Analisis Kepuasan Mahasiswa Penghuni Asrama ITS Dengan Menggunakan Metode Importance Performance Analysis dan Customer Satisfaction Index

Saffana, Afina Sany (2023) Analisis Kepuasan Mahasiswa Penghuni Asrama ITS Dengan Menggunakan Metode Importance Performance Analysis dan Customer Satisfaction Index. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Asrama Mahasiswa ITS merupakan fasilitas hunian sewa yang disediakan oleh ITS bagi mahasiswa dari luar daerah untuk tinggal selama masa studi di ITS Surabaya. Mahasiswa yang berasal dari luar daerah tentu membutuhkan kualitas pelayanan dan fasilitas pendukung yang membantu selama perkuliahan berlangsung, termasuk tempat tinggal yang nyaman dan aman serta biaya yang cukup terjangkau. Kepuasan mahasiswa penghuni asrama ITS menjadi salah satu tolak ukur keberhasilan dari pelayanan dan fasilitas yang telah disediakan oleh pihak Asrama. Dalam rangka memenuhi kualitas pelayanan Asrama, pihak Asrama memerlukan strategi untuk melihat tingkat kepuasan. Metode yang digunakan pada penelitian ini yaitu Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) yang bertujuan untuk mengetahui tingkat kepuasan mahasiswa penghuni asrama dan variabel pelayanan apa saja yang memerlukan perhatian. Penelitian yang telah dilakukan didapatkan hasil bahwa tingkat kepuasan penghuni asrama sangat puas namun ada beberapa atribut yang perlu ditingkatkan kualitasnya yaitu Atribut yang menjadi prioritas utama untuk diperbaiki pada dimensi Assurance menurut mahasiswa perempuan maupun laki-laki adalah jaringan wifi. Sedangkan pada dimensi Tangibles menurut mahasiswa perempuan terdapat 7 atribut dan mahasiswa laki-laki terdapat 7 atribut. Pada dimensi Empathy menurut mahasiswa perempuan terdapat 3 atribut dan mahasiswa laki-laki terdapat 1 atribut. Pada dimensi Responsiveness menurut mahasiswa perempuan terdapat 3 atribut dan mahasiswa laki-laki terdapat 2 atribut. Sedangkan pada dimensi Reliability menurut mahasiswa perempuan terdapat 2 atribut dan mahasiswa laki-laki terdapat 4 atribut.
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ITS Student Dormitory is a rental housing facility provided by ITS for students from outside the area to live during their study period at ITS Surabaya. Students who come from outside the area certainly need quality services and supporting facilities that help during the lecture, including comfortable and safe housing and affordable costs. Student satisfaction of ITS dormitory residents is one of the benchmarks for the success of the services and facilities provided by the Dormitory. In order to meet
the quality of dormitory services, the dormitory needs a strategy to see the level of satisfaction. The methods used in this study are Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) which aim to determine the level of student satisfaction in dormitory residents and what service variables require attention. The research that has been carried out has found that the level of satisfaction of dormitory residents is very satisfied, but there are several attributes that need to be improved, namely the attributes that are the top priority to be improved in the Assurance dimension according to female
and male students is the wifi network. While in the Tangibles dimension according to female students there are 7 attributes and male students there are 7 attributes. In the Empathy dimension according to female students, there are 3 attributes and male students there are 1 attribute. In the Responsiveness dimension according to female students there are 3 attributes and male students there are 2 attributes.
While in the Reliability dimension according to female students there are 2 attributes and male students there are 4 attributes

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Asrama ITS, Customer Satisfaction Index, Importance Performance Analysis.
Subjects:	H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	Afina Sany Saffana
Date Deposited:	27 Jul 2023 21:03
Last Modified:	07 Aug 2023 01:09
URI:	http://repository.its.ac.id/id/eprint/99424

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