Kualitas Pelayanan Administrasi Akademik Perguruan Tinggi Swasta di Yogyakarta: Metode Importance-Performance Analysis (IPA)

Wardhani, Shita Lusi and Purbandono, Rahmat (2014) Kualitas Pelayanan Administrasi Akademik Perguruan Tinggi Swasta di Yogyakarta: Metode Importance-Performance Analysis (IPA). Jurnal Riset Manajemen dan Bisnis, 9 (1). pp. 13-33. ISSN (ONLINE) 2714-3712 (PRINT) 1907-7343

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Abstract

Perguruan Tinggi in Yogyakarta. Quality of service is measured using the concept of SERVQUAL developed by Parasuraman et al. (1985) consists of 10 dimensions. They are tangible, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, understanding the customer. The level of student satisfaction is determined using the formula of Student Satisfaction Index (SSI). Analysis of the difference between expected and perceived the quality of service by the Cartesian diagram using the Importance- Performance Analysis (IPA) and Wilcoxon Signed Ranks test. This study used a sample of 302 college students in Yogyakarta. The results show that SSI is in a good category. Courstesy and reliability have lowest SSI. Wilcoxon Signed Ranks Test results show that the quality of service received by students is lower than expected for all dimensions.

Item Type:	Article
Uncontrolled Keywords:	Student Satisfaction Index, Importance-Performance Analysis
Subjects:	MANAJEMEN > Perilaku Konsumen
Divisions:	Dosen STIE YKPN > Artikel > Jurnal
Depositing User:	Unnamed user with email webmaster@stieykpn.ac.id
Date Deposited:	01 Nov 2022 07:02
Last Modified:	01 Nov 2022 07:02
URI:	http://repositorybaru.stieykpn.ac.id/id/eprint/70

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