APAKAH LEMBAGA PENDIDIKAN PEDULI DENGAN PELAYANAN?
Kata Kunci:
consumer behavior, formal educational institution, service factorsAbstrak
Abstract: With the growing numbers of educational institutions, both formal, informal
and informal, and with the improving comprehension of the society on the importance
of service, this research aims to investigate the level of satisfaction of students of those
educational institutions. This is also in conformation with the expansion of information
technology whereby the information exchanges are faster, and educational institutions,
which disregard this trend may be left behind. Using the basic foundation from the field
of study on consumer behavior, this research tries to evaluate on service delivery and
performance of educational institutions. This research relies on purposive and
proportional sampling to university students in Jakarta, Tangerang, and Bandung.
Interview sessions, observations, and questionnaire distributions are conducted to
gather primary data from the registered students of selected formal educational
institutions. Of course, it is expected that personnels of those educational institutions
grasp the important role of service delivery and performance, and the influential factors
on the success of services. Nevertheless, the findings show that the level of service
delivery of lecturers and administrative staff in higher educational institutions need
drastic improvement to allow students to receive the optimal level of service.
Keywords: consumer behavior, formal educational institution, service factors
Unduhan
Cara Mengutip
Terbitan
Bagian
Lisensi
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that this paper has not been published in the same form elsewhere.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
