Servqual dalam Pelayanan Kelas pada Laboratorium Manajemen
Keywords:serqual, Gap analysis, science management, service quality, laboratory
AbstractThis study aims to determine how the quality service class of Laboratory School of Business Management (SoBM), Bina Nusantara University to students majoring in management science to management courses (Quantitative Business Analysis). SoBM has 3 campuses spreading across West Jakarta and Tangerang, which are as much as 2 campuses in West Jakarta and 1 campus in Alam Sutra area (Tangerang). The research was only conducted on campus Alam Sutra (Tangerang) which is relatively new, consisted only 1 class (42 students) that the specialization is entrepreneurship management science courses. This study applied Servqual method which is a measure of customer satisfaction through gap analysis, developed by Parasuraman, Zeithaml, and Berry. Respondents in this study consisted of 42 students who all as population. The results showed that all Servqual dimensions have an unsatisfactory quality. This can be seen from all the negative gaps in dimension tangibles, reliability, responsiveness, assurance and empathy. From all the negative values, reliability dimension
(-6.58) has a gap with the highest negative value or the least satisfactory quality.
Arief. (2007). Pemasaran Jasa & Kualitas Pelayanan. Malang: Bayu Media Publishing.
Abdullah, L. (2011). Evaluation of customer satisfaction: fuzzy linguistic approach. International
Conference on Business and Economic Research, 2nd, 2011.
Abdullah, L., & Khadiah, S. (2011). Fuzzy Linguistic for Measuring Customer Satisfaction.
International Journal of Latest Trends in Computing, 2(2), 220.
Aydin, O & Pakdil, F. (2008). Fuzzy Servqual Analysis in Airline Services, 41(3).
A’yunin, Q., & Surharyanta, D. (2012). Analisis Tingkat Kualitas Pelayanan Jasa Menggunakan
Metode Service Quality (Servqual) FUZZY di Instalasi Radiologi Rumah Sakit Umum Daerah
(RSUD) Panembahan Senopati Bantul Tahun 2012. KESMAS, 7(1), 1-54.
Bebko, C. P. (2000). Service intangibility and its impact on consumer expectations of service quality.
Journal of Services Marketing, 14(1), 9-26.
Buchari, A. (2009). Manajemen Pemasaran dan Pemasaran Jasa. Cetakan ke-8. Bandung: Alfabeta.
Boulding, W., Kalra, A., Staelin, R. & Zeithaml, V. A. (1993). A dynamic process model of service
quality: from expectations to behavioral intentions. Journal of Marketing Research, 30, 7-27.
Boshoff, C. (1997). An experimental study of service recovery options. International Journal of
Service Industry Management, 8(2), 110-130.
Cuthbert, P. F. (1996a). Managing service quality in HE: is SERVQUAL the answer? Part1.
Managing Service Quality, 6(2), 11-16.
DiDomenico, E., and Bonnici, J. (1996). Assessing service quality within the educational
environment. Education Journal, 116(3), 353-359.
Dhote, S., and Keswani I. P. (2012). Evaluation of service quality in hospital using fuzzy reasoning
approach. Int. Journal of Applied Sciences and Engineering Research, 1, 4.
Dotchin, J. A., and Oakland, J. S. (1994). Total quality management in services, part 1: understanding
and classifying services. International Journal of Quality & Reliability Management, 11(3), 9-
Djunaidi, M., Setiawan, E., & Haryanto, T. (2006). Analisis kepuasan pelanggan dengan pendekatan
fuzzy service quality dalam upaya peningkatan kualitas pelayanan. Jurnal Ilmiah Teknik
Industri, 4(3), 139-146.
Galloway, L. (1998). Quality perceptions of internal and external customers: a case study in
educational administration. The TQM Magazine, 10(1), 20-26.
Gasperz, V. (2012). All in one Management Toolbook. Bogor: Tri Albros.
Gerson, R. F. (2004). Mengukur Kepuasan Pelanggan. Jakarta: PPM.
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: Concepts and models.
International Journal of Quality & Reliability Management, 11(9), 43-66.
Gronroos, C. (2001). The perceived service quality concept a mistake? Managing Service Quality,
Hoe, T. C. (2004). Measuring student perception of Service Quality in higher education.
