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Abstract: <br /> <br /> <br /> <br /> This study aims to measure the service quality in School of Business and Management ITB (SBM ITB). SBM is an educational institution that places students as its customer thus student satisfaction concerning service quality is importa...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/5867 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Abstract: <br />
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This study aims to measure the service quality in School of Business and Management ITB (SBM ITB). SBM is an educational institution that places students as its customer thus student satisfaction concerning service quality is important feedback for improvement. Students satisfaction was evaluated by using SERVQUAL, an instrument that measures the difference between what students expected and what they really perceived, using a modified Parasuraman questionnaire. As a comparator, the student of Regional and Urban Planning Program (PL) was also asked to fill in the same questionnaire. Following Parasuraman, this study also assessed five service dimensions reliability, tangibility, responsiveness, assurance and empathy. The result reflected the real situation at the survey time. SBM service quality is better off compared to PL, although the overall score within SBM is still below expectation. Tangibility is the strongest dimension in SBM due to facilities available. Empathy is the weakest dimension especially concerning operational hours. However there are quite a lot weak points showing that students requested more care from the lecturers. Thus this study suggests that students hoped for a more considerate treatment from lecturers. <br />
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