Proceedings of the 3rd International Seminar on Tourism (ISOT 2018)

Customer Satisfaction In Disruption Era at Universitas Negeri Jakarta Postgraduate Program

Authors
Khrisnamurti, Khrisnamurti, Ubedilah Badrun, Bambang Prasetya Adhi
Corresponding Author
Khrisnamurti
Available Online June 2019.
Keywords
customer satisfaction; service excellent; disruption era
Abstract
This research aims to measure customer needs and satisfaction in State University of Jakarta or Universitas Negeri Jakarta (UNJ) postgraduate program. The approach used in this research is quantitative and qualitative approach or often known as the Mix Method Approach. The methods used in this study are survey and clustered discussion. The sampling technique used was cluster random sampling, which took the samples from a cluster of master programs and doctoral programs. The respondents in this study were postgraduate customers, which consist of UNJ postgraduate students and UNJ postgraduate alumni. The number of samples taken in this survey were 56 (fifty six) postgraduate students and alumni of Universitas Negeri Jakarta, which come from 32 master programs and 24 doctoral programs. Among the 56 (fifty six) samples, 24 samples had graduated from UNJ postgraduate program. The result shows improvement in access to information and administration management. However, there are also weaknesses in the accuracy of data/information system, academic documentation management systems, and the promptness of academic service. From these findings, the things that must be improved in the future are the services as well as the indicators of responsiveness, reliability, and empathy, compared to the tangibles and assurance indicators
Open Access
This is an open access article distributed under the CC BY-NC license.

Download article (PDF)

Proceedings
3rd International Seminar on Tourism (ISOT 2018)
Part of series
Advances in Social Science, Education and Humanities Research
Publication Date
June 2019
ISBN
978-94-6252-732-4
ISSN
2352-5398
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Khrisnamurti
AU  - Khrisnamurti
AU  - Ubedilah Badrun
AU  - Bambang  Prasetya Adhi
PY  - 2019/06
DA  - 2019/06
TI  - Customer Satisfaction In Disruption Era at Universitas Negeri Jakarta Postgraduate Program
BT  - 3rd International Seminar on Tourism (ISOT 2018)
PB  - Atlantis Press
SP  - 175
EP  - 178
SN  - 2352-5398
UR  - https://www.atlantis-press.com/article/125909374
ID  - Khrisnamurti2019/06
ER  -