Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya

Kristiningsih, . (2019) Kualitas Layanan dan Kepuasan Pelanggan: Studi Eksplorasi atas Atribut Kualitas Layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya. Univ. Proklamasi 45 Yogyakarta. (Unpublished)

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Abstract

The purpose of this study was developing a service quality model in the business of higher education services at the Faculty of Economics, University of Wijaya Kusuma Surabaya, Indonesia which is grounded that can be used as the foundation of researchers in a service research and implementation for business practitioners of higher education services. This research used a qualitative research design with a critical incident technique model, which explored the answers of the student respondents and alumni service users to examine deeper the experience of understanding the most satisfying and the most unsatisfaction of institutions. Keywords: Customer satisfaction, customer unsatisfaction, critical incident technique.

Item Type:	Other
Subjects:	H Social Sciences > HC Economic History and Conditions
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Sulimin BP3
Date Deposited:	20 May 2021 04:16
Last Modified:	20 May 2021 04:16
URI:	http://erepository.uwks.ac.id/id/eprint/8953

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