EVALUASI IMPLEMENTASI SERVICE ORIENTATION PADA JASA PENDIDIKAN: TINJAUAN DI UNIVERSITAS MERCU BUANA YOGYAKARTA
ABSTRACT: Service companies
have to focus
on service orientation
in achieving sustainable competitive advantages.
The impact of
service orientation may be
viewed as a
roadblock that business must navigate
in order to
reduce negative effects
generated from interaction
with customers. The purpose
of this study
is to evaluate
the implementation of
service orientation in education
service. The dimensions
of service orientations
including: service encounter practices, service
system practices, service
leadership practices and
human resources management practices.
This study analyzes
the dyadic data
collected from 45
questionnaires distributed to service employees in Mercu Buana
University. This study adopted a 5-point Likert Scale for a questionnaire which
comprised of question already developed for other studies but modified to
serve this study
purposes. The result
shows that Mercu
Buana University has implemented service orientation in good
practices.
Keywords: Service
Orientation, service encounter,
service system, service
leadership and human resources
management
Penulis: Audita Nuvriasari
Kode Jurnal: jpsosiologidd120141
