ANALISIS SERVQUAL-AHP PADA LABORATORIUM TERPADU UIN SUNAN KALIJAGA YOGYAKARTA

Wahyu Lukiyanto, NIM.: 05660021 (2011) ANALISIS SERVQUAL-AHP PADA LABORATORIUM TERPADU UIN SUNAN KALIJAGA YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Laboratory is one of the service industries that cater for students in college, besides that it also is a learning laboratory that promotes the ability of the skill, if organized properly then it will be able to help students improve their ability to achieve educational goals. It is also realized by an integrated laboratory UIN Sunan Kalijaga, a student or public services that provide student services and other public services. These laboratories are required to continuously improve its service quality laboratory services to the student users.UIN Sunan Kalijaga integrated laboratory is also necessary to optimize the form of services provided by management, either in the form of facilities, procedures, and behavior of employees. This needs to be done so that the students were satisfied with the services provided by the integrated laboratory of UIN Sunan Kalijaga So to measure it all done on the measurement of quality laboratory services that are based on five dimensions of quality that is tangible, reliability, responsiveness, assurance, and emphaty, which used the analysis method of servqual and servqual-AHP in analyzing the quality of laboratory services. From this research result that the dimension has a highest value gap in service is a laboratory according to calculations SERVQUAL dimension of responsiveness with the value gap (-1.93) whereas according to calculations SERVQUAL -AHP dimension of responsiveness is also a gap value of (-0.80), which has the dimension The highest weighting in the calculation of laboratory services by AHP is the dimension of responsiveness to the weight of (0,41), and level of services provided by the laboratory are at service levels that are less satisfactory as seen from the value of quality that is less than one (Q <1) with the mean average of (0.74)

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