Latifah, Ratu Nahrasyiah (2024) Analisis Kepuasan Mahasiswa Terhadap Kualitas Layanan Akademik Pada Perguruan Tinggi Swasta LLDikti Wilayah VII Kota Surabaya Program Studi Teknik Industri. Masters thesis, Institut Teknologi Sepuluh Nopember.
![[thumbnail of 6010221007-Master_Thesis.pdf]](http://repository.its.ac.id/style/images/fileicons/text.png) |
Text
6010221007-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 October 2026. Download (4MB) | Request a copy |
Abstract
Perguruan tinggi merupakan institusi pendidikan tingkat lanjut yang berperan penting dalam menghasilkan sumber daya manusia yang berkualitas. Akan tetapi, jumlah perguruan tinggi di Kota Surabaya yang melakukan pelanggaran dan menyalahi aturan terus bertambah setiap tahunnya, bahkan belasan kampus ditutup. Pelanggaran yang dilakukan seperti penyalahan aturan terkait transfer mahasiswa, pemberian informasi palsu terkair akreditasi, hingga praktik jual beli ijazah. Maka dari itu, diperlukan informasi berupa survei pengukuran kepuasaan mahasiswa dalam rangka pengembangan kualitas layanan secara berkelanjutan untuk mewujudkan institusi yang kedibel dan dipercaya masyarakat. Penelitian ini dilakukan untuk mengetahui tingkat kepuasan mahasiswa terhadap kualiatas layanan akademik yang diberikan oleh perguruan tinggi dan mengetahui atribut kritis yang menjadi prioritas utama perbaikan menggunakan model SERVQUAL sebagai pendekatan utama. Penelitian dilakukan di tiga perguruan tinggi swasta LLDikti Wilayah VII Kota Surabaya program studi Teknik Industri dengan total sampel 379 responden: Universitas 17 Agustus 1945 berjumlah 289 responden, Universitas Wijaya Putra berjumlah 62 responden dan Universitas 45 berjumlah 28 responden. Kualitas layanan akademik diukur melalui tingkat kinerja (X) dan kepentingan (Y), hasil perhitungan nilai CSI menunjukkan bahwa tingkat kepuasan mahasiswa terhadap kualitas layanan akademik pada program studi Teknik Industri Universitas 17 Agustus 1945 sebesar 80%, Universitas Wijaya Putra sebesar 73% dan Universitas 45 sebesar 66%, artinya secara keseluruhan mahasiswa sudah merasa puas terhadap kualitas layanan akademik yang diberikan oleh pperguruan tinggi. Berdasarkan diagram IPA menunjukkan bahwa atribut kritis yang menjadi prioritas utama untuk segara dilakukan perbaikan pada program studi Teknik Industri Universitas 17 Agustus 1945 berjumlah 3 atribut, yaitu: (kemampuan staf dalam melayani mahasiswa, kepedulian dan keramahan staf ketika melayani mahasiswa, serta dosen dan staf menanggapi keluhan atau masukan dengan baik), Universitas Wijaya Putra berjumlah 4 atribut, yaitu: (kemampuan staf dalam melayani mahasiswa, memberikan penghargaan kepada mahasiswa yang berprestasi di bidang akademik dan non akademik, kecepatan staf dalam melayani mahasiswa, serta ketanggapan asisten laboratorium saat praktikum) dan Universitas 45 berjumlah 4 atribut, yaitu: (kemampuan dosen menyampaikan materi perkuliahan, kemudahan menghubungi dan ketersediaan dosen dalam membimbing mahasiswa, memberikan penghargaan kepada mahasiswa yang berprestasi di bidang akademik dan non akademik, serta ketanggapan dosen dalam kegiatan bimbingan dan konseling mahasiswa).
========================================================================================================================
Higher education is an advanced educational institution that plays an important role in producing quality human resources. However, the number of universities in the city of Surabaya that commit violations and violate the rules continues to increase every year, with dozens of campuses even being closed. Violations committed include violating regulations regarding student transfers, providing false information regarding accreditation, and the practice of buying and selling diplomas. Therefore, information is needed in the form of surveys measuring student satisfaction in order to develop service quality on an ongoing basis to create an institution that is reliable and trusted by the public. This research was conducted to determine the level of student satisfaction with the quality of academic services provided by universities and determine the critical attributes that are the main priority for improvement using the SERVQUAL model as the main approach. The research was conducted at three private universities, LLDikti Region VII, Surabaya City, Industrial Engineering study program with a total sample of 379 respondents: 17 Agustus 1945 University with 289 respondents, Wijaya Putra University with 62 respondents and University 45 with 28 respondents. The quality of academic services is measured through the level of performance (X) and importance (Y), the results of the CSI value calculation show that the level of student satisfaction with the quality of academic services in the Industrial Engineering study program at the University of 17 Agustus 1945 is 80%, at Wijaya Putra University is 73% and at the University 45 is 66%, meaning that overall students are satisfied with the quality of academic services provided by the university. Based on the IPA diagram, it shows that the critical attributes that are the main priority for immediate improvements in the Industrial Engineering study program at the University of 17 Agustus 1945 are 3 attributes, namely: (the ability of staff to serve students, the care and friendliness of staff when serving students, and lecturers and staff responding complaints or input well), Wijaya Putra University has 4 attributes, namely: (staff ability in serving students, giving awards to students who excel in academic and non-academic fields, staff speed in serving students, and responsiveness of laboratory assistants during practicum) and University 45 has 4 attributes, namely: (the ability of lecturers to convey lecture material, ease of contact and availability of lecturers in guiding students, giving awards to students who excel in academic and non-academic fields, and responsiveness of lecturers in student guidance and counseling activities).
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | kualitas layanan akademik, kepuasan mahasiswa, servqual, importance performance analysis, customer satisfaction index, academic service quality, student satisfaction, servqual, importance performance analysis, customer satisfaction index. |
| Subjects: | L Education > L Education (General) L Education > LB Theory and practice of education > LB2300 Higher Education L Education > LC Special aspects of education Q Science > Q Science (General) T Technology > T Technology (General) |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26101-(S2) Master Thesis |
| Depositing User: | Ratu Nahrasyiah Latifah |
| Date Deposited: | 31 Jul 2024 00:56 |
| Last Modified: | 31 Jul 2024 01:19 |
| URI: | http://repository.its.ac.id/id/eprint/109578 |
Actions (login required)
 |
View Item |