Lasahido, Mutiara Avista Candra Dewi (2015) Analisis Kepuasan Mahasiswa Its Terhadap Pelayanan ITS International Office Dengan Menggunakan Metode Analisis GAP. Diploma thesis, Institut Technology Sepuluh Nopember.
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Abstract
Persaingan global yang semakin tidak bisa dihindari mengakibatkan
tuntutan institusi pendidikan untuk menghasilkan lulusan
yang memiliki daya saing global, maka dari itu dibentuklah International
Office (IO) di ITS. Demi meningkatkan kualitas pelayanan
ITS IO perlu untuk mengetahui kepuasan pelanggan serta
melihat apakah ada perbedaan antara ekspektasi dengan persepsi.
Dalam penelitian ini pelanggan ITS IO yaitu mahasiswa ITS baik
mahasiswa nasional maupun internasional. Dengan menggunakan
metode Analisis Gap akan diteliti perbedaan ekspektasi dan persepsi
dari variabel yang tergabung dalam 5 dimensi yaitu tangibles,
reliability, responsiveness, assurance, dan empathy. Berdasarkan
hasil analisis diketahui bahwa secara keseluruhan terdapat
perbedaan yang signifikan antara ekspektasi dan persepsi
mahasiswa terhadap pelayanan ITS IO dengan rata-rata ekspektasi
adalah adalah 4.223 dan persepsi adalah 3.893. Namun,
dengan Customer Satisfaction Index (CSI) sebesar 77,92% mahasiswa
ITS dikategorikan puas terhadap keseluruhan pelayanan
ITS International Office.
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Global competition is increasingly unavoidable and causing the
educational institutions to produce graduates who have global
competitiveness, therefore ITS International Office was established.
In order to enhance the quality of services, ITS IO need to
know the customer satisfaction and see if there is a difference
between expectations with perception of the service. In this study,
the customers of ITS IO are ITS students, both national and international
students. By using a Gap Analysis methods will be examined
differences in expectations and perceptions of variables incorporated
in the five dimensions of tangibles, reliability, responsiveness,
assurance, and empathy. Based on the results of analysis
for overall services, there is significant difference between
expectations and perception. The average of expectations is 4.223
and the average of perception is 3.893. However, the Customer
Satisfaction Index (CSI) is 77,92% so it is considered that the
student is satisfied by the services of ITS International Office.
| Item Type: | Thesis (Diploma) |
|---|---|
| Additional Information: | RSSt 519.535 4 Las a |
| Uncontrolled Keywords: | Analisis Gap, Customer Satisfaction Index (CSI), Mahasiswa, ITS International Office |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction Q Science > QA Mathematics > QA278.5 Principal components analysis. Factor analysis. Correspondence analysis (Statistics) |
| Divisions: | Faculty of Mathematics and Science > Statistics > 49401-(D3) Diploma 3 |
| Depositing User: | Mr. Tondo Indra Nyata |
| Date Deposited: | 03 Dec 2018 04:03 |
| Last Modified: | 03 Dec 2018 04:03 |
| URI: | http://repository.its.ac.id/id/eprint/60062 |
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