HARAPAN DAN PERSEPSI KONSUMEN TERHADAP KUALITAS LAYANAN DI KANTIN DI UNIVERSITAS KRISTEN PETRA

Erwin Iswanto Pantoro

Abstract


Penelitian ini dilakukan untuk menganalisa harapan dan persepsi konsumen terhadap kualitas layanan yang dilihat dari lima dimensi (reliability, responsiveness, assurance, empathy, dan tangibles) di kantin Universitas Kristen Petra. Serta untuk melihat gap antara harapan dan persepsi konsumen terhadap kualitas layanan. Teknik analisa yang dilakukan adalah deskriptif kuantitatif. Hasil penelitian menunjukkan adanya gap negatif antara harapan dan persepsi konsumen kantin Universitas Kristen Petra, yang berarti harapan konsumen lebih tinggi dari persepsi konsumen terhadap lima dimensi kualitas layanan di kantin Universitas Kristen Petra.

 

This study was conducted to analyze the expectations and perceptions of consumers towards service quality views on five dimension (reliability, responsiveness, assurance, empathy, and tangibles) on canteen Petra Christian University. As well as seeing the gap between the expectation and perceptions of consumers towards service quality. The analysis technique used is quantitative descriptive. The results showed the gap between the expectations and perceptions of consumers of canteen Petra Christian University, overall the results obtained there are negative gap between the expectation and perception of consumers toward five dimension of service quality on canteen Petra Christian University.


Keywords


Kualitas Layanan, Harapan, Persepsi, Gap.

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