APAKAH LEMBAGA PENDIDIKAN PEDULI DENGAN PELAYANAN?

Abstract

Abstract: With the growing numbers of educational institutions, both formal, informal and informal, and with the improving comprehension of the society on the importance of service, this research aims to investigate the level of satisfaction of students of those educational institutions. This is also in conformation with the expansion of information technology whereby the information exchanges are faster, and educational institutions, which disregard this trend may be left behind. Using the basic foundation from the field of study on consumer behavior, this research tries to evaluate on service delivery and performance of educational institutions. This research relies on purposive and proportional sampling to university students in Jakarta, Tangerang, and Bandung. Interview sessions, observations, and questionnaire distributions are conducted to gather primary data from the registered students of selected formal educational institutions. Of course, it is expected that personnels of those educational institutions grasp the important role of service delivery and performance, and the influential factors on the success of services. Nevertheless, the findings show that the level of service delivery of lecturers and administrative staff in higher educational institutions need drastic improvement to allow students to receive the optimal level of service. Keywords: consumer behavior, formal educational institution, service factors

Keywords

• consumer behavior, formal educational institution, service factors