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

V. Ratna Inggawati | Zendy

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

Author(s) -

V. Ratna Inggawati

Publication year - 2013

Publication title -

bip s jurnal bisnis perspektif

Language(s) - English

Resource type - Journals

eISSN - 2715-2596

pISSN - 1979-4932

DOI - 10.37477/bip.v5i2.135

Subject(s) - dimension (graph theory) , empathy , reliability (semiconductor) , psychology , service (business) , value (mathematics) , service quality , quality (philosophy) , business administration , mathematics , social psychology , business , marketing , statistics , physics , power (physics) , quantum mechanics , pure mathematics

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.

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