Analisis Kesenjangan Kualitas Pelayanan dan Kepuasan Mahasiswa Politeknik Perdana Mandiri dan STIEB Perdana Mandiri Purwakarta

Abstract

The turnover rate of students is one of indicator of dissatisfaction. This is indicated by the number of students lost during learning process. According to data from academic division of STIEB Perdana Mandiri dan Politeknik Perdana Mandiri, the percentage of students who’re outgoing in 2013 until 2015, tends to fluctuate. The condition is vunerable increasing because of there are so many students who take leave without permission. It is allegedly due to the lack of service quality of institution to whole students. The objective of the study is identifying the service quality gap based on perceptions the students of STIEB Perdana Mandiri dan Politeknik Perdana Mandiri. Also analizing the effect of service quality gap to students satisfaction. The object of this study was limited to the aspects of tangibility, emphaty, reliability, responsiveness, and assurance.