Loyalitas Terhadap Layanan IT: Dampak Dimensi Layanan Tangible dan Assurance Terhadap Kepuasan Keseluruhan Dimensi Layanan
(1)
(*) Corresponding Author
Abstract
Sampai dengan saat ini tidak ada pengertian yang standard tentang “service quality” terutama kualitas layanan dalam dunia pendidikan. Tidak seperti barang dimana kita dapat mengukur kualitas barang tersebut dengan standard mutu yang ada ( crosby 1979; garvin 1983), tetapi layanan kualitas adalah abstrak dan sulit di pahami dimana ada 3 unsur unit dalam layanan
yaitu intangibility, heterogenitas, dan ketidak terpisahan dari produksi dan konsumsi
(Parasuraman, Zeithaml, and Berry 1985). Menurut E. Deming "Layanan kualitas adalah apa
yang memuaskan dan bahkan menyenangkan pelanggan ". dalam hal ini penulis merujuk
pada pelanggan adalah mahasiswa aktif. Dalam teesis ini penulis melakukan penelitian untuk
melihat bagaimana layanan yang di berikan terhadap mahasiswa dan layanan yang
diharapkan mahasiswa terhadap layanan pusat komputer (puskom) sebagai penyedia layanan
jasa informasi teknologi di perguruan tinggi. Kata kunci: kualitas pelayanan, pendidikan, IT,
kepuasan
Up to now there is no standard meaning of "service quality", especially the quality of servicein education. Not like the stuff that we can measure the quality of the goods to the existingquality standards (crosby 1979; Garvin 1983), but the service quality is an abstract anddifficult to understand where there are 3 elements in the service unit is intangibility,heterogeneity, and inseparability of production and consumption (Parasuraman, Zeithaml,
and Berry 1985). According to E. Deming "Service quality is what the customer satisfyingand even fun." in this case the author refers to the customer is an active student. In this thesis
the authors conducted a study to see how the service that is given to the student and theservice that is expected of the student computer center services as a provider of informationtechnology services at the college.
Keywords: service quality, education, IT, satisfaction
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