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All Journal Jurnal Mahasiswa Teknologi Pendidikan (JMTP) Indonesian Journal of Business and Entrepreneurship (IJBE) JOURNAL SCIENTIFIC OF MANDALIKA (JSM) GREENOMIKA EKONOMIKA45 Jurnal Ekonomi dan Manajemen (JEKMA) Journal of Innovation in Management, Accounting and Business SEIKAT: Jurnal Ilmu Sosial, Politik dan Hukum EKOBIS ABDIMAS : Jurnal Pengabdian Masyarakat Human Capital Development INOVASI: Jurnal Ekonomi, Keuangan, dan Manajemen Jurnal Ragam Pengabdian
SULISTIOWATI
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Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : EKONOMIKA45

 1 
THE INFLUENCE OF SERVICE QUALITY TOWARDS STUDENT’S SATISFACTION AT ACADEMIC ADMINISTRATION AND STUDENTS AFFAIRS DEPARTMENT (AASA) INSTITUTE OF BUSINESS AND INFORMATICS STIKOM SURABAYA Sulistiowati
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 5 No. 2 (2018): Juni: Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (562.641 KB) | DOI: 10.30640/ekonomika45.v5i2.75

Abstract

Institute of Business and Informatics STIKOM Surabaya (STIKOM Surabaya) is one of the private universities in Surabaya. STIKOM Surabaya has two faculties namely Faculty of Technology and Informatics, and Faculty of Economics and Business. The Faculty of Technology and Informatics has six departments, while the Faculty of Economics and Business has three departments. The department handling academic administration of students from all departments is Academic Administration and Student Affairs Department (AASA). The problem arises is STIKOM Surabaya had a will to evaluate the service quality in AASA based on student’s perceptions which would be used as an input to improve the service quality of AASA. Based on the above problem, then this study was held in order to know the influence of service quality in AASA to student’s satisfaction. The method used in this study was multiple linear regression analysis which measures the influence of service quality in AASA section to the satisfaction of the students of Institute of Business and Informatics STIKOM Surabaya and which factors of the dimensions of service quality that need to be improved. Service quality dimensions include Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results obtained are the dimensions of Reliability and Responsiveness have no effect on student’s satisfaction, while the dimensions of Tangible, Assurance, Empathy of service quality have a positive effect on student’s satisfaction at Institute of Business and Informatics by 63% which has a meaning that any increase of physical display dimensions, assurance, and empathy will increase student’ssatisfaction . Based on the results of the descriptive analysis, it is found that "AASA staff performance that has been neat and attractive" still needs to be improved, while other indicators of service quality tends to be very good, so it needs to be maintained.
THE ANALYSIS OF STUDENT’S SATISFACTION TOWARDS SERVICE QUALITY AT INSTITUTE BUSINESS AND INFORMATICS STIKOM SURABAYA Sulistiowati; Tutut Wurijanto; Henry Bambang Setyawan
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 6 No. 1 (2018): Desember: Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (557.057 KB) | DOI: 10.30640/ekonomika45.v6i1.83

Abstract

In this globalization era, business competition is thighter in all fields, nevertheless in eduacation field, especially in a university. According to Forlap Dikti, there are 17 state universities and 328 private universities in East Java. Institute Business and Informatics Stikom Surabaya (Stikom Surabaya) is one of the private universities in East Java which has two faculties. They are Technology and Informatics Faculty and Economics and Business Faculty. Technology and Informatics Faculty has some departments. They are Information System Department (S1 SI), Computer System Department (S1 SK), Visual Communication Design Department (S1 DKV), Graphics Design Department (S1 DG), Computer Multimedia Department (DIV KM), and Informatics Management (DIII MI), while Economics and Business Faculty has three departments. They are Management Department (S1 Man), Accounting Department, and Computerized office and Secretarial Department (DIII KPK). In order to win the competition, Stikom Surabaya always tries to evaluate the quality service based on student’s perception as an input to improve the service quality at Stikom Surabaya. Based on the above problem, the research was addressed to analysis student’s satisfaction towards service quality at Stikom Surabaya. this research used quality service theory written by Parasuraman by using five dimensions which are Tangible, Reliable, Responsiveness, Assurance and Empathy. Methode used in this research was Descriptive Statistic. Based on questionnaire distribution to 57 respondents who who were going to graduate, it was obtainned that students felt satisfied towards the quality service in responsiveness dimenstion, Reliable dimension and empathy. While tangible dimension which need to be improved is parking lot
Co-Authors , ANDREAN Agus Dwi Churniawan Ahmad Shalahuddin ANANG ZAENURI, MUHAMAD Angesti, Dyan Annisa Fitria Antok Supriyanto Aprilyandini, Kanti Ardanti, Farradina Putri Ayouvi Poerna Wardhanie Ayouvi Poerna Wardhanie Binawati, Lilis BIRLLIANTARI, FATICA Christiana, Maria Didit Anindita DIMAS SETIAJI, EKA DWI FIRMANSYAH, DENI Fauzan, Rizky HANA LUBIS, HUDA Henry Bambang Setyawan Heny Kuswanti Suwarsinah Hondro, Adrianus Janoari Hartadi, Hendri Julianto Lemantara Maria Christiana Iman Kalis Martinus Sony Erstiawan Mayang Sari NOVELA ROSADA, LINTANG Nurul Komari Paludi, Salman PUJI ARIYANA, ERNI PUSPITA DEWI, RATNA Simajuntak, Megawati SUTIKNO Titik Lusiani Titik Rosnani Tony Soebijono Tutut Wurijanto Wangi, Mega Pandan Zulkifli