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Journal : At-Tadbir : jurnal ilmiah manajemen

DIMENSI PELAYANAN PADA PERGURUAN TINGGI: STUDI PADA MAHASISWA PASCASARJANA khuzaini, Khuzaini; Maskur, Maskur
At-Tadbir : jurnal ilmiah manajemen Vol 3, No 1 (2019): At-Tadbir : jurnal ilmiah manajemen
Publisher : Islamic University of Kalimantan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (343.664 KB) | DOI: 10.31602/atd.v3i1.1803

Abstract

 Customer satisfaction is a very important factor in a business field including a non-profit business. One of the factors causing customer satisfaction in service businesses is the quality of service. With the existence of service quality factors, it is expected to increase customer satisfaction. Identifying the dimensions of service quality is certainly a very important thing in an effort to satisfy customers. Therefore this study seeks to build a dimension that has been mentioned in various literatures of course with some adjustments. This research was conducted at the Higher Education organization (non-profit) which aims to serve students. The dimensions used are Tangible, Reliability, Responsiveness, Assurance and Empathy. The analytical method used is to use factor analysis using the Partial Least Square (SEM-PLS) approach. This research is a pilot study (pilot-test) involving a sample of 82 master students. The test results show that the responsiveness indicator is not able to explain the service quality dimension variables. Keywords: Service Quality, PLS, postgraduate, pilot-test, satisfaction
Co-Authors Abdul Mutalib Abdullah, Ahmad Imam Adang H G Adang Hardi Gunawan Adolong, Nixon Al Rosid, Moh. Harun Ali S Kholimi Alimuddin Alimuddin Annas, Muhamad Annisa Utami Anwar Anwar Armada, Muhammad Ifal Aulia Saputra, Aulia Badaruddin Badaruddin Basuki Hidayat Boedi Rachman Cahaya Nova A. Cahya Nova Ardianto Cecep T. Rustendi Cecep Taufik Rustendi Chaeruman Chaeruman Chairussyuhur Arman Chalista, Igna Aquila Dede Kurniasih Endang Sarmini Enny Lestari Evi Dwi Wahyuni, Evi Dwi G, Adang H. Gustiyana, Gustiyana H., M. Rusydi H.G., Adang Haryono Haryono Herdianto, Dian R Herlan S, Herlan Husni Husni Irfan Noor, Irfan Isti Hidayah Jamari Jamari K. Hashimoto Khuzaini, Khuzaini Komar Sumantadinata Kusumawardani, Mutiara Laksmi Andri Astuti Lalu Muhammad Kasip Lama, Yuyu Lamrens Lestari Lestari Made Sriasih, Made Mahmud, Moh. Mamlukhah, Mamlukhah Martalena Ramli MASHYUR, JOHAN Moh. Dahlan Th Musa, Moh. Dahlan Th Moh. Dahlan Th. Musa Moh. Dahlan Th. Musa, Moh. Dahlan Th. Mokodongan, Rusliy Muhammad Subur Mujib Mujib, Mujib Nining Syarifulaya, Nining Nur Hayatin Nurul Huda Nurul Inayah ODANG CARMAN P, Anung Petrus Demon Sili Purwoko Purwoko Putra, Amal Rezka Putra, Amal Rezka Putra, Deny Qutara R, Rien Rahma Jan Rahmat Agus Hidayat, Rahmat Agus Ratlan Pardede Ratu Siti Aliah Rien Ritawidya Rozi, Tapaul Rustan Efendi Sandra Kasim, Sandra Sandra Sandra Siska Andriani, Siska Sri Setyowati Sri Wahyuni Sugeng Prasetyo Sukmajaya, Yade Sulaiman Ngongu Depamede Suropaty, Rifki Pujiansyah Tahyudin, Nur Talo, Joni Loe Tjahjo Winanto, Tjahjo Toiba, Yesberlin Triningsih Triningsih Tristiana Yuniarti Widyastuti Widjaksana Yayan Tahyan Yono S. Yono Sugiarto Yufis Azhar