Pengelolaan Perkuliahan Character Building yang Berorientasi pada Peningkatan Kepuasan Pelanggan di Binus University

Authors

  • Stephanus Ngamanken Bina Nusantara University

DOI:

https://doi.org/10.21512/humaniora.v5i2.3269

Keywords:

improvement of customer satisfaction, class management

Abstract

This study focuses on the improvement of customer satisfaction through good governance of Character Building course in Bina Nusantara University (Binus). CBDC as the department which organizes Character Building (CB) in Binus makes continuous improvements in all aspects in organizing CB. The purpose of this research as a partnership with CBDC is to look for and find the needs, desires, and expectations (importance) of students as customers about classroom managemant of CB in Binus. The research method used is Community Survey. Comunity Survey was conducted in 02PDO class at second semester of 2012/2013 academic year. Results of the research from 25 surveyed items show there are 13 items that students expected to get in the course but they did not get. There are 9 items that they expected to get in the course and they got. Moreover, there are 3 items that they did not expect to get in the course, but they got. Research concludes, in implementation of Character Building course in 02PDO class at second semester of 2012/2013 academic year, that there were 13-student expectation not fulfilled; 9-student expectation fulfilled; and 3 items not expected yet given in the lecture.

 

Dimensions

Plum Analytics

Author Biography

Stephanus Ngamanken, Bina Nusantara University

Character Building Development Center

References

Evertson C. M., & Weinstein, C. (2006). Classroom management as a field of inquiry. In C. M.

Evertson & C. Weinstein (Eds.). Handbook of Classroom Management: Research, practice, and contemporary issues (pp. 3-15). Mahwah, NJ: Lawrence Erlbaum Associates.

Freddy, R. (2003). Measuring Customer Satisfaction. Jakarta: Gramedia Pustaka Utama.

Gaspersz, V. (2002). Total Quality Management. Jakarta: Gramedia Pustaka Utama.

Kuswadi. (2002). Cara Mengukur Kepuasan Karyawan. Jakarta: Elex Media Komputerindo.

Marshall, S. & Kisser, K. J. (1993). Putting Total Quality Management to Work. San Francisco: Berrett-Koehler Publisher.

McCreary, R. (2013). Classroom Management. Diakses 28 Agustus 2013 dari http://www.netplaces.com/classroom-management/

Robbins, P. S. (1996). Organizational Behavior. USA: Prentice-Hall International.

Sagala, S. (2004). Manajemen Berbasis Sekolah & Masyarakat: Strategi Memenangkan Persaingan Mutu. Jakarta: Rakasta Samasta.

Sallis, E. (1993). Total Qualiti Management in Education. London: Kogan Page Educational Management Series.

Tyrrell, J. T. & Okrant, J. M. (2004). Importance-performance analysis: some recommendations from an economic planning perspective. Tourism Analysis, 9(1–2), Diakses 29 Agustus 2013 dari https://sustainabletourism.asu.edu/publications/files/importance-performance-analysis.pdf

UNIMED. (2012). UNIMED Masters, diakses 28 Agustus 2013 dari http://digilib.unimed.ac.id/public/UNIMED-Master-46-035030214%20Bab%20II.pdf

Downloads

Published

2014-10-30

Issue

Section

Articles
Abstract 158  .
PDF downloaded 107  .