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IDENTIFICATION OF THE PROBLEMS AND ANALYSIS OF SERVICE QUALITY IN COLLEGE

Proceeding from JHPTUMP / 2017-03-08 20:19:29
Oleh : Erny Rachmawati, Amir, Iwan Fakhruddin, Universitas Muhammadiyah Purwokerto (ernyrachmawati67@gmail.com)
Dibuat : 2017-01-12, dengan 3 file

Keyword : analysis, quality of service, the value of satisfaction

This research has a problem regarding the quality of service at the Muhammadiyah University of Purwokerto (UMP) as increasingly inadequate parking, service administration less nimble or less responsive in meeting the needs of students, access the internet, the problem of inadequate hygiene, and service personnel less smile, so that its objectives are: 1 various grades) to identify service quality through in 5 dimensions of service, 2) results of the identification of further analyzed to obtain the results of the assessment of student satisfaction , 3) obtain an overview of quality of service issues that need to be fixed. A descriptive qualitative research methods this describes the various problems of the quality of service at the UMP. The data obtained through questionnaires charging 22 item Likert scale assessment questions with 5 points. Of 180 questionnaires distributed to 11 faculty gained 139 and tested data validity and reliability. The results of the descriptive analysis (mean values), item 21 questions in 5 dimensions of service quality are in the range of 3 (under 4) means was satisfactory and 1 item which is less satisfactory. This means all items question questionnaire including research issues need to be improved so that the quality of service increases.

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PropertiNilai Properti
ID PublisherJHPTUMP
OrganisasiUniversitas Muhammadiyah Purwokerto
Nama KontakLembaga Publikasi Ilmiah dan Penerbitan
AlamatJl. Dukuhwaluh
KotaPurwokerto
DaerahJawa Tengah
NegaraIndonesia
Telepon0281-636751, 630463
Fax0281-637239
E-mail Administratordigilib@ump.ac.id
E-mail CKOdigilib@ump.ac.id

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