PENGUKURAN KESENJANGAN KINERJA ANTARA SUPPLIER DENGAN CUSTOMER PADA RANTAI PASOKAN JASA PENDIDIKAN TINGGI MENGGUNAKAN METODE SERVQUAL
ABSTRACT: Performance is the
key to measure the quality of service. On the other side an increase in the
quality of service is one of the keys to winning the competition.
The purpose of this study is measuring the service quality of services at
the college using SERVQUAL. SERVQUAL method itself is a method to measure
services through five dimensions namely Tangibels, Empathy, Reliability,
Responsiveness and Assurance.
The results of using SERVQUAL method from 25 variables obtained
dimensions that has the biggest gap is Tangibels, Empathy, and Responsiveness.
Penulis: Hagai Nicholas
Ginting, Agung Sutrisno, Jefferson Mende
Kode Jurnal: jptmesindd170069
