Uji Model SerQual pada Perguruan Tinggi: Survey Empiris Mutu Layanan dan Kepuasan Mahasiswa Fakultas Ekonomi Universitas Widya Dharma Klaten

Authors

  • Dandang Setyawanti Universitas Widya Dharma Klaten
  • Anis Marjukah Universitas Widya Dharma Klaten
  • Abdul Haris Universitas Widya Dharma Klaten
  • M Suranto Universitas Widya Dharma Klaten
  • Agung Nugroho Jati Universitas Widya Dharma Klaten
  • M Pujo Darmo Universitas Widya Dharma Klaten

DOI:

https://doi.org/10.55123/mamen.v1i3.718

Keywords:

Satisfaction Index, Servqual, Learning Service, Covid-19 Pandemic

Abstract

This study aims to analyze the students’ Faculty of Economics Universitas Widya Dharma satisfaction index by analyzing the gaps in each element of service. The research method is quantitative with the test of gap between expectation and perception of service quality. The respondents were 170 students in the three study programs with purposive sampling technique. The quantitative test was conducted in the form of validity test, item reliability, and Servqual gap test. The research finding shows that all dimensions have a gap value with the largest gap value in the physical evidence dimension. Lecturers and education staff  in Economics Faculty Unwidha must be able to improve the service quality with the priority improvements starting from the largest gap value so the students’ satisfaction is created

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Published

2022-07-30

How to Cite

Dandang Setyawanti, Anis Marjukah, Abdul Haris, M Suranto, Agung Nugroho Jati, & M Pujo Darmo. (2022). Uji Model SerQual pada Perguruan Tinggi: Survey Empiris Mutu Layanan dan Kepuasan Mahasiswa Fakultas Ekonomi Universitas Widya Dharma Klaten. MAMEN: Jurnal Manajemen, 1(3), 449–459. https://doi.org/10.55123/mamen.v1i3.718

Issue

Vol. 1 No. 3 (2022): Juli 2022

Section

Articles

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Copyright (c) 2022 Dandang Setyawanti, Anis Marjukah, Abdul Haris, M Suranto, Agung Nugroho Jati, M Pujo Darmo

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