ANALISIS KUALITAS PELAYANAN SUB BAGIAN AKADEMIK (SBA) PROGRAM VOKASI UNIVERSITAS INDONESIA

Measurement tools service quality is using Serv Quality Method. In this study, we tried to see different gapbetween students' perceptions of employee performance with the level of interest/expectations of students to anexisting service using five indicators Serv Quality. Aspects studied is, reliability aspects, responsiveness aspect,assurance Aspects, empathy aspects, and the tangibles aspects. SBA research object because they become thefrontline in shaping the image of the ministry in Program vocational UI.The method used in this research is descriptive analysis method with quantitative approach., ie research thatdescribes a data collection on the observations that have been made. This research activity is a continuation ofresearch since the first semester of 2014/2015 to the first semester of 2015/2016. The population in this studyis that students of Administration UI vocational program. Based on the results of this study concluded that thereis still a big gap to the five dimensions of Quality Serv.Keyword; Serv Quality, Public Service, Importance-Performance Matrix