ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA HARAPAN DAN PELAKSANAAN Studi Kasus pada Direktorat Jendral Perkeretaapian
The purpose of the study is to analize the internal services accordance the Satker perceptions and the expectations of Directorate General of Railways the services quality. The Perceptions of internal service quality defined as the understanding of Satker to the services, while the Satker expectatio...
| Main Authors: | , |
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| Format: | Thesis |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: |
| _version_ | 1826047454725799936 |
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| author | , Jumanto , Dra. Anita Lestari., M.Si. |
| author_facet | , Jumanto , Dra. Anita Lestari., M.Si. |
| author_sort | , Jumanto |
| collection | UGM |
| description | The purpose of the study is to analize the internal services accordance the Satker
perceptions and the expectations of Directorate General of Railways the services
quality. The Perceptions of internal service quality defined as the understanding of
Satker to the services, while the Satker expectations provided from past experience,
the implicit promise, the exclusive promise, and information by word of mouth among
Satker.
The results of the research survey showed that the Satker perceptions and the
expectations was good. The result of the hipotesis test, there were any differences
between the Satker perceptions and the expectations of the services quality in
Directorate General of Railways. The differences generate the gap of perceptions and
the expectations. The Physical�s dimension of the services quality gap was positive
which means that the quality of services performed beyond expectations. Meanwhile,
the other four dimensions those are Reliabilities dimension, Responsiveness�
dimension, Assurance�s dimension and Empathy�s dimension were negatif, which
means that the qualities of the services were not satisfy the Satker perceptions and
expectations. The services quality is needed to improve. |
| first_indexed | 2024-03-13T23:11:09Z |
| format | Thesis |
| id | oai:generic.eprints.org:125591 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T23:11:09Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1255912016-03-04T08:39:29Z https://repository.ugm.ac.id/125591/ ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA HARAPAN DAN PELAKSANAAN Studi Kasus pada Direktorat Jendral Perkeretaapian , Jumanto , Dra. Anita Lestari., M.Si. ETD The purpose of the study is to analize the internal services accordance the Satker perceptions and the expectations of Directorate General of Railways the services quality. The Perceptions of internal service quality defined as the understanding of Satker to the services, while the Satker expectations provided from past experience, the implicit promise, the exclusive promise, and information by word of mouth among Satker. The results of the research survey showed that the Satker perceptions and the expectations was good. The result of the hipotesis test, there were any differences between the Satker perceptions and the expectations of the services quality in Directorate General of Railways. The differences generate the gap of perceptions and the expectations. The Physical�s dimension of the services quality gap was positive which means that the quality of services performed beyond expectations. Meanwhile, the other four dimensions those are Reliabilities dimension, Responsiveness� dimension, Assurance�s dimension and Empathy�s dimension were negatif, which means that the qualities of the services were not satisfy the Satker perceptions and expectations. The services quality is needed to improve. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , Jumanto and , Dra. Anita Lestari., M.Si. (2013) ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA HARAPAN DAN PELAKSANAAN Studi Kasus pada Direktorat Jendral Perkeretaapian. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=65760 |
| spellingShingle | ETD , Jumanto , Dra. Anita Lestari., M.Si. ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA HARAPAN DAN PELAKSANAAN Studi Kasus pada Direktorat Jendral Perkeretaapian |
| title | ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA
HARAPAN DAN PELAKSANAAN
Studi Kasus pada Direktorat Jendral Perkeretaapian |
| title_full | ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA
HARAPAN DAN PELAKSANAAN
Studi Kasus pada Direktorat Jendral Perkeretaapian |
| title_fullStr | ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA
HARAPAN DAN PELAKSANAAN
Studi Kasus pada Direktorat Jendral Perkeretaapian |
| title_full_unstemmed | ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA
HARAPAN DAN PELAKSANAAN
Studi Kasus pada Direktorat Jendral Perkeretaapian |
| title_short | ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA
HARAPAN DAN PELAKSANAAN
Studi Kasus pada Direktorat Jendral Perkeretaapian |
| title_sort | analisa kesenjangan persepsi tentang kualitas layanan internal antara harapan dan pelaksanaan studi kasus pada direktorat jendral perkeretaapian |
| topic | ETD |
| work_keys_str_mv | AT jumanto analisakesenjanganpersepsitentangkualitaslayananinternalantaraharapandanpelaksanaanstudikasuspadadirektoratjendralperkeretaapian AT draanitalestarimsi analisakesenjanganpersepsitentangkualitaslayananinternalantaraharapandanpelaksanaanstudikasuspadadirektoratjendralperkeretaapian |