THE DEVELOPMENT CONCEPT OF SERVICE QUALITY AT STUDENT AFFAIRS DEPARTMENT OF WIDYATAMA UNIVERSITY USING FACTOR ANALYSIS

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THE DEVELOPMENT CONCEPT OF SERVICE QUALITY AT STUDENT AFFAIRS DEPARTMENT OF WIDYATAMA UNIVERSITY USING FACTOR ANALYSIS

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Title: THE DEVELOPMENT CONCEPT OF SERVICE QUALITY AT STUDENT AFFAIRS DEPARTMENT OF WIDYATAMA UNIVERSITY USING FACTOR ANALYSIS
Author: Anwar, Tezza Adriansyah; Hapsari, Ayuningtyas Yuli
Abstract: Student Affairs Department is one of the departments that relate directly to students in the extra-curricular activities service. The improvement of service quality to students is the major policy of this department. Continuous improvements are always done by the department both in terms of service facilities and service quality. However, such efforts are felt not optimal because there are still some complaints about the services that performed. Therefore, it is necessary to know the factors of service quality that should be addressed so that the improvement efforts could in line with the students' expectations. The objective of this research is to find out factors that shaped the service quality concept. This research used exploratory method. The primary sample data took 115 student of Widyatama University as respondent. The scale used in this research is Likert scale which is later transformed into interval scale using Method of Successive Interval. Factor analysis is used to find out any factors that shaped the service quality concept in terms of services that provided by the Student Affair Department. The results of this research proved that there are five factors that shaped service quality concept in Student Affair Department. Those five factors is called convenience, accuracy, accessibility, communication and attitude.
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/3129
Date: 2011-11-04


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