Analisis Tingkat Kepuasan Mahasiswa Terhadap Kinerja Pelayanan Di Departemen Statistika Bisnis ITS

Novriutomo, Muhammad Razzaq (2023) Analisis Tingkat Kepuasan Mahasiswa Terhadap Kinerja Pelayanan Di Departemen Statistika Bisnis ITS. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Perguruan tinggi memainkan peran penting dalam menyediakan pendidikan tinggi yang berkualitas kepada mahasiswa. Salah satu aspek kunci yang mempengaruhi pengalaman mahasiswa adalah pelayanan yang diberikan oleh perguruan tinggi. Sesuai dengan perubahan status ITS dari Perguruan Tinggi Negeri Badan Pelayanan Umum (PTN-BLU) menjadi Perguruan Tinggi Negeri Berbadan Hukum (PTN-BH) berdasarkan PP No 83 tahun 2014 dan Statuta ITS PP no 54 tahun 2015 serta peraturan Rektor ITS no 10 tahu 2016 tentang Struktur Organisasi dan Tata Kelola, maka Program Studi D-III Statistika bermetamorfosis menjadi Departemen Statistika Bisnis yang berada di bawah Fakultas Vokasi. Departemen Statistika Bisnis bertujuan untuk mengembangkan Statistika dan penerapannya di berbagai bidang, khususnya bidang: Industri, Bisnis, Ekonomi Finansial dan Sosial Kependudukan serta Lingkungan-Kesehatan. Salah satu upaya dalam mengevaluasi kualitas pelayanan Departemen Statistika Bisnis ITS adalah dengan melakukan analisis kepuasan mahasiswa terhadap pelayanan kemahasiswaan dan proses mengajar. Kepuasan mahasiswa memiliki dampak signifikan terhadap proses pembelajaran dan pencapaian tujuan akademik Departemen Statistika Bisnis ITS. Berdasarkan permasalahan yang telah dijelaskan, metode yang digunakan untuk mengukur kepuasan mahasiswa adalah metode Customer Satisfaction Score (CSS) digunakan untuk menentukan nilai kepuasan pada setiap atribut pada kepuasan pelayanan kemahasiswaan dan proses mengajar. Pengujian Mann-Whitney digunakan untuk melihat tingkat kepuasan dari ke enam angkatan terhadap pelayanan kemahasiswaan dan proses mengajar di Departemen Statistika Bisnis ITS. Hasil dari analisis didapatkan bahwa mahasiswa merasa puas dengan pelayanan kemahasiswaan Departemen Statistika Bisnis ITS, dengan nilai CSS sebesar 67% dan mahasiswa merasa sangat puas dengan proses mengajar Departemen Statistika Bisnis ITS, dengan nilai CSS sebesar 84%. Terdapat perbedaan tingkat kepuasan mahasiswa dari masing masing angkatan. Dimana angkatan 2017 sampai 2019 dan angkatan 2020 sampai 2022 memiliki tingkat kepuasan yang sama, sedangkan angkatan 2022 memiliki tingkat kepuasan paling tinggi dibandingkan angkatan lainnya. Angkatan 2018 dan 2019 memiliki tingkat kepuasan yang lebih rendah dibanding angkatan 2020, 2021, dan 2022.
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Universities play an important role in providing quality higher education to students. One of the key aspects that influence the student experience is the service provided by the tertiary institution. In accordance with the change in status of ITS from a Public Service Agency Public University (PTN-BLU) to a Legal Entity State University (PTN-BH) based on Government Regulation No. 83 of 2014 and ITS Statute PP no 54 of 2015 and ITS Chancellor regulation no 10 of 2016 regarding Organizational Structure and Governance, the D-III Statistics Study Program morphed into the Business Statistics Department which is under the Vocational Faculty. The Business Statistics Department aims to develop Statistics and its application in various fields, especially in the fields of: Industry, Business, Financial Economics and Social Population and Environment-Health. One of the efforts to evaluate the service quality of the ITS Business Statistics Department is to analyze student satisfaction with student services and the teaching process. Student satisfaction has a significant impact on the learning process and the achievement of academic goals of the ITS Business Statistics Department. Based on the problems that have been described, the method used to measure student satisfaction is the Customer Satisfaction Score (CSS) method used to determine the satisfaction score for each attribute on student service satisfaction and the teaching process. The Mann-Whitney test is used to see the level of satisfaction of the six generations with student services and the teaching process at the ITS Business Statistics Department. The results of the analysis showed that students were satisfied with the student services of the ITS Business Statistics Department, with a CSS score of 67% and students were very satisfied with the teaching process of the ITS Business Statistics Department, with a CSS value of 84%. There are differences in the level of student satisfaction from each generation. Where the class of 2017 to 2019 and the class of 2020 to 2022 have the same level of satisfaction, while the class of 2022 has the highest level of satisfaction compared to other batches. Classes of 2018 and 2019 have a lower level of satisfaction than batches of 2020, 2021 and 2022.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Business Statistics Department ITS, Student Satisfaction, Student Services, Teaching Process, Mann-Whitney, Customer Satisfaction Score (CSS), Departemen Statistika Bisnis ITS, Kepuasan Mahasiswa, Pelayanan Kemahasiswaan, Proses Mengajar, Mann-Whitney.
Subjects:	H Social Sciences > HA Statistics H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction Q Science > QA Mathematics > QA278 Cluster Analysis. Multivariate analysis. Correspondence analysis (Statistics)
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	Muhammad Razzaq Novriutomo
Date Deposited:	26 Sep 2023 02:24
Last Modified:	26 Sep 2023 02:24
URI:	http://repository.its.ac.id/id/eprint/103747

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