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GAP Persepsi Manajemen dan Mahasiswa terhadap Kualitas Jasa di Universitas Sunan Giri Surabaya

EBIS: Jurnal Ekonomi dan Bisnis

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Field Value
 
Title GAP Persepsi Manajemen dan Mahasiswa terhadap Kualitas Jasa di Universitas Sunan Giri Surabaya
 
Creator Retnowati, Eli
 
Subject tangible
reliability
responsiveness
assurance
empaty
 
Description This study aims to determine the perception of students and the university managers about the service quality of the university in the dimensions of tangible (X1)‚ reliability (X2)‚ responsiveness (X3)‚ assurance (X4) dan empathy (X5) in University of Sunan Giri Surabaya. Respondents are of 260 students and 40 managers of UNSURI Surabaya. The result of gap analysis of the student respondents is -1‚18 and of the managers is -0‚35. The negative value means that there is a gap between accepted services quality and the expected service quality. Customer Satisfaction Index (CSI) of student perception is 3.02 by the conversion score is 60‚04 that is at the middle category. Customer Satisfaction Index (CSI) of managers perception is 3.63 by the conversion score is 72‚60 that is at the high category. Result of Importance-Performance Analysis student perception is tangibles dimensions (X1)‚ Reliability (X2) and Responsiveness (X3) is at quadrant C‚ assurance dimensions (X4) is at quadrant B‚ and empathy dimensions (X5) is at quadrant A. Result of Importance-Performance Analysis (IPA) managers perception is tangibles dimensions (X1) and assurance (X4) is at quadrant D‚ reliability dimensions (X2) is at quadrant B‚ responsiveness dimensions (X3) and empathy (X5) is at quadrant C.
 
Publisher Fakultas Ekonomi Universitas Sunan Giri Surabaya
 
Date 2018-01-26
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier https://journal.unsuri.ac.id/index.php/ebj/article/view/82
 
Source EBIS: Jurnal Ekonomi dan Bisnis; Vol. 8 No. 1 (2018): EBIS-Jurnal Ekonomi dan Bisnis (Januari 2018); 13-20
JURNAL EKONOMI BISNIS; Vol 8 No 1 (2018): EBIS-Jurnal Ekonomi dan Bisnis (Januari 2018); 13-20
2809-0713
2088-6152
 
Language eng
 
Relation https://journal.unsuri.ac.id/index.php/ebj/article/view/82/retnowati-artikel
 
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