Service quality that improves customer satisfaction in a university: a case study in Institut Teknologi Indonesia

[摘要] Universities should provide better service quality to get more customers. The purpose of this study was to find service quality which has impact on the increasing of customer satisfaction in a university. This study is a case study in Institut Teknologi Indonesia (ITI). The result of the study will help ITI to improve its service quality to increase customer satisfaction. This study employs path analysis technique. The data were collected through questionnaires developed from the literature. Questionnaires have two parts namely 1) service quality and 2) customer satisfaction. Service quality is measured through 22 questions with five service quality dimensions: 1) Tangibles, 2) Reliability, 3) Responsiveness, 4) Assurance and 5) Empathy. Customer Satisfaction is measured through 4 questions. The data then are processed by SPSS. The results showed that the students preferred to tangible quality improvement than intangible aspect.

[发布机构] Department of Industrial Engineering, Institut Teknologi Indonesia, Serpong, Indonesia^1;Faculty of Administrative Science, Universitas Indonesia, Indonesia^2

[关键词] Indonesia;ITS Services;Path analysis;Quality improvement;Service Quality;University