Main Article Content
Abstract
This research evaluates the effect of quality service on customer satisfaction in program studies of uni¬versity that are granted with accreditation rate either A or B from Badan Akreditasi Nasional. It also attempts to evaluate different quality service from program studies of university that are granted with accreditation rate either A or B, and to evaluate different quality service from program studies of university that are granted with accredita¬tion in same rated. Quality service is measured with SERVQUAL in five dimensions: reliability, responsiveness, assurance, empathy and tangibles.
The results show that customer satisfaction is affected by assurance, tangibles and reliability dimension. It also show that quality service is not different in program studies of university that are granted with accreditation rate ei¬ther A or B in reliability, responsiveness, tangible and empathy dimension. The different quality services from program studies of university that are granted with accreditation rate either A or B is on assurance dimension. In program studies with same grant show that although they have accreditation rate A, they have different quality in five dimension, and in program studies that are granted with accreditation rate B, they have different quality in responsiveness, assurance and tangible dimension, but there are not different in empathy dimension.
Key word: quality service, reliability, responsiveness, assurance, and empathy tangibles, Badan Akreditasi Nasional
The results show that customer satisfaction is affected by assurance, tangibles and reliability dimension. It also show that quality service is not different in program studies of university that are granted with accreditation rate ei¬ther A or B in reliability, responsiveness, tangible and empathy dimension. The different quality services from program studies of university that are granted with accreditation rate either A or B is on assurance dimension. In program studies with same grant show that although they have accreditation rate A, they have different quality in five dimension, and in program studies that are granted with accreditation rate B, they have different quality in responsiveness, assurance and tangible dimension, but there are not different in empathy dimension.
Key word: quality service, reliability, responsiveness, assurance, and empathy tangibles, Badan Akreditasi Nasional
Article Details
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
How to Cite
Munawaroh, M. (2009). Analisis Pengaruh Kualitas Jasa terhadap Kepuasan pada Industri Pendidikan di Yogyakarta. Jurnal Siasat Bisnis. Retrieved from https://journal.uii.ac.id/JSB/article/view/983