to give attention sincere customer (empathy). Respondents were drawn 100 students, it has been found that the dimensions of the physical evidence is a dimension that has the greatest negative GAP value and genuine concern dimension is the dimension with the smallest negative GAP. Being indicators that have the biggest GAP value is: Complete Library facilities.

Author Biography

V. Ratna Inggawati, Universitas Katolik Darma Cendika

Program Studi Manajemen, Fakultas Ekonomi, Jalan Dr. Ir. H. Soekarno 201, Surabaya

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Published

2013-07-31

How to Cite

Inggawati, V. R. (2013). Persepsi Dan Harapan Mahasiswa Terhadap Kualitas Pelayanan Pada Perguruan Tinggi ”X” Di Surabaya. BIP’s JURNAL BISNIS PERSPEKTIF, 5(2), Hal. 231 – 243. https://doi.org/10.37477/bip.v5i2.135

Issue

Vol. 5 No. 2 (2013): Juli

Section

Articles

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