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All Journal Jurnal Manajemen Bisnis IJBE (Integrated Journal of Business and Economics) Jurnal Darussalam: Jurnal Pendidikan, Komunikasi dan Pemikiran Hukum Islam al-Iltizam: Jurnal Pendidikan Agama Islam DIALEKTIKA International Journal of Business, Humanities, Education and Social Sciences (IJBHES) KOMMAS: Jurnal Pengabdian Kepada Masyarakat
Ratri Nurina Widyanti
Universitas Teknologi Yogyakarta
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Library & Information Science Social Sciences Other

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Journal : Jurnal Manajemen Bisnis

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STUDENT PERCEPTION OF THE QUALITY OF SERVICE IN THE MASTER OF MANAGEMENT STUDY PROGRAM OF UNIVERSITAS TEKNOLOGI YOGYAKARTA Widyanti, Ratri Nurina
Jurnal Manajemen Bisnis Vol 10, No 2: September 2019
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.10179

Abstract

Quality of service is a major supporter in building public trust in the quality of services in the field of education. As users of services in the field of education, student satisfaction needs to be a priority and attention in providing service. This paper aims to analyze student perceptions of service quality and analyze the effect of service quality gaps on the expectations of students of the MM-UTY Program, with a case study in the Master of Management Study Program of the Universitas Teknologi Yogyakarta (Prodi MM-UTY). The concept used as the analysis was service quality, with data collection methods carried out through observation, questionnaires, and interviews. The analytical method used to test the research instrument was factor analysis to test the construct validity and reliability. The results of this study indicate the perception of student satisfaction with the quality of services conducted by the Prodi MM-UTY. Likewise, the average Gap score is positive so that the quality of service at this time is sufficient to meet the expectations and desires of students, which in general need to be maintained. However, partially, there are still some services in Prodi MM-UTY experiencing gaps so that it is necessary to improve the quality of sustainable services.
Co-Authors Deraman Deraman Ferida Yuamita Inon Listyorini Laras Sitoayu Mustaqim Pabbajah Saiful Akhyar Lubis Selvone Christin Pattiserlihun Septi Diana Sari Ulfa Amalia Widyatmoko, Widi Fajar