THE DEVELOPMENT CONCEPT OF SERVICE QUALITY AT STUDENT AFFAIRS DEPARTMENT OF WIDYATAMA UNIVERSITY USING FACTOR ANALYSIS
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Date
2011-11-04
Journal Title
Journal ISSN
Volume Title
Publisher
11th Annual SEAAIR Conference
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.
Description
Keywords
Service quality, Factor Analysis, Student Affair Department