Laporan Survey Indeks Kepuasan Mahasiswa Terhadap Layanan Akademik UIN Ar-Raniry Banda Aceh 2017
| Main Author: | Khatib A. Latief, 2011026501 |
|---|---|
| Format: | Monograph NonPeerReviewed Book |
| Bahasa: | ind |
| Terbitan: |
Lembaga Penjaminan Mutu (LPM) UIN Ar-Raniry
, 2017
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| Subjects: | |
| Online Access: |
https://repository.ar-raniry.ac.id/id/eprint/2495/1/FINAL%20IKM%20UIN%20Ar-Raniry%2013%20Nov%202017.pdf https://repository.ar-raniry.ac.id/id/eprint/2495/ |
Daftar Isi:
- Survey Indeks Kepuasan Mahasiswa terhadap layanan akademik UIN Ar-Raniry tahun 2017 adalah hasil penilaian mahasiswa berdasarkan persepsi, pengetahuan, pengalaman, dan perasaan mahasiswa. Di dalam survey ini diterminasi kualitas layanan, LPM rujuk pada teori yang dikembangkan oleh Valarie A. Zeithaml di dalam bukunya Delivering Quality Service . Zeilthaml bersama dengan A. Parasuraman, dan Leonard Berry menjelaskan kualitas layanan dapat diukur dari (1) Tangibles - appearance of physical facilities, equipment, personnel, and communication materials (2) Reliability – ability to perform the promised service dependably and accurately (3) Responsiveness – willingness to help customers and provide prompt service (4) Assurance – knowledge and courtesy of employees and their ability to convey trust and confidence (5) empathy – caring, individualized attention the firm provides its customers.