Customer Satisfaction In Disruption Era at Universitas Negeri Jakarta Postgraduate Program
Khrisnamurti, Khrisnamurti, Ubedilah Badrun, Bambang Prasetya Adhi
Available Online June 2019.
- customer satisfaction; service excellent; disruption era
- 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.
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 -