<![CDATA[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.]]>
Copyrights © 2025
