KUALITAS PELAYANAN PADA PERGURUAN TINGGI
##plugins.themes.bootstrap3.article.sidebar##
##plugins.themes.bootstrap3.article.main##
Abstract
Higher education institutions typify a social, formal institution encompassing internal and external relations among their stakeholder.s. At present, as free competition era endures, higher education institutions must be more responsive to their stakeholders, especially their internal stakeholders, i.e their students as their main asset. Therefore, identification of students’ perception toward institution’s performance is really imperative. This can be done through research on higher education institution’s service quality, where importance-performance analysis can be conducted from viewpoints: learning process, academic assistance, supporting educational resources, extracurricular activities, communication with institution administartors, and administrative services. Information on these aspects may become a gadget for evaluation. In the long run, it is expected to be able to revitalize higher education institutions to breed qualified graduates. Qualified
graduates which meet the business sector standard will eventually help develop the country’s competitiveness.
##plugins.themes.bootstrap3.article.details##
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
References
Alzola LM and Robaina VP. 2005. SERVQUAL: Its Applicability in Electronic Commerce B2C.
The Quality Management Journal, Vol. 12, Iss. 4. Milwaukee: American Society for
Quality.
Blose JE., William BT., and Leisa RF. 2005. Managing Service Quality Using Data Envelopment
Analysis. The Quality Management Journal, Vol. 12, Iss. 2. Milwaukee: American
Society for Quality.
Douglas J, Alex D, & Barry B. 2006. Measuring Student Satisfaction at a UK university.
Quality Assurance in Education Journal, Vol. 14, No. 3. Emerald Group Publishing
Limited.
Fandy Tj. 2002. Strategi Pemasaran. Yogyakarta: Andi.
_______. 2005. Brand Management and Strategy. Yogyakarta: Andi.
Iskandar H. dan Dadang S. 2005. Kualitas Pelayanan pada Fakultas Ekonomi Universitas
Kuningan. Jurnal Ekonomi Akuntansi & Manajemen, Vol. 1, No. 1. Fakultas Ekonomi
Universitas Kuningan.
Kotler P. and Karen FAF. 1995. Strategic Marketing for Educational Institution. Second Ed.
Englewood Cliffs, New Jersey: Prentice Hall, Inc.
_______, and Keller KL. 2006. Marketing Management. Pearson International Edition. New
Jersey: Pearson Prentice Hall.
Kusnendi A., Heny H., Furqon C. 2007. Kualitas Pelayanan pada Universitas Pendidikan
Indonesia (survey tentang harapan mahasiswa dan kenyataan yang dirasakan). Laporan
Penelitian Internal UPI.
Lovelock CH. 2002. Service Marketing. Second Edition, Englewood Cliffs, New Jersey:
Prentice Hal Inc.
Parasuraman A. Zeithaml VA., and Berry LL. 1990. Delivering Quality Service Balancing
Customer Perceptions and Expectations. New York: The Free Press A Division of
Macmillan Inc.
Saravanan R. and Rao KSP. 2007. Service Quality from the Customer's Perspective: An
Empirical Investigation. The Quality Management Journal, Vol. 14, Iss. 3. Milwaukee:
American Society for Quality.
Smith G., Smith A., and Clarke A.. 2007. Evaluating service quality in universities: a service
department perspective. Quality Assurance in Education Journal, Vol. 15, No. 3. Emerald
Group Publishing Limited.