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dc.contributor.authorSusilawati, Ika Rahma
dc.date.accessioned2017-08-21T02:58:58Z
dc.date.available2017-08-21T02:58:58Z
dc.date.issued2017-04-29
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dc.identifier.isbn978-602-361-068-6
dc.identifier.urihttp://hdl.handle.net/11617/9275
dc.description.abstractPenelitian ini bertujuan untuk mengetahui interkorelasi antara iklim pelayanan dalam organisasi (service climate) dan orientasi pelanggan yang dimiliki oleh pekerja di institusi perguruan tinggi, dalam membentuk kualitas pelayanan yang diberikan dan pengaruhnya terhadap kepuasan pelanggan akademik yang dalam hal ini diwakili oleh perspektif mahasiswa sebagai pelanggan primer dalam bidang pendidikan. Sebanyak 190 mahasiswa di Fakultas Ilmu Sosial dan Ilmu Politik UB menjadi sampel dalam penelitian ini. Teknik analisis data yang digunakan adalah analisis jalur. Hasil dari penelitian menunjukkan bahwa dari perspektif mahasiswa, kualitas pelayanan berpengaruh secara signifikan terhadap kepuasan mahasiswa terhadap fakultas secara independen parsial maupun simultan, namun aspek intraorganisasional yaitu iklim pelayanan dalam organisasi dan orientasi pelanggan pada karyawan tidak memberikan pengaruh langsung secara signifikan terhadap kepuasan mahasiswa. Kedua variabel tersebut hanya memberikan pengaruh langsung baik simultan maupun parsial terhadap kualitas pelayanan saja.in_ID
dc.language.isoidin_ID
dc.publisherMuhammadiyah University Pressin_ID
dc.subjectIklim pelayananin_ID
dc.subjectkepuasan pelangganin_ID
dc.subjectkualitas pelayananin_ID
dc.subjectorientasi pelayananin_ID
dc.titleBenarkah Atmosfer Pelayanan Dalam Institusi Perguruan Tinggi Dapat Meningkatkan Kepuasan Pelanggan?in_ID
dc.typeArticlein_ID


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