ANTESEDEN, DIMENSI DAN KONSEKUENSI KUALITAS PELAYANAN (STUDI PADA STIEI INDONESIA BANJARMASIN)
| Main Author: | Maladi, Muhammad |
|---|---|
| Format: | Article PeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
STIE INDONESIA BANJARMASIN
, 2019
|
| Subjects: | |
| Online Access: |
http://eprints.stiei-kayutangi-bjm.ac.id/1033/1/Penelitian.pdf http://eprints.stiei-kayutangi-bjm.ac.id/1033/ http://www.stie-kayutangi-bjm.ac.id |
Daftar Isi:
- The purpose of these paper is to report on the view of students on respect to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoritical model in teh context of college in Banjarmasin-Indonesia. This research used focus group discussions with 28 students who have been studying in undergraduate program in STIE Indonesia Banjarmasin. The findings show that the critical antecedents to perceived service quality are information and past experiences. There are three aspects of perceived service quality, namely, academic, administrative and facilities. Student satisfaction and student trust are found to have direct and positive relationshipswith perceived service quality as consenquences; and image is found to have indirect relationships with perceived service quality mediated through satisfaction and trust.