PRATIWI, DYTA (2017) ANALISIS KESENJANGAN HARAPAN DAN KINERJA KUALITAS PELAYANAN PADA PERPUSTAKAAN POLITEKNIK NEGERI SRIWIJAYA PALEMBANG. Other thesis, POLITEKNIK NEGERI SRIWIJAYA.
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Abstract
The purpose of this research is to analyze the gap of service quality at the Library of State Polytechnic of Sriwijaya Palembang. The author would like to know the gap between hope and performances for each dimensions of service quality that is already good, which includes dimension of tangibles, reliability, responsiveness, assurance and emphaty. Data from this research using observations, questions, interview and research libraries. The data have been obtained and then processed using the Excel program. The result showed that the majority of visiters Library of State Polytechnic of Sriwijaya Palembang is already well from the service provided by the the Library of State Polytechnic of Sriwijaya Palembang. It can be seen from the total value index is obtained based on the level of hope 95,5% and 71,5% of performance. The result of the gap between hope and performances for each dimensions is well enough. It can be seen from the average value of conformity is 79,3%. The dimensions that has the most dominant gap based on the importance & performance diagram is the dimensions in quadrant 1. The author tries to advice the library should pay attention to the service quality provided and improve some service quality on seceral dimensions.
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | Kualitas Pelayanan, Dimensi Kualitas Pelayanan, Berwujud, Keandalan, Ketanggapan, Jaminan, Empati |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HG Finance |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 31 Oct 2017 01:23 |
| Last Modified: | 31 Oct 2017 01:23 |
| URI: | http://eprints.polsri.ac.id/id/eprint/4178 |
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