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Dian Ernie, Susanti (2010) ANALISIS KUALITAS LAYANAN PADA LEMBAGA KURSUS BAHASA INGGRIS ENGLISH FIRST MALANG. Other thesis, University of Muhammadiyah Malang.


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Types of research is descriptive, using the method of survey data collection method in which researchers simply record data as it is, analyze and interpret data conducted in English language colleges English First Malang branch with the title "Analysis of Service Quality Institute in English Course English First Malang ". The purpose of the research conducted to determine the level of correspondence between expectations and performance that consumers perceived the quality of services provided and to determine the dimensions of service quality that need to be repaired. Usability research, especially for English language colleges English First Malang, is expected to provide input and consideration for the English language colleges English First Malang to improve and enhance the quality of services provided. Analysis tools used in this study by using servqual and rectangular diagram. Based on calculations servqual dimension-by-dimension then the average value of no performance that exceeds the average value of hope. This means that the dimension-by dimension in service quality can be said English First Malang has not yet good quality. Servqual calculation results show that the overall quality of service at English First Malang still can not say either. The results of the calculation diagram of the rectangular indicators needs to be improved and considered important by students, however, the management do not match the customer desires. These indicators are included English First Malang cleaning service to clean the room swiftly, English First Malang employees provide administrative services quickly, English First Malang employees provide a rapid response to student complaints, English First Malang has a number of foreign teachers more and English First Malang can guarantee students will be fluent in English. The dimensions that must be improved is the dimension of responsiveness and assurance dimensions. Based on the conclusions from the findings, it proposed several recommendations that are expected to provide English First Malang suggestion box to collect suggestions and criticism from students in an effort to know the lack of service has been given to the students, English First Malang expected to provide labor standards so that cleaning service can carry out their duties according to existing standards, English First Malang expected to provide training services to employees, employees are expected to provide services to students who have a high concern to the students. In addition to the management English First Malang expected to increase the number of foreign teachers, the management of English First Malang expected to give assurance to the students to be able to speak English fluently, the English First Malang expected further increase in performance and responsiveness dimensions assurance dimension.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 11 Apr 2012 04:02
Last Modified: 11 Apr 2012 04:02

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