Published: 2023-10-10
Analisis Dampak Kualitas Layanan Pada Fakultas Ekonomi Universitas di Provinsi Jawa Timur, Jawa Barat dan Jawa Tengah
DOI: 10.35870/emt.v7i4.1604
Imam Hanafi, Muhammad Nana Trisolvena, Caroline, Siti Sumiati
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Imam Hanafi:
University of Brawijaya
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Muhammad Nana Trisolvena:
Universitas Muhammadiyah Cirebon
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Caroline:
Universitas Sultan Fatah
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Siti Sumiati:
Sultan Agung Islamic University
Abstract
This study analyzes the impact of service quality at the Faculty of Economics of several universities in the provinces of East Java, West Java, and Central Java. This study aims to evaluate the correspondence between expectations and reality of 100 students from different Economics Faculties in 3 research provinces using the Convenience Sampling method. Research results show that there is a significant difference between expectations and reality in terms of reliability, showing that service quality at economics faculties in three provinces has still not met students' expectations. A similar phenomenon occurs in relation to the responsiveness factor, highlighting the need to increase the level of service responsiveness. The analysis also highlighted the need to improve trust and empathy elements in services, with significant discrepancies between expectations and reality. T-test results confirm that service quality, especially in the aspects of reliability, responsiveness, trustworthiness, empathy, and tangibility, still does not fully meet students' expectations. Faculty of Economics of three provinces. Therefore, relevant universities should increase efforts to improve the aspects of reliability, responsiveness, trustworthiness, empathy, and tangibility so that students can have more confidence in the services are provided. It is hoped that this step will have a positive impact in enhancing student satisfaction and their academic success.
Keywords
Service Quality; Faculty of Economics; Student; East Java, West Java and Central Java Provinces
Article Information
This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 7 No. 4 (2023)
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Section: Articles
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Published: 2023-10-10
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License: CC BY 4.0
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Copyright: © 2023 Authors
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DOI: 10.35870/emt.v7i4.1604
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Imam Hanafi, University of Brawijaya
Program Studi Administrasi Publik, Fakultas Ilmu Administrasi, Universitas Brawijaya, Kota Malang, Provinsi Jawa Timur, Indonesia
Muhammad Nana Trisolvena, Universitas Muhammadiyah Cirebon
Program Studi Teknik Industri, Fakultas Teknik, Universitas Muhammadiyah Cirebon, Kabupaten Cirebon, Provinsi Jawa Barat, Indonesia
Caroline, Universitas Sultan Fatah
Program Studi Ekonomi Pembangunan, Fakultas Ekonomi dan Ilmu Sosial, Universitas Sultan Fatah, Kabupaten Demak, Provinsi Jawa Tengah, Indonesia
Siti Sumiati, Sultan Agung Islamic University
Program Studi Manajemen, Fakultas Ekonomi, Universitas Islam Sultan Agung, Kota Semarang, Provinsi Jawa Tengah, Indonesia
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