Wasiur Rizqi, Akhmad (2018) Kepuasan kualitas layanan Akademik pada Perguruan Tinggi Swasta KOPERTIS VII Wilayah Surabaya Program Studi Teknik Industri. Masters thesis, Institut Teknologi Sepuluh Nopember Surabaya.
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Abstract
Pendidikan tinggi merupakan salah satu organisasi yang bergerak dibidang jasa pendidikan. Dalam rangka mewujudkan iklim Pendidikan yang berkualitas, pendidikan tinggi harus secara aktif membangun sistem penjaminan mutu internal. Untuk membuktikan bahwa sistem penjaminan mutu internal telah dilaksanakan dengan baik dan benar, pendidikan tinggi harus diakreditasi oleh lembaga penjaminan mutu eksternal BAN-PT. Faktanya dari 13 Program Studi Teknik Industri pada pendidikan tinggi swasta di surabaya, Program Studi Teknik Industri yang terakreditasi A sebesar 24%, Program Studi Teknik Industri yang terakreditasi B sebesar 38% dan Program Studi Teknik Industri terakreditasi C sebesar 38%. Oleh sebab itu pendidikan tinggi harus terus meningkatkan kualitas layanan akademik. Random sampling dilakukan untuk mendapatkan sampel masing-masing 1 Perguruan Tinggi program Studi Teknik Industri yang terakreditasi A, B dan C yang kemudian dihitung menggunakan rumus slovin dengan α= 5%. Didapatkan Teknik Industri Universitas Surabaya sebanyak 169 responden, Teknik Industri Institut Teknologi Adhi Tama Surabaya sebanyak 157 responden dan Teknik Industri Universitas WR Supratman sebanyak 57 responden. Berdasarkan hasil customer satisfaction index diketahui tingkat kepuasan mahasiswa terhadap kualitas layanan akademik pada Program Studi Teknik Industri Universitas Surabaya sebesar 54,8%, Teknik Industri Institut Teknologi Adhi Tama sebesar 60% dan Teknik Industri Universitas Universitas WR Supratman sebesar 58%. Berdasarkan analisis IPA terdapat Atribut prioritas utama yang perlu dilakukan perbaikan pada Teknik Industri Universitas Surabaya adalah pada atribut responsiveness Tangible (fasilitas parkir). Responsiveness (Ketanggapan dosen dan karyawan dalam menanggapi kritik dan saran mahasiswa, Kemudahan dalam kegiatan bimbingan dan konseling mahasiswa). Assurance (Kesiapan kampus dalam kegiatan tanggap darurat). Empaty (Kepedulian dan keramahan karyawan, Pegawai dan dosen memberi motivasi). Atribut yang perlu dilakukan pada Teknik Industri Institut Teknologi Adhi Tama Surabaya adalah Tangible (koleksi buku dan ruang baca), Reliability (ketersediaan silabus, penyusunan kurikulum). Empaty (Kemudahan menghubungi dosen pembimbing, Dosen Pegawai dan memberi kepedulian dan keramahan. Atribut yang perlu dilakukan perbaikan pada Teknik Industri Universitas WR Supratman adalah Tangible (keberadaan taman public space), Reliability (ketersediaan silabus,penyesuaian kurikulum dengan lapangan kerja). Responsiveness (Kemudahan dalam kegiatan konseling). Assurance (akreditasi program studi, Kemampuan dosen dalam menyampaikan meteri perkuliahan dan Kesiapan kampus dalam kegiatan tanggap darurat)
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Higher education is one of the organizations engaged in education services. In order to realize a quality education climate, higher education must actively build an internal quality assurance system. To prove that the internal quality assurance system has been carried out properly and correctly, higher education must be accredited by the BAN-PT external quality assurance agency. The fact is from 13 Industrial Engineering Study Programs in private tertiary education in Surabaya, Industrial Engineering Study Program accredited A by 24%, Industrial Engineering Study Program accredited B by 38% and Industrial Engineering Study Program accredited C by 38%. Therefore, higher education must continue to improve the quality of academic services. Random sampling is done to get a sample of each of the 1 College of Industrial Engineering Study programs accredited A, B and C which are then calculated using the Slovin formula with α = 5%. University of Surabaya Industrial Engineering obtained 169 respondents, Industrial Engineering of Adhi Tama Surabaya Institute of Technology as many as 157 respondents and Industrial Engineering of WR Supratman University as many as 57 respondents. Based on the results of the customer satisfaction index, it is known that the level of student satisfaction on the quality of academic services at the University of Surabaya Industrial Engineering Study Program was 54.8%, Industrial Engineering Study Program at Adhi Tama Institute of Technology at 60% and Industrial Engineering at the University of WR Supratman University at 58%. Based on the IPA analysis, the main priority attributes that need to be improved at the University of Surabaya are the Tangible responsiveness attributes (parking facilities). Responsiveness (Responsiveness of lecturers and employees in responding to student criticism and suggestions, Ease in student guidance and counseling activities). Assurance (Campus readiness in emergency response activities). Empaty (Caring and friendliness of employees, employees and lecturers giving motivation). Attributes that need to be improved at the Adhi Tama Surabaya Institute of Technology are Tangible (book collection and reading room), Reliability (availability of syllabus, curriculum preparation). Empaty (Ease of contacting supervisors, Employee Lecturers and giving care and friendliness. Attributes that need to be improved at WR Supratman University are Tangible (existence of public space park), Reliability (availability of syllabus, adjustment of curriculum with employment). Responsiveness (Ease of activity counseling) Assurance (accreditation of study programs, ability of lecturers to deliver lectures and campus readiness in emergency response activities).
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTI 658.834 3 Riz k |
| Uncontrolled Keywords: | Servqual, Importance Performance Analysis, customer satisfaction index |
| Subjects: | H Social Sciences > H Social Sciences (General) > H61.4 Forecasting in the social sciences H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics L Education > LG Individual institutions (Asia. Africa) |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26101-(S2) Master Thesis |
| Depositing User: | Rizqi Akhmad Wasiur |
| Date Deposited: | 13 Oct 2020 02:40 |
| Last Modified: | 13 Oct 2020 02:40 |
| URI: | http://repository.its.ac.id/id/eprint/59390 |
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