Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya

Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya

The purpose of this study was developing a service quality model in the business of higher education services at the Faculty of Economics, University of Wijaya Kusuma Surabaya, Indonesia which is grounded that can be used as the foundation of researchers in a service research and implementation for...

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Bibliographic Details
Main Authors: Kristiningsih Kristiningsih, Adrianto Trimarjono
Format: Article
Language:English
Published: Universitas Proklamasi 45 Yogyakarta 2019-04-01
Series:Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship
Subjects:
customer satisfaction
customer unsatisfaction
critical incident technique
Online Access:https://ejournal.up45.ac.id/index.php/maksipreneur/article/view/395
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spelling doaj-a42c219fedd24700a5a8564106baed152021-09-22T14:48:56ZengUniversitas Proklamasi 45 YogyakartaJurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship2089-550X2527-66382019-04-018213915310.30588/jmp.v8i2.395316Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma SurabayaKristiningsih Kristiningsih0Adrianto Trimarjono1Universitas Wijaya Kusuma SurabayaUnicersitas Wijaya Kusuma SurabayaThe purpose of this study was developing a service quality model in the business of higher education services at the Faculty of Economics, University of Wijaya Kusuma Surabaya, Indonesia which is grounded that can be used as the foundation of researchers in a service research and implementation for business practitioners of higher education services. This research used a qualitative research design with a critical incident technique model, which explored the answers of the student respon-dents and alumni service users to examine deeper the experience of understanding the most satisfying and the most unsatisfaction of institutions.https://ejournal.up45.ac.id/index.php/maksipreneur/article/view/395customer satisfactioncustomer unsatisfactioncritical incident technique
collection DOAJ
language English
format Article
sources DOAJ
author Kristiningsih Kristiningsih
Adrianto Trimarjono
spellingShingle Kristiningsih Kristiningsih
Adrianto Trimarjono
Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya
Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship
customer satisfaction
customer unsatisfaction
critical incident technique
author_facet Kristiningsih Kristiningsih
Adrianto Trimarjono
author_sort Kristiningsih Kristiningsih
title Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya
title_short Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya
title_full Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya
title_fullStr Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya
title_full_unstemmed Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya
title_sort kualitas layanan dan kepuasan pelanggan: studi eksplorasi atas atribut kualitas layanan pada fakultas ekonomi universitas wijaya kusuma surabaya
publisher Universitas Proklamasi 45 Yogyakarta
series Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship
issn 2089-550X
2527-6638
publishDate 2019-04-01
description The purpose of this study was developing a service quality model in the business of higher education services at the Faculty of Economics, University of Wijaya Kusuma Surabaya, Indonesia which is grounded that can be used as the foundation of researchers in a service research and implementation for business practitioners of higher education services. This research used a qualitative research design with a critical incident technique model, which explored the answers of the student respon-dents and alumni service users to examine deeper the experience of understanding the most satisfying and the most unsatisfaction of institutions.
topic customer satisfaction
customer unsatisfaction
critical incident technique
url https://ejournal.up45.ac.id/index.php/maksipreneur/article/view/395
work_keys_str_mv AT kristiningsihkristiningsih kualitaslayanandankepuasanpelangganstudieksplorasiatasatributkualitaslayananpadafakultasekonomiuniversitaswijayakusumasurabaya
AT adriantotrimarjono kualitaslayanandankepuasanpelangganstudieksplorasiatasatributkualitaslayananpadafakultasekonomiuniversitaswijayakusumasurabaya
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