Studi kualitas pelayanan dari segi fasilitas dan operasional di Universitas Al Azhar Indonesia (sebuah studi kasus)

Parwati, Niken and Ramli, Dinda Mutia (2012) Studi kualitas pelayanan dari segi fasilitas dan operasional di Universitas Al Azhar Indonesia (sebuah studi kasus). Jurnal Al-Azhar Indonesia Seri Sains dan Teknologi, 1 (4). pp. 162-172. ISSN 2355-8059

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Abstract

University of Al Azhar Indonesia (UAI) is attempting to increase their services quality at operational and facility level. This study is conducted to obtain customer perception (in this case the student) about UAI performance versus the student’s expectancy. The study began with mapping operational procedure in service blueprint which become as basis of generating questionnaires. To analyze the result, Service Quality (ServQual) and Quality Function Deployment (QFD) are modeled. From the two models analysis results, the priority attributes to enhance the service quality in UAI are (1) table and chair coziness, (2) lecturers’ communication quality, (3) visibility of UAI banner and signage, (4) number of women restrooms, (5) length of queue in the bank, (6) simplicity of tuition payment procedure, (7) number of table and chair in the library, (8) lecturers’ grading objectivity, (9) lecturers’clarity in delivering their material, (10) employees code of dress (properly and neatly), (11) lecturers’ code of dress (tidiness), (12) student grades are announce openly in detail, (13) more practical tuition payment system (e.g using ATM), (14) number of men restrooms, (15) admission procedur simplicity.

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