FAKTOR-FAKTOR PENENTU KEPUASAN MAHASISWA TERHADAP PELAYANAN FAKULTAS SEBAGAI LEMBAGA PENDIDIKAN (Studi Kasus di FMIPA, Universitas Udayana)

Abstract

Abstract
The success of a faculty as a work unit in a university is determined by the
quality of the given services than can be measured by the satisfaction of the
students as its customers. The measurement of the service quality is an important
element to provide better, more efficient and more effective services. This study
aims to investigate: (1) determinant factors of the students’ satisfaction of the
services in FMIPA Universitas Udayana; and (2) the dominant factor and its
characteristics. The data were collected through a questionnaire administered to
160 students of FMIPA Universitas Udayana to investigate their perceptions of the
faculty’s services. The data were analyzed using the descriptive technique and the
confirmatory factor analysis. The results show that, by percentage, no indicator is
in the very good category, only one indicator is in the good category, 9 indicators
are in the fairly good category, and 14 indicators are in the poor category. The
results indicate that the faculty’s service quality needs improving. The results of the
factor analysis show that five determinant factors of the students’ satisfaction
include tangibles, reliability, responsiveness, assurance, and empathy. By the
priority scale, the reliability factor should be improved first because it is dominant
in determining the students’ satisfaction. Quality indicators constituting the
reliability factor include (1) staff’s/employees’ professionalism; (2) employees’
sociability; (3) comfortable services; (4) staff’s politeness; (5) clarity of the
information given by the staff; and (6) accuracy of the grades in grade cards.
Keywords: quality of service, descriptive technique, confirