WIRDA, SASTI (2016) ANALISIS KUALITAS PELAYANAN PADA SMP ISLAM TERPADU AL FURQON PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
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Abstract
The title of this research is the analysis of service quality on SMP Islam Terpadu Al Furqon Palembang. This research is aimed to determine the service quality on SMP Islam Terpadu Palembang and to know the most dominant dimension of service quality on SMP Islam Terpadu Al Furqon Palembang. The Data was obtained from questionnaires that is given to SMP IT Al Furqon Palembang students processed using percentage and analyzed using Cartesian diagram. There are five dimension of service quality, these are tangible, reliability, responsiveness, assurance and empathy. The result was obtained from questionaire from 132 respondents. The result showed the performance given by SMP Islam Terpadu Al Furqon has high quality in service and students satisfaction that is given the school is high but students expectation are greater than the performance provided by the school. The value of tangible dimension suitability is 78, 02%, the value of reliability dimension is 78,22%, the value of responsive dimension is 73,46%, the value of assurance dimension is 85,63% and the value of empathy dimension is 65,90%. By looking at Cartesius diagram, suitability index value is 77,67%, it means high quality in service and satisfaction students at service quality that is given by the school is high. It can be looked from the quadran B items than quadrant A. The dimension of dominant service quality is assurance dimension
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | Service Quality |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Management > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 22 Dec 2016 02:50 |
| Last Modified: | 22 Dec 2016 02:50 |
| URI: | http://eprints.polsri.ac.id/id/eprint/3079 |
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