Dissertation, DBA program of the University of South Australia.
Kandampully, J., & Butler, L. (2001). Service guarantees: a strategic mechanism to minimise
customers' perceived risk in service organizations. Managing Service Quality Journal, 11(2),
Kusuma Dewi, Sri & Purnomo, H. (2010). Aplikasi Logika Fuzzy untuk Pendukung Keputusan.
Cetakan Pertama, Edisi 2. Yogyakarta : Graha Ilmu.
Kellogg, D. L., Youngdahl, W. E. & Bowen, D. E. (1997). On the relationship between customer
participation: two frameworks. International Journal of Service Industry Management, 8(3),
Kelsey, K. D. & Bond, J.A. (2001). A model for measuring customer satisfaction within an academic
centre of excellence. Managing Service Quality, 11(5), 359-368.
Kotler, P., & Amstrong, G. (2008). Prinsip-Prinsip Pemasaran. Cetakan ke-12. Jakarta: Erlangga.
Kotler, P. (2009). Manajemen Pemasaran. Edisi ke-13 Jilid 1. Jakarta: Erlangga.
Kurniasari, A., & Hadi, C. (2012). Penilaian kualitas Pelayanan Jasa oleh Konsumen Bengkel Resmi
Sepeda Motor Honda AHASS UD. Ramayana Motor Surabaya. Jurnal Psikologi Industri dan
Lovelock, C. H., & Wright, L. K. (1999). Principles of Services Marketing and Management. New
McColl, R., Callaghan, B., & Palmer, A. (1998). Services Marketing: a Managerial Perspective.
Noel, H. (2009). Consumer Behaviour. Switzerland: AVA.
O'Brien, E. M., & Deans, K. R. (1996). Educational supply chain: a tool for trategic planning in
tertiary education? Marketing Intelligence & Planning, 14(2), 33-40.
Oldfield, B. M., & Baron, S. (2000). Student perceptions of service quality in a UK university
business and management faculty. Quality Assurance in Education, 8(2), 85-95.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994). Reassessment of expectations as a
comparison standard in measuring service quality: implications for further research. Journal
of Marketing, 58, 111-124.
Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Refinement and reassessment of the
SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for
measuring consumer perceptions of quality. Journal of Retailing, 64(1), 12-40.
Roest, H. and Pieters, R. (1997). The nomological net of perceived service quality. International
Journal of Service Industry Management, 8(4), 336-351.
Soutar, G., and McNeil, M. (1996). Measuring service quality in a, tertiary institution. Journal of
Educational Administration, 34(1), 72-82.
Sarjono, H., & Julianita, W. (2011). SPSS vs LISREL, sebuah pengantar Aplikasi untuk Riset. Jakarta:
Sugiyono. (2012). Metode Penelitian Bisnis. Bandung: Alfabeta.
Taylor, S. A., and Baker, T.L. (1994). An assessment of the relationship between service quality and
customer satisfaction in the formation of consumers' purchase intentions", Journal of
Retailing, Vol. 70, No. 2, pp. 163-178.
Tjiptono, F dan Chandra, G.; (2011). Service, Quality, and Satisfaction. Edisi ke-3. Yogyakarta: Andi.
Triton, P. B. (2006). SPSS 13.0 Terapan: Reset Statistik Parametrik. Yogyakarta: Andi.
Umar, H. (2008). Riset Pemasaran dan Perilaku Konsumen. Jakarta: Gramedia Pustaka Utama.
Wann-Yih Wu, Shin-Wen Hsiao, & Hsing-Ping Kuo. (2004). Fuzzy Set Theory Based Decision
Model for Determining Market Position and Developing Strategy for Hospital Service
Quality. International Journal of Total Quality Management, 15(4), 439-456.
Waugh, R. F. (2002). Academic staff perceptions of administrative quality at universities.
Journal of Educational Administration, 40(2), 172-188.
Yamit, Z. (2005). Manajemen Kualitas Produk dan Jasa. Yogyakarta: Ekonesia.
Yamit, Z. (2010). Manajemen Kualitas Produk & Jasa. Cetakan ke-5. Yogyakarta: Ekonisia.
Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we
know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67-85.
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)