ANALISIS MUTU LAYANAN DAN TINGKAT KEPUASAN SISWA DALAM PEMBELAJARAN DARING SELAMA MASA PANDEMIC COVID 19 PADA SD KRISTEN SATYA WACANA SALATIGA
ANALISIS MUTU LAYANAN DAN TINGKAT KEPUASAN SISWA MODEL SERQUAL
DOI:
https://doi.org/10.24246/j.sw.2021.v37.i1.p33-42Keywords:
Mutu Layanan, SERVQUAL, Pembelajaran DaringAbstract
This study aims to review the factors of service quality at Satya Wacana Christian Elementary School Salatiga and see the components that affect student satisfaction levels during the Covid 19 pandemic. This research is a descriptive qualitative study to analyze service quality and student satisfaction levels using an analytical model. SERVQUAL service quality. The subjects of this study were teachers, students, and parents of students in the Satya Wacana Christian Elementary School, Salatiga. Data collection was carried out by means of documentation, namely by collecting school documents, interviews, and distributing questionnaires to school principals, teachers, students, and committees. school or student's parent representative. Through this research, it can be seen the factors that affect the quality of service and the level of student satisfaction at the Satya Wacana Christian Elementary School, Salatiga.
Downloads
References
Akhlaghi, E., Amini, S., & Akhlaghi, H. (2012). Evaluating educational service quality in technical and vocational colleges using SERVQUAL model. Procedia-Social and Behavioral Sciences, 46(4), 5285-5289.
Coelho, C. D. A. Evaluation of perceived quality in services: application in a private elementary and high school. Florianópolis, 2004, 178 f. Dissertation (Master in Production Engineering) Graduate Program in Production Engineering, Federal University of Santa Catarina.
Kotler, P., & Keller, K. L. (2016). Manajemen Pemasaran. Pearson Education, Inc – PT. Indeks, Jakarta
Lovelock, C. Services: marketing and management. Sao Paulo: Saraiva, 2001.
Marley, K., Collier, D., & Goldstein, S. (2004). The role of clinical and process quality in achieving patient satisfaction in hospitals. Decision Sciences, 35, 349–369.
O’Neill, M. (2003). The influence of time on student perceptions of service quality: The need for longitudinal measures. Journal of Educational Administration, 41, 310–324.
Parasuraman, A., & Zeithmal, V. (2002). Understanding and improving service quality: A literature review and research agenda. In B. Weitz & R. Wensley (Eds.), Handbook of marketing. London: Sage, 339–367.
Parasuraman, A., Zeithaml, V., & Berry, L. (1991). Refinement and reassessment of the SERVQUAL instrument. Journal of Retailing, 67, 420–450.
Sakaran, Uma. 2008. Research Methods for Business: A Skill-Building Approach. Second Edition. New York: John Willey &Sons.
Sallis, E. (2012). Total Quality Management in Education. IRCiSod – Yogyakarta
Tjiptono, F., & Chandra, G. (2016). Service, Quality dan Satisfaction: Edisi 4. Andi, Yogyakarta
Voss, G., Parasurman, A., & Grewal, D. (1998). The roles of price, performance, and expectations in determining satisfaction in service exchanges. Journal of Marketing, 62(4), 46–61.
