LEMBAR KERJA DESKRIPSI TEORITIK

( JUDUL SKRIPSI)

REKRUTMEN PESERTA DIDIK

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SUMBER DIFINISI/DESKRIPSI SUMBER JURNAL/TERDAHULU

NO DIMENSI/FAKTOR-FAKTOR
TEORI VARIABEL

1 Parasuraman service quality is a function of
(1988) the differences between
expectation and performance
along the quality dimensions
1. tangible namely the ability of a company in
showing its existence to external parties
2. reliability is a dimension that measures the
company's ability to provide services as
promised accurately and reliably
Adimar, Febry. (2016). The Effect of
Service Quality on Student Loyalty in
the Management Study Program,
Faculty of Economics, Tamansiswa
University, Padang. Journal of the
University Faculty of Economics

3. responsiveness is a policy to assist and

provide fast and appropriate services to
customers, by conveying clear information

4. assurance namely knowledge of

politeness, and the ability of company
employees to foster customer trust in the
company

5. empathy is giving sincere and individual

attention or personally to customers by

2 Etgar & Galia Service quality is an important
(2009) thing that should be
maintained by all persons
who being employee in
certain company. Service
quality is the extent of the
difference between
expectations and the reality
of customers for the services
they get
trying to understand consumer desires.
1. RESPONSIVENESS: willingness or readiness Alma, B. (2009) Marketing and Management
of employees to provide service, timeliness Service Marketing, Eighth Print.
of service such as mailing a transaction slip Bandung: Alphabet
immediately, calling the customer back
quickly, giving prompt service.
2. RELIABILITY: consistency of performance
and dependability, accuracy in billing,
keeping records correctly, performing the
service right at the designated time.
3. TANGIBLES: physical evidence and
representations of the service, other
customers in service facility.
4. COMMUNICATION: keeping customers
informed in language they can understand
and listening to them, explaining the
service itself and its cost, assuring the
consumer that a problem will be handled.