EFEKTIVITAS KOMITMEN MANAJEMEN ATAS KUALITAS PELAYANAN FRONTLINE EMPLOYEES DI PERGURUAN TINGGI

Setiawan, Rony (2016) EFEKTIVITAS KOMITMEN MANAJEMEN ATAS KUALITAS PELAYANAN FRONTLINE EMPLOYEES DI PERGURUAN TINGGI. Jurnal Manajemen, 16 (1). pp. 1-14. ISSN 1411-9293

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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 willingness of 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.

Item Type:	Article
Uncontrolled Keywords:	Management commitment to service quality, frontline employees, job satisfaction, prosocial service behavior
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi > S-1 Manajemen
Depositing User:	admin LPPM
Date Deposited:	30 Aug 2017 03:47
Last Modified:	30 Aug 2017 03:47
URI:	http://repository.lppm.maranatha.edu/id/eprint/256

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