Analisis Kepuasan Mahasiswa Terhadap Pelayanan di Institut Teknologi Telkom Purwokerto
DOI:
https://doi.org/10.59024/jumek.v2i3.391Keywords:
service quality, facilities, student satisfactionAbstract
The research was carrided out considering the importance of maintaining the quality of higher education, especialy of quite tight competition among private universities. One of the quality stadards at the Telkom Institute of Technology Purwokerto is the level of student satisfaction with institut services. This is stated in the ITTP managemet contract with the foundation organization as one of the Key Performance Indicators (KPI). The aim of this research is to find out the level of student satisfaction with the servicces provided by ITTP. Service Quality indicators consist of five aspects: reability, responiveness, assurance, emphaty and tangibles. The population in this study were active students in the even semester 2023-2024 and the number of responets who filled in was 3.848 or almost 80% of the population. Research data was obtaining using a survey system via the website link sai.ittelkom-pwt.ac.id which contains 50 question items. A simple linier regression analysis method was used to analyze the data obtained. The research result show that ITTP student’s satisfaction responses to the services provided include aspects of reability, responiveness, assurance, emphaty and tangibles in the “Good” category with a satisfaction index of 74, 76%. It turned out that the measurement results were not in accordance with the target set “Very Good” or score 80,50%. Because there were still several infrastructure facilities that had not been met such as parking area, open space for discussions or doing assigments and improvements to classroom facilities
References
Abidin, N., Ary Sandy, G., & Hasan, H. (2020). Analisis Kualitas Layanan Pendidikan Terhadap Tingkat Kepuasan Mahasiswa Pada Perguruan Tinggi Swasta Di Kabupaten Manokwari Papua Barat Tahun 2019. Pedagogik: Jurnal Pendidikan, 15(1), 27–39. doi: 10.33084/pedagogik.v15i1.1281
Ali Memon, M., Ting, H., Cheah, J.-H., Thurasamy, R., Chuah, F., & Huei Cham, T. (2020). Journal of Applied Structural Equation Modeling SAMPLE SIZE FOR SURVEY RESEARCH: REVIEW AND RECOMMENDATIONS. In Journal of Applied Structural Equation Modeling (Vol. 4, Issue 2).
Bahana, J., & Pendidikan, M. (2023). Analisis tanggapan kepuasan mahasiswa terhadap layanan pendidikan di perguruan tinggi. Jurnal Bahana Manajemen Pendidikan, 12, 88–95. doi: 10.24036/jbmp.v12i2
Bunyamin, B., & Rismita, R. (2023). Analisis tanggapan kepuasan mahasiswa terhadap layanan pendidikan di perguruan tinggi. Jurnal Bahana Manajemen Pendidikan, 12(2), 88. doi: 10.24036/jbmp.v12i2.125707
Fatima, I., Humayun, A., Iqbal, U., & Shafiq, M. (2019). Dimensions of service quality in healthcare: a systematic review of literature. International Journal for Quality in Health Care, 31(1), 11–29. doi: 10.1093/intqhc/mzy125
Firliana, R., Kasih, P., & Sulastri, H. S. (2016). SISTEM ANALISIS KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL). 6–7.
Kotler, P., & Armstrong, G. (2018). Principles Of Marketing (17th ed.). Pearson Education Limited.
Mulyawan, A. (2016). PENGARUH KUALITAS LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA SERTA IMPLIKASINYA PADA LOYALITAS MAHASISWA (STUDI PADA SEKOLAH TINGGI MANAJEMEN INFORMATIKA DAN KOMPUTER DI KOTA BANDUNG). Bisnis & Entrepreneurship, 10(2), 119–131.
Parasuraman V.a Zeithaml, L. L. B. (1998). SERVQUAL:A multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing , 64(1).
Romelus Anigomang, F., Aristarkus Tang, S., Maruli, E., Ekonomi Universitas Tribuana Kalabahi, F., & Abstract, N. (2023). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa. Jurnal Ilmiah Wahana Pendidikan, Januari, 2023(1), 698–709. doi: 10.5281/zenodo.7639297
Siti Maryam, N. (2024). Pelayanan Prima dalam Meningkatkan Kepuasan Mahasiswa terhadap Layanan Pembelajaran di Universitas Mandiri. Jurnal Ilmiah Manajemen Dan Kewirausahaan (JUMANAGE), 3(1), 257–265. doi: 10.33998/jumanage.2024.3.1.1528
Sugiyono. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif dan R&D. Bandung : Afabeta .
Teeroovengadum, V., Nunkoo, R., Gronroos, C., Kamalanabhan, T. J., & Seebaluck, A. K. (2019). Higher education service quality, student satisfaction and loyalty. Quality Assurance in Education, 27(4), 427–445. doi: 10.1108/QAE-01-2019-0003
Tjahyadi, K., Budhi, P., Sumiari, N. K., & Gede, I. (2017). I Gede Pengukuran Customer Satisfaction Index Terhadap Pelayanan di Century Gym Measurement of Customer Satisfaction Index of Service in Century Gym (Vol. 7, Issue 1).
Tjiptono, F. (2005). Tjiptono, Fandy. 2005. Strategi Pemasaran. Strategi Pemasaran.
Widodo, S. M., & Sutopo, J. (2018). Metode Customer Satisfaction Index (CSI) Untuk Mengetahui Pola Kepuasan Pelanggan Pada E-Commerce Model Business to Customer. In JURNAL INFORMATIKA UPGRIS (Vol. 4, Issue 1).
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Jurnal Manajemen dan Ekonomi Kreatif

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.