Analisis Kualitas Jasa (Studi di Wisma MM UGM)
This study aims to analyze gap between customer expectations and customer perceived service quality at Wisma MM UGM in each dimensions of Servqual. Further, this research analyze importance-performance level in each Servqual dimension according to the service given by Wisma MM UGM employees. Researc...
| Main Authors: | , |
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2011
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| _version_ | 1797030622713085952 |
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| author | , Shelawati Wahono , Dr. Fahmy Radhi, MBA |
| author_facet | , Shelawati Wahono , Dr. Fahmy Radhi, MBA |
| author_sort | , Shelawati Wahono |
| collection | UGM |
| description | This study aims to analyze gap between customer expectations and
customer perceived service quality at Wisma MM UGM in each dimensions of
Servqual. Further, this research analyze importance-performance level in each
Servqual dimension according to the service given by Wisma MM UGM
employees. Research limitation on the fifth gap of the five service quality models.
Questionaire which is used, is adapted from the servqual questionaire
made by Parasuraman in 1985. Stratified sampling method used to collect data
from 70 people respondent. Respondent divide into two kinds of guest, they are
short stay guest and long stay guest. Servqual Analysis with t test, Servperf
Analysis, and Importance-Performance Analysis used to analyze the data.
Result from Servqual and t test found out the gap on each servqual
dimension. The biggest gap found on Facility dimension. The lowest gap found on
Assurance dimension. Servperf result showed lower performance than Servqual. It
happened because the consumer expectation of Wisma MM UGM is lower than
the standard quality which used to compare the performance itself. Importanceperformance
Analysis plotted Assurance and Reliability dimension in Keep Up the
Good Work Quadrant. There are three dimensions which plotted in Low Priority
Quadrant, they are Tangible, Responssive, and Empathy dimension. One
dimension plotted in Concentrate Here Quadrant, it is Facility Dimension. |
| first_indexed | 2024-03-13T22:08:42Z |
| format | Thesis |
| id | oai:generic.eprints.org:89889 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:08:42Z |
| publishDate | 2011 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:898892014-08-20T02:53:54Z https://repository.ugm.ac.id/89889/ Analisis Kualitas Jasa (Studi di Wisma MM UGM) , Shelawati Wahono , Dr. Fahmy Radhi, MBA ETD This study aims to analyze gap between customer expectations and customer perceived service quality at Wisma MM UGM in each dimensions of Servqual. Further, this research analyze importance-performance level in each Servqual dimension according to the service given by Wisma MM UGM employees. Research limitation on the fifth gap of the five service quality models. Questionaire which is used, is adapted from the servqual questionaire made by Parasuraman in 1985. Stratified sampling method used to collect data from 70 people respondent. Respondent divide into two kinds of guest, they are short stay guest and long stay guest. Servqual Analysis with t test, Servperf Analysis, and Importance-Performance Analysis used to analyze the data. Result from Servqual and t test found out the gap on each servqual dimension. The biggest gap found on Facility dimension. The lowest gap found on Assurance dimension. Servperf result showed lower performance than Servqual. It happened because the consumer expectation of Wisma MM UGM is lower than the standard quality which used to compare the performance itself. Importanceperformance Analysis plotted Assurance and Reliability dimension in Keep Up the Good Work Quadrant. There are three dimensions which plotted in Low Priority Quadrant, they are Tangible, Responssive, and Empathy dimension. One dimension plotted in Concentrate Here Quadrant, it is Facility Dimension. [Yogyakarta] : Universitas Gadjah Mada 2011 Thesis NonPeerReviewed , Shelawati Wahono and , Dr. Fahmy Radhi, MBA (2011) Analisis Kualitas Jasa (Studi di Wisma MM UGM). UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=51138 |
| spellingShingle | ETD , Shelawati Wahono , Dr. Fahmy Radhi, MBA Analisis Kualitas Jasa (Studi di Wisma MM UGM) |
| title | Analisis Kualitas Jasa (Studi di Wisma MM UGM) |
| title_full | Analisis Kualitas Jasa (Studi di Wisma MM UGM) |
| title_fullStr | Analisis Kualitas Jasa (Studi di Wisma MM UGM) |
| title_full_unstemmed | Analisis Kualitas Jasa (Studi di Wisma MM UGM) |
| title_short | Analisis Kualitas Jasa (Studi di Wisma MM UGM) |
| title_sort | analisis kualitas jasa studi di wisma mm ugm |
| topic | ETD |
| work_keys_str_mv | AT shelawatiwahono analisiskualitasjasastudidiwismammugm AT drfahmyradhimba analisiskualitasjasastudidiwismammugm |