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All Journal Journal of Management and Business Review
Martdian Ratna Sari
Program Studi Akuntansi Bisnis, Sekolah Tinggi Manajemen PPM
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Pengaruh Kualitas Layanan terhadap Kepuasaan Pengguna Badan Layanan Umum (BLU) Bidang Pendidikan Universitas selama Pandemi Covid-19 Benediktus Tandya Pinasthika; Alhamdi Zuhri; Martdian Ratna Sari
Journal of Management and Business Review Vol 20, No 1 (2023)
Publisher : Research Center and Case Clearing House PPM School of Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34149/jmbr.v20i1.237

Abstract

This study examines the effect of service quality on user satisfaction of public service agencies (BLU) in the education sector during the covid-19 pandemic. The quality of the services is measured using 14 service satisfaction indicators released in the Decree of the Minister of Administrative Reform Number: 63/KEP/M.PAN/7/2003. The sample in this research is state universities (PTN) with legal entities in Jabodetabek. The sample was determined using a purposive sampling technique. The results of this study indicate that service quality has a positive effect on service user satisfaction. Therefore, the better the service quality, the higher the satisfaction of service users.
Co-Authors Alhamdi Zuhri Benediktus Tandya Pinasthika