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All Journal JAM : Jurnal Aplikasi Manajemen Jurnal Manajemen Indonesia Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Akrab Juara : Jurnal Ilmu-ilmu Sosial Charity : Jurnal Pengabdian Masyarakat COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Abdi Teknoyasa Jurnal Manajemen Pemasaran dan Perilaku Konsumen eProceedings of Applied Science Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Ati Mustikasari
Universitas Telkom
Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Medicine & Pharmacology Social Sciences

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Journal : Jurnal Manajemen Pemasaran dan Perilaku Konsumen

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ANALISIS E – SERVICE QUALITY PADA APLIKASI STUDENT ADMISSION SMB TELKOM UNIVERSITY Astriyani Sijabat; Sri Widaningsih; Ati Mustikasari
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 4 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

Telkom University is the best private university with the No.1 ranking in Indonesia which has changed the entire process of accepting prospective students using technology that is currently developing. The number of registrants that continues to increase in each year of admission makes Telkom University innovate to simplify the registration process for prospective students by creating a website-based application called "Student Admission" which is connected from the SMB Telkom website. The purpose of this study is to measure the dimensions of E - Service Quality contained in the Student Admission application on the quality and satisfaction of prospective new students at Telkom University. The method used in this research is descriptive quantitative method with the data used are primary data and secondary data, data collection techniques using interviews, observations, and questionnaires. Data collection using a population of prospective new students with a sample of 100 respondents. In this research, the dataanalysis technique used is descriptive analysis with the Importance Performance Analysis (IPA) and CustomerSatisfaction Index (CSI) methods. The results of the calculation of descriptive analysis show that reality and expectations get a score of 84.14 (very good) and 87.76 (very important). In the CSI calculation results, the result is 80.50 which indicates that prospective new students are satisfied with the Student Admission application service. The Importance Performance Analysis method shows that in quadrant A (top priority) regarding website access, information, features, PIN validation, theservices provided need to be improved.
Co-Authors Abdurrahman Rahim Abdurrahman Rahim Thaha Agus Maolana Hidayat Astri Wulandari Astriyani Sijabat Bachruddin Saleh Luturlean Dhiya Ulhaq Mufid Diaz Setiadi Gusvionita Maiyora Leni Cahyani Nellyaningsih Rahmat Hidayat Ratna Gema Maulida Saragih, Romat SATRIYAS ILYAS Sri Widaningsih Suryana R Achmad Syifa Milenia Murniati Veronica Siti Putri Budi Utami