KUALITAS PELAYANAN PROGRAM PASCASARJANA MAGISTER MANAJEMEN FAKULTAS EKONOMI UNIVERSITAS BENGKULU

Alfansi, Lizar and Atmaja, Ferry Tema and Putri, Septrianti Eka and Hayu, Rina Suthia (2014) KUALITAS PELAYANAN PROGRAM PASCASARJANA MAGISTER MANAJEMEN FAKULTAS EKONOMI UNIVERSITAS BENGKULU. Management Insight, 7 (1). pp. 32-45. ISSN 1978-3884

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Abstract

This research aims to determine the consumer decision-making process, particularly with respect to the evaluation of the attributes that can influence decisions Unib MM studies, determine the performance of services and level of student satisfaction Unib MM. The sampling technique is carried out using nonprobability sampling techniques, namely accidental sampling. The study design used was qualitative, with analysis tools and content analysis of descriptive statistics.The results of students known to the decision making process associated with attributes that influence the decision. MM overall service quality according to students is good. Based on the five dimensions of service quality, the highest valuation is responsiveness and empathy. Regarding the cost of education, most students agreed that the cost of education Unib MM competitive with the cost of education from other colleges MM program. Similarly to the level of student satisfaction of MM services are satisfied. Efforts to develop a curriculum that must be performed regularly adjusted to the demands of the labor market. Standardization of services and internal evaluation of each semester to be done to improve service performance. Through the results of this study are expected to provide input for the graduate program to improve service performance continuously.

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