Erna Setijaningrum (2016) The Enhancement of Telecenter Service Quality : Eased on "Perception-Expectation Gap". In: Intemational Conference on Contemporary Social and Political Affair (ICOCSPA 2016) " Re-Examining Governance : Strengthening Citizenship in the Changing World. The Faculty of Social and Political Science Universitas Airlangga, Surabaya, pp. 411-417. ISBN 978-602-18461-4-8

	Text (PEER REVIEW) 15_HASIL PEER DAN VALIDASI KADEP KARIL BU ERNA.pdf Download (2MB)
	Text (SIMILARITY) 15T_THE ENHANCEMENT OF TELECENTER SERVICE QUALITY.pdf.pdf Download (2MB)
	Text (ARTIKEL) 15A_THE ENHANCEMENT_OK.pdf Download (2MB)
	Text (KORESPONDENSI) 15K_Korespondensi.pdf Download (3MB)

Abstract

The aim of this research is to enhance the quality of Telecenter service. Telecenter is a place for society to get any kinds of information based on technology, which has been established by the Government of East Java Province. One of the Telecenter’s activities is to give technology information training to society for free. Unfortunately, almost all of the Telecenter in East Java have not been developed, even some of them are out of business. Therefore, it needs efforts to increase the quality of Telecenter service based on “Perception-Expectation Gap” by analyzing the gap between the perception of the staffs toward the service which they give, and the expectation of the society toward the service which they need. This research used descriptive qualitative method. The result of this research shows that there are four gaps between the perception of the staffs and the expectation of the society toward Telecenter service such as Gap I (knowledge gap), Gap III (delivery gap), Gap IV (communication gap), and Gap V (service gap). From those four gaps, there are five service aspects which have to be fixed to increase the service quality such as tangibility, reliability, responsiveness, assurance, and empathy.

Actions (login required)

View Item