Open AccessThe priority scale of Service Quality Dimensions at PPs UMT by AHP Method
Author(s) -
Daenulhay
Publication year - 2020
Publication title -
journal of physics. conference series
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.21
H-Index - 85
eISSN - 1742-6596
pISSN - 1742-6588
DOI - 10.1088/1742-6596/1477/7/072016
Subject(s) - servqual , analytic hierarchy process , reliability (semiconductor) , service quality , scale (ratio) , quality assurance , quality (philosophy) , service (business) , engineering management , process (computing) , operations management , computer science , process management , engineering , business , operations research , marketing , geography , power (physics) , philosophy , physics , cartography , epistemology , quantum mechanics , operating system
A decade of University of Muhammadiyah Tangerang (UMT) has carried out its mission and reached its vision. In those 10 years, it has been established Postgraduate Program (PPs) majoring Magister Management (MM) study programs and last year Islamic Religious Education has been established. Like other institutions, at the beginning of its establishment, many parties involved in the process either directly or indirectly to succeed this PPs regardless of procedure. With high idealism, PPs are starting to improve their program. This improvement program is guided by rating of the Service Quality (ServQual) Program from Parasuraman et al., as a tool for the management to implements the program based on their importance and limitations. By using the AHP (Analytical Hierarchy Process) method from Thomas L. Saaty, the conclusion of the ServQual sequence in PPs UMT is Reliability first, then 2 nd Responsiveness, while Assurance, Emphathy and Tangible are ranked 3, 4, and 5.