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RELATIONSHIP BETWEEN SERVICE QUALITY AND SATISFACTION IN DISTANCE LEARNING UNIT PROGRAM INDONESIA OPEN UNIVERSITY BANJARAMSIN

Hamdah, Sri and Dalle, Juhriyansyah (2011) RELATIONSHIP BETWEEN SERVICE QUALITY AND SATISFACTION IN DISTANCE LEARNING UNIT PROGRAM INDONESIA OPEN UNIVERSITY BANJARAMSIN. In: Asian Association of Open Universities Annual Conference (AAOU), 28-30 September 2011, Penang, Malaysia.

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ABSTRAK

This paper explains the relationship between perceptions of service quality and satisfaction in distance learning unit program Indonesia Open University (UPBJJ-UT) Banjaramsin. servqual is the main instrumen a structured questionnaire was self administered to 150 respondents in UPBJJ-UT Banjarmasin. The results of the study showed that the service quality dimensions like tangibles, reliability, responsiveness, assurance and empathy were related to satisfaction. The overall service quality factor was also related to satisfaction.

Item Type: Conference or Workshop Item (Paper)
Subjects: T Technology > T Technology (General)
Depositing User: Dr Juhriyansyah Dalle
Date Deposited: 27 Sep 2016 06:17
Last Modified: 27 Sep 2016 06:17
URI: http://idr.iain-antasari.ac.id/id/eprint/6641

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