International Conference on Information Technology Applications and Systems (ICITAS), ICITAS2018

Font Size: 
The Analysis of Service Quality at Academic And Student Affairs Department (Asa Department) Institute of Business And Informatics Stikom Surabaya
Sulistiowati Sulistiowati, Henry Bambang Setyawan, Tutut Wurijanto

Last modified: 2018-05-11


Stikom Surabaya has a work unit that serves the needs of student academic administration, called Academic and Student Affairs Department (ASA Department). One of the efforts to improve performance ASADepartment is the availability of the feedback to know the students' satisfaction with the academic administrative services in Stikom Surabaya. The problem is ASADepartmenthas not done the effort to get the feedback from the students to know the service quality which has been provided. Based on the above problems, this study wanted to know the results of service quality feedback descriptively in ASADepartment.The service quality in this study included five dimensions. They were Tangibles, Reliability, Responsiveness Assurance, Empathy. The result of the research has showed that all dimensions of service quality hasgrade point average (GPA) above 3 which meansthat it is good, on the contrary, in tangible dimension, the appearance of ASA Department staff who already dress clean and neat have GPAabout 2.95 which means still close to good.The performance of ASA's staff members needs to be improved.

Keywords— service quality,dimension, descriptive.

Full Text: PDF