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dc.contributor.authorHayati, Neuneung Ratna
dc.contributor.authorMuchlis, Tanti Irawati
dc.contributor.authorMardi
dc.date.accessioned2011-03-15T03:37:25Z
dc.date.accessioned2019-10-21T12:05:35Z
dc.date.available2011-03-15T03:37:25Z
dc.date.available2019-10-21T12:05:35Z
dc.date.issued2008-01-26
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/1269
dc.description.abstractBig challenge to every organization is to find breakthrough to achieve consistent customer and stakeholder satisfaction in order to maintain a sustainable organization. Customer satisfaction is measure by comparing the customer’s perception of actual services received to the customer’s expectation of the services. Customer satisfaction measurement conducted to find out the satisfaction level to the Widyatama University services. One of the requirements of ISO 9001:2000 is the obligation of management to regularly monitor and evaluate stakeholder perception to the products and services as the key to create sustainability. Since 2005 Widyatama University has used Student’s Satisfaction Inventory, adapted from quality of service measurement methods developed by USA Group, Noel Levitz. The method uses importance level, satisfaction level, and gap between importance and satisfaction. The result is used to analyze in determining improvement priority using importance-satisfaction matrix. Convenience sampling techniques is used in questionnaire distribution including active students from all faculties so the result will reflect performance of University services.en_US
dc.description.sponsorshipLembaga Pendidikan Bekerjasama dengan FKIP Universitas Lampungen_US
dc.language.isootheren_US
dc.publisherSeminar Nasional Pendidikan, Lembaga Peneltian dan FKIP Universitas Lampungen_US
dc.relation.ispartofseries;KIN CD 009
dc.subjectCustomer satisfactionen_US
dc.subjectStudent’s Satisfaction Inventoryen_US
dc.subjectImportance Levelen_US
dc.subjectSatisfaction Levelen_US
dc.subjectGap Performanceen_US
dc.titleKEPUASAN PELANGGAN (MAHASISWA) DALAM PELAYANAN PENDIDIKAN SEBAGAI PERBAIKAN MUTU BERKELANJUTAN DALAM PENDIDIKAN TINGGI (Studi Kasus di Universitas Widyatama)en_US
dc.typeOtheren_US


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