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Dedi Herdiansyah
Jurusan Administrasi Bisnis, Politeknik Negeri Pontianak (Polnep)
Education

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PERSEPSI MAHASISWA TERHADAP KUALITAS LAYANAN STAF ADMINISTRASI DAN TEKNISI JURUSAN PADA LEMBAGA PENDIDIKAN TINGGI NEGERI DI KOTA PONTIANAK Herdiansyah, Dedi; Wahyuarini, Tri; Elida, Sri Syabanita; Novieyana, Syarifah
PRESTASI Vol 13, No 1 (2014)
Publisher : PRESTASI

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Abstract

Abstract The winner in business competition is organization which provides the best quality service for its customers. The purpose of this study is to confirm the effect of quality service on students’ satisfaction of a higher educational institution in Pontianak. There are four dimension of SERVQUAL that covers in this research, namely: tangibles, reliability, responsiveness and emphaty. Service quality was represented by four administrative and technician staff that frequently handle students’ problems. Survey was used as data collection method while questionnaire was used as data collection tool. Samples were chosen by probability sampling, stratified random sampling. Result of the study showed an affect of the four dimensions of SERVQUAL on students’ satisfaction, where the most significant effect was occur from emphaty dimension. Keywords: quality service, customer satisfaction, administrative, technician and staff.
Co-Authors Sri Syabanita Elida Syarifah Novieyana, Syarifah Tri Wahyuarini, Tri