ANALISA KUALITAS JASA DI LINGKUNGAN AKADEMIK PADA PROGRAM STUDI X, UNIVERSITAS Y

Basuki, Diah Wilis Lestarining and Kertaningtyas, Mariza (2018) ANALISA KUALITAS JASA DI LINGKUNGAN AKADEMIK PADA PROGRAM STUDI X, UNIVERSITAS Y. ANALISA KUALITAS JASA DI LINGKUNGAN AKADEMIK PADA PROGRAM STUDI X, UNIVERSITAS Y, 11 (2). pp. 121-124.

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Abstract

ABSTRACT Quality means when customer needs meet ’products’ and then deliver customer satisfaction as a result. To provide such a higher quality means it requires an investment more over increases costs. With the growth of economics and technologies created competition among nations which means in quality as well. In turn, education became responsible for teaching science and technologies. Governments have long involved in managing quality in education. Their visions have included in Tri Dharma Perguruan Tinggi. This aim of this paper is to point out the possibility gap between perception and expectation in teaching and learning process. The measuring instruments included 22 items divided into 5 dimensions to assess quality, including: [1] Direct evidence (tangibles), [2] Reliability, [3] Responsiveness, [4] (assurance) , and [5] Empathy. Keywords: perception, expectations, education, institution, service quality, fishbone diagram

Item Type: Article
Uncontrolled Keywords: perception, expectations, education, institution, service quality, fishbone diagram
Subjects: Engineering > Industrial Engineering
Divisions: Fakultas Teknologi Industri > Teknik Industri S1
Depositing User: Ms Nunuk Yuli
Date Deposited: 07 Jul 2022 03:04
Last Modified: 07 Jul 2022 03:04
URI: http://eprints.itn.ac.id/id/eprint/8728

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