EVALUASI IMPLEMENTASI SERVICE ORIENTATION PADA JASA PENDIDIKAN: TINJAUAN DI UNIVERSITAS MERCU BUANA YOGYAKARTA

Abstract

Service companies have to focus on service orientation in achieving sustainable competitive advantages. The impact of service orientation may be viewed as a roadblock that business must navigate in order to reduce negative effects generated from interaction with customers. The purpose of this study is to evaluate the implementation of service orientation in education service. The dimensions of service orientations including: service encounter practices, service system practices, service leadership practices and human resources management practices. This study analyzes the dyadic data collected from 45 questionnaires distributed to service employees in Mercu Buana University. This study adopted a 5-point Likert Scale for a questionnaire which comprised of question already developed for other studies but modified to serve this study purposes. The result shows that Mercu Buana University has implemented service orientation in good practices. Keywords: Service Orientation, service encounter, service system, service leadership and human resources management.