PERBAIKAN KUALITAS LAYANAN PENDIDIKAN DI JURUSAN TEKNIK GRAFIKA DAN PENERBITAN POLITEKNIK NEGERI JAKARTA DALAM MEMENUHI HARAPAN MAHASISWA
Abstrak
Abstract. Bearing the title of public universities do not make the Department of
Graphic and Publishing - PNJ can relax in getting prospective students , this can
be seen from the decrease in the number of students who follow the specialization
in the admission of students from year to year. The Department needs to do proper
marketing efforts . One form of marketing that can be done is the Word of Mouth
(WOM) marketing. Word of Mouth Marketing, can only be achieved if students
are satisfied with the services provided. The results of the satisfaction
measurement using SERVQUAL method, students are not satisfied with the
service and the value of the gap all the negative attributes, while based
measurements with IPA and QFD obtained five priority improvement is to
provide a suggestion box for students and accommodate the needs/complaints of
students through the PA (academic supervisor), makes excellent service standards
for each division there, strengthen and expand the internet network and the
existing intercom especially classrooms, complete the number of books, the layout
of the book and reading room and create an e-library system to facilitate the
search, borrow and return books, make plans for the procurement of laboratory
and workshop equipment .
Keywords: education, SERVQUAL, IPA, QFD
Unduhan
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:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive 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
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. 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.
