ANALISA KESENJANGAN PERSEPSI TENTANG KUALITAS LAYANAN INTERNAL ANTARA HARAPAN DAN PELAKSANAAN Studi Kasus pada Direktorat Jendral Perkeretaapian

• Main Authors: , Jumanto, , Dra. Anita Lestari., M.Si.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/125591/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=65760
• Institution: Universitas Gadjah Mada

The purpose of the study is to analize the internal services accordance the Satker perceptions and the expectations of Directorate General of Railways the services quality. The Perceptions of internal service quality defined as the understanding of Satker to the services, while the Satker expectations provided from past experience, the implicit promise, the exclusive promise, and information by word of mouth among Satker. The results of the research survey showed that the Satker perceptions and the expectations was good. The result of the hipotesis test, there were any differences between the Satker perceptions and the expectations of the services quality in Directorate General of Railways. The differences generate the gap of perceptions and the expectations. The Physical�s dimension of the services quality gap was positive which means that the quality of services performed beyond expectations. Meanwhile, the other four dimensions those are Reliabilities dimension, Responsiveness� dimension, Assurance�s dimension and Empathy�s dimension were negatif, which means that the qualities of the services were not satisfy the Satker perceptions and expectations. The services quality is needed to improve.