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Persepsi Mahasiswa Terhadap Kualitas Layanan Staf Adminsitrasi dan Teknisi Jurusan Pada Lembaga Pendidikan Tinggi Negeri di Kota Pontianak

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dc.contributor.author Herdiansyah, Dedi
dc.contributor.author Wahyuarini, Tri
dc.contributor.author Syabanita Elida, Sri
dc.contributor.author Novieyana, Syarifah
dc.date.accessioned 2019-11-28T11:00:04Z
dc.date.available 2019-11-28T11:00:04Z
dc.date.issued 2019-11-28
dc.identifier.uri http://repository.polnep.ac.id/xmlui/handle/123456789/1751
dc.description.abstract The winner in business competition is organization which provides the best quality service for its customers. The purpose of this study is to confirm the effect of quality service on students' satisfaction of a higher educational institution in Pontianak. There are four dimension of SERVQUAL that covers in this research, namely: tangibles, reliability, responsiveness and emphaty. Service quality was represented by four administrative and technician staff that frequently handle students' problems. Survey was used as data collection method while questionnaire was used as data collection tool. Samples were chosen by probability sampling, stratified random sampling. Result of the study showed an affect of the four dimensions of SERVQUAL on students' satisfaction, where the most significant effect was occur from emphaty dimension. en_GB
dc.subject Quality service en_GB
dc.subject Customer satisfaction en_GB
dc.subject Administrative en_GB
dc.subject Technician and staff en_GB
dc.title Persepsi Mahasiswa Terhadap Kualitas Layanan Staf Adminsitrasi dan Teknisi Jurusan Pada Lembaga Pendidikan Tinggi Negeri di Kota Pontianak en_GB


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