PENGARUH LAYANAN E-SERVICE FISIP UNTIRTA TERHADAP TINGKAT KEPUASAN MAHASISWA (Studi Kasus Word Of Mouth, Personal Need, Past Experience, External Communications, Expected Service dan Perceived Service Program Studi Ilmu Komunikasi Tahun Ajaran 2011-2013)
| Main Author: | Gebby Irene, Asri |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | ind |
| Terbitan: |
, 2014
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| Subjects: | |
| Online Access: |
https://eprints.untirta.ac.id/10820/1/PENGARUH%20LAYANAN%20E-SERVICE%20%20FISIP%20UNTIRTA%20TERHADAP%20TINGKAT%20KEPUASAN%20MAHASISWA.PDF https://eprints.untirta.ac.id/10820/ http://fisip.untirta.ac.id/ |
Daftar Isi:
- As one of the competitive advantages in FISIP Untirta is an e-service. E-service FISIP Untirta as an alternative medium of communication channels to students who can improve the image FISIP Untirta and facilitate access to the internet base (Web Based Service) is greater. So the purpose of this study to determine how much influence the e-service FISIP Untirta the level of student satisfaction, indicators of e-service begins reliability, responsiveness, assurance, empathy and tangibles. Teori E-SERVQUAL is based on the assumption that consumers compare the performance service attributes - attributes relevant to the ideal standard / perfect for each service attribute. Type is an explanatory study with a quantitative approach. The population in this study were students of Faculty of Social Sciences program Untirta Communications Academic Year 2011-2013 as many as 437 people who produce a sample size of 82 people who use the technique of random sampling.Teknik data collection used in this study was a survey by distributing questionnaires. Based on the research results, the obtained results indicate that there is the influence of e-service FISIP Untirta on student satisfaction level of 0.789. Acquisition of these figures and the effects can be categorized as being either. So the hypothesis is proven that H0 is rejected and Ha accepted, ie there is the influence of e-service FISIP Untirta on the Word Of Mouth, Personal Need, Past Experience, External Communication, Expected Service dan Perceived Service) Program Studi Ilmu Komunikasi Tahun Ajaran 2011-2013 level of student satisfaction.