Jurnal Poros Teknik Mesin Unsrat
Vol. 6 No. 1 (2017): Jurnal Poros Teknik Mesin Unsrat

PENGUKURAN KESENJANGAN KINERJA ANTARA SUPPLIER DENGAN CUSTOMER PADA RANTAI PASOKAN JASA PENDIDIKAN TINGGI MENGGUNAKAN METODE SERVQUAL

Hagai Nicholas Ginting (Unknown)
Agung Sutrisno (Unknown)
Jefferson Mende (Unknown)

Article Info

Publish Date
03 May 2017

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. Keywords: Performance, SERVQUAL, Quality Gap

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Journal Info
Jurnal Poros Teknik Mesin Unsrat
Website

Abbrev

poros

Publisher

Universitas Sam Ratulangi

Subject

Automotive Engineering Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering

Description

Jurnal Poros Teknik Mesin Unsrat (JPTMU) merupakan jurnal yang diterbitkan oleh Jurusan Teknik Mesin Fakultas Teknik Universitas Sam Ratulangi dengan periode penulisan dua terbitan per tahun pada bulan Juli dan November. Artikel yang diterbitkan mencakup bidang Teknik Mesin dan Teknik ...