PENILAIAN KEPUASAN KONSUMEN INTERNAL DI BIDANG JASA PENDIDIKAN (Studi Kasus di Fakultas Ekonomi dan Psikologi Universitas Muhammadiyah Surakarta)

Sri Padmantyo(1*), Haryanto Haryanto(2), Imronuddin Imronuddin(3)

(1) Prodi Manajemen dan Bisnis Universitas Muhammadiyah Surakarta
(2) Prodi Manajemen dan Bisnis Universitas Muhammadiyah Surakarta
(3) Prodi Manajemen dan Bisnis Universitas Muhammadiyah Surakarta
(*) Corresponding Author

Abstract

Quality and customers are two important factors for every organization. Good quality is usually
followed by customers’ loyality. Therefore, organization should enhance their quality improvement. This
research is aimed at investigating internal customers’ satisfaction in education services. Two faculties in
Muhammadiyah University of Surakarta are chosen as sample, i.e. Economics Faculty and Psychology
Faculty. The result shows that most of internal customers of the two faculties are less satisfied than it is
should be.

Keywords

internal customers’ satisfaction, triangle preseption, education services.

Full Text:

PDF

References

A. Zeithamal, V., Parasuraman, A., & L. Berry, L. (1985). “Problems and Strategic in Services Marketing”, Journal of Marketing, Vol 49 (Spring).

Aaker, D. A., Kumar, V., & Day, G. S. (2001), Marketing Research, 7th ed. New York: John Wiley & Sons.

Cooper, Donald, R., & Pamela S Schindler. (2000), Business Research Methods 7th ed. New York: McGrawHill.

Crask, M., Fox, R. J., & Stout, R. G. (1995), Marketing Research: Principles and Applications. New Jersey: PrenticeHall

Des Thwaites. (1999). “Closing the Gaps: Service Quality in Sport Tourism”, Journal of Services Marketing, Vol. 13,

No. 6.

Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998), Multivariate Data Analysis, 5th ed. New Jersey:

Prentice-Hall International, Inc.

Haryanto, Kussudyarsana, & Rini, K. (2001). “Penerapan ServQual dengan Analisis Gap untuk Mencapai Kondisi Ideal Kualitas Pelayanan di Fakultas Ekonomi Universitas

Muhammadiyah Surakarta”, Penelitian Reguler LPM-Universitas Muhammadiyah Surakarta

Kotler, P. (1991). Marketing Management: Analysis, Planning, Implementation, and Control (7th Ed). New Jersey: Prentice Hall.

Parasuraman, A., A. Zeithamal, V., & L. Berry, L. (1995). “A Conceptual Model of Service Quality and Its Implication for Future Research”, Journal of Marketing, Vol 49 (fall).

Santoso, S. (2000), SPSS: Statistik Parametrik. Jakarta:

Elex Media.

________. (2002), SPSS: Statistik Multivariate.Jakarta:

Elex Media.

Sekaran, U. (1992), Research Methods for Business: A Skill Building Approach, 2nd ed. John Willey & Sons, Inc.

Stamatis, D. H. (1996). Total Quality

Service: Principles, Practices and Implementation.

Florida:

St. Lucies

Press.

Tjiptono, F. (1997). Prinsip-prinsip Total Quality Service. Andi Offset: Yogyakarta.

DOI: 10.23917/benefit.v8i1.1191

Article Metrics

Abstract view(s): 210 time(s)
PDF: 144 time(s)

Refbacks

  • There are currently no refbacks.