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All Journal Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Lea Rama Salim
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Evaluasi Kualitas Layanan Fotokopi Berdasarkan SERVQUAL di Politeknik Negeri Jakarta Iis Mariam; Irfan Rusydi Triyanto; Friscila Purba; Hardiya Ariesti; Lea Rama Salim; Wahyu Setianingsih; Zaskia Nurul Annisa
Seminar Nasional Riset Terapan Vol. 14 No. 01 (2025): SNRT XIV TAHUN 2025
Publisher : Administrasi Niaga Politeknik Negeri Jakarta

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Abstract

This study aims to evaluate the photocopy service quality at Politeknik Negeri Jakarta using the SERVQUAL model, which measures five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The urgency of this research lies in the importance of photocopy services as part of the supporting services that assist student learning activities, playing a significant role in enhancing user satisfaction. The research method used is descriptive quantitative, with a questionnaire as the data collection instrument. The sample consists of 100 active students who have used the photocopy service, selected using purposive sampling. The collected data were analyzed using descriptive statistics to describe the service quality based on the SERVQUAL dimensions. The results show that the photocopy service quality at Politeknik Negeri Jakarta falls under the “Satisfied” category, with the highest scores in the reliability and assurance dimensions, while the tangibles and responsiveness dimensions require more attention. Based on these findings, it is recommended to improve the physical facilities, speed up service time, and enhance staff training in handling complaints and improving communication about service prices.
Co-Authors Friscila Purba Hardiya Ariesti Iis Mariam Irfan Rusydi Triyanto Wahyu Setianingsih Zaskia Nurul Annisa