Open AccessPersepsi Dan Harapan Mahasiswa Terhadap Kualitas Pelayanan Pada Perguruan Tinggi ”X” Di Surabaya
Author(s) -
V. Ratna Inggawati
Publication year - 2013
Publication title -
bip's/bip's: jurnal bisnis dan 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.