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Kepuasan Pelanggan terhadap Kualitas Layanan studi kasus di STEKPI.

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The Objective of this study is to investigate the customer satisfaction in the case of a higher learning institution. The respondents were asked how they perceived the services provided by STEKPI. Using Service Quality (SERVQUAL) as the theoretical based and path analysis, the study found the following;
1. Majority of the respondent percieved that online information system, academic administration system and financial facility are sufficients, while medical facility and automated information machine were reported less sufficients.

2. STEKPI reputation as one of the attribute was considered just "good" and although the majority of respondents thinks that money spent were worthed the service they received, they also believed that, in general, those services could have been better.

3. Variables that significantly has direct effect on customer satisfaction is online information system, medical facility and STEKPI reputation have indirect effects on the satisfaction, through the moderating variable the service value.

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

EKUBANK/ Vol. 02, Juli 2008; hal. 25-40

Penerbit

Jakarta : STEKPI., 2008

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

8544131

Klasifikasi

NONE

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

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