ANALISA KUALITAS JASA DI LINGKUNGAN AKADEMIK PADA PROGRAM STUDI X, UNIVERSITAS Y
DOI:
https://doi.org/10.3415/jurtek.v11i2.1403Keywords:
persepsi, ekspektasi, pendidikan, institusi, service quality, fish bone diagramAbstract
Kualitas merupakan pertemuan antara kebutuhan konsumen dengan produk yang disediakan yang pada akhirnya merujuk pada kepuasan konsumen. Kualitas bernilai tinggi membutuhkan investasi yang tinggi, bahkan juga dapat meningkatkan biaya. Denga pertumbuhan ekonomi dan teknologi yang tinggi, secara tidak langsung menumbuhkan juga persaingan antar Negara. Yang pada akhirnya pendidikan memiliki peranan penting dalam pembangunan, lewat proses belajar mengajarnya tentang sains dan teknologi. Pemerintah juga turut andil dalam upayanya meningkatkan kualitas dalam bidang pendidikan. Dimana visinya tertuang dalam Tri Dharma Perguruan Tinggi. Tujuan utama penelitian ini adalah menarik kemungkinan gap yang terjadi antara persepsi dan ekspektasi pada proses belajar mengajar. Alat instrument penelitian terdapat 22 item yang terbagi dalam 5 dimensi, yaitu: : [1] Bukti langsung (tangibles), [2] Keandalan (reliability), [3] Daya tanggap (responsiveness), [4] Jaminan (assurance), dan [5] Empathy.
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