Evaluasi Kepuasan Mahasiswa Terhadap Kinerja Layanan Institut Teknologi Sepuluh Nopember (ITS)

Adityas, Dona (2019) Evaluasi Kepuasan Mahasiswa Terhadap Kinerja Layanan Institut Teknologi Sepuluh Nopember (ITS). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Institut Teknologi Sepuluh Nopember (ITS) Surabaya sebagai salah satu institusi pendidikan selalu berusaha meningkatkan kualitas layanan. Kualitas pelayanan terhadap pelanggan merupakan suatu indikator yang sangat penting untuk industri jasa. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan mahasiswa sebagai salah satu stakeholder ITS, terhadap layanan ITS. Pengukuran kualitas layanan menggunakan konsep kriteria penentu kualitas pelayanan, yaitu: keandalan (reliability), ketanggapan (responsiveness), jaminan (assurance), empati (emphaty), dan bukti langsung (tangibles). Metode yang digunakan adalah Importance Performance Analysis (IPA), untuk menganalisis tingkat kepentingan atribut dengan mengetahui hal-hal yang perlu diperbaiki atau dipertahankan. Tingkat kepuasan mahasiswa terhadap layanan ITS berdasarkan Customer Satisfication Index (CSI) adalah sebesar 79,99%, sedangkan rata-rata tingkat kepuasan mahasiswa ITS secara keseluruhan untuk semua unit adalah 3,9 yang berada pada zona kepuasan tinggi. Unit yang mempunyai indeks kepuasan tertinggi adalah Unit Perpustakaan dengan nilai 3,995 dan terendah adalah Direktorat Akademik dengan nilai 3,968.
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Sepuluh November Institute of Technology (ITS) Surabaya as one of the educational institutions always strives to improve service quality. The quality of service to customers is a very important indicator for the service industry. This study aims to determine the level of student satisfaction as one of the ITS stakeholders, towards ITS services. Measurement of service quality uses the concept of service quality determinant criteria, namely : reliability, responsiveness, assurance, empathy, and direct evidence (tangibles). The method used is Importance Performance Analysis (IPA), to analyze the level of importance of attributes by knowing things that need to be repaired or maintained. The level of student satisfaction with ITS services based on the Customer Satisfaction Index (CSI) is 79.99%, while the average level of satisfaction of ITS students for all units is 3.9 which is in the high satisfaction zone. The unit that has the highest satisfaction index is the Library Unit with a value of 3.995 and the lowest is the Academic Directorate with a value of 3.968.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Importance Performance Analysis, tingkat kepuasan, layanan, Customer Satisfaction Index
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics
Divisions:	Faculty of Mathematics, Computation, and Data Science > Statistics > 49201-(S1) Undergraduate Thesis
Depositing User:	Adityas Dona
Date Deposited:	23 Jul 2026 02:04
Last Modified:	23 Jul 2026 02:04
URI:	http://repository.its.ac.id/id/eprint/70490

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