Customer Satisfaction Towards Faculty Service Using Service Quality Dimensions Perspective from Economic and Business Faculty Students
Customer Satisfaction Towards Faculty Service Using Service Quality Dimensions Perspective from Economic and Business Faculty Students
Author : R. NURAFNI RUBIYANTI; MAHENDRA FAKHRI; Prabubento Cakti Published on : International Seminar & Conference on Learning Organization (Hotel Indonesia Kempinski, Jakarta Indonesia)
Abstract
The purpose of this paper is to examine the perception of student on the quality of faculty services. It also attempts to assess their level of satisfaction towards faculty services. The study was carried out using Importance Performance Analysis and data was collected by questionnaire adopted from a quality impact survey based on SERVQUAL dimensions. The result will reveal the students??? satisfaction of faculty service and the priority attribute of SERVQUAL dimensions that should be considered. The study is limited to the Telkom University on Business Economic Faculty, thus generalization to other academic service is premature at this stage. This paper will helpful to faculty to improve secretariat, especially in delivering service to students.
