Analisis Performa Important Matrik Pelayanan Perguruan Tinggi X

Customer satisfaction constitutes the dominant factor in a business organization's success. This research presents key factors affecting satisfaction and dissatisfaction and the strategy applied onto improving satisfaction in the X University. The data collected from 200 students selected by accidental sampling. The study reveal that students (customers) satisfied with facility to meet academic adviser, curriculum, course schedule, quality of course content, course material, administration services in the department, quality of laboratory equipment, and parking services. Students dissatisfied with course inputting, library, academic access, administration service in the faculty and university, classroom, teaching equipment, sanitation toilet room, responsiveness, and service simplicity. In order to increas­ing customer's satisfaction, university must improve factor effect dissatisfactionfactor. Keywords: customers, satisfaction, important performa matri