Analisis Kepuasan Mahasiswa Its Terhadap Pelayanan ITS International Office Dengan Menggunakan Metode Analisis GAP

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. ===================================================================================================== 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.
Divisions: Faculty of Mathematics and Science > Statistics > (D3) Diploma
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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