GAP Persepsi Manajemen dan Mahasiswa terhadap Kualitas Jasa di Universitas Sunan Giri Surabaya
Keywords:
tangible, reliability, responsiveness, assurance, empatyAbstract
This study aims to determine the perception of students and the university managers about the service quality of the university in the dimensions of tangible (X1)‚ reliability (X2)‚ responsiveness (X3)‚ assurance (X4) dan empathy (X5) in University of Sunan Giri Surabaya. Respondents are of 260 students and 40 managers of UNSURI Surabaya. The result of gap analysis of the student respondents is -1‚18 and of the managers is -0‚35. The negative value means that there is a gap between accepted services quality and the expected service quality. Customer Satisfaction Index (CSI) of student perception is 3.02 by the conversion score is 60‚04 that is at the middle category. Customer Satisfaction Index (CSI) of managers perception is 3.63 by the conversion score is 72‚60 that is at the high category. Result of Importance-Performance Analysis student perception is tangibles dimensions (X1)‚ Reliability (X2) and Responsiveness (X3) is at quadrant C‚ assurance dimensions (X4) is at quadrant B‚ and empathy dimensions (X5) is at quadrant A. Result of Importance-Performance Analysis (IPA) managers perception is tangibles dimensions (X1) and assurance (X4) is at quadrant D‚ reliability dimensions (X2) is at quadrant B‚ responsiveness dimensions (X3) and empathy (X5) is at quadrant C.
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