EFEKTIVITAS KOMITMEN MANAJEMEN ATAS KUALITAS PELAYANAN FRONTLINE EMPLOYEES DI PERGURUAN TINGGI
Abstract: Customers have a
very important role for the survival and progress of each organization. Service
providers are internal customers while the service users are external
customers. Harmonious interactions between the ability and willingnessof
employees to provide services with the customer satisfaction in using the
service, will become competitive advantages for organizations that provide
services as their main business commodities. Universities, as one important
part of the education industry, need to provide quality academic administrative
services to students as their main customers. In order to realize this,
universities need to have management commitment to service quality which is
reflected through training, empowerment, compensation, management support, and
technology. With the implementation of these programs, employees will be more
motivated to work in providing excellent quality service to their customers.
Organizations that have strong commitment on their high quality performances
will get high quality employees and customers as well.
Keywords: Management
commitment to service quality, frontline employees, job satisfaction, prosocial
service behavior
Penulis: Rony Setiawan
Kode Jurnal: jpmanajemendd160998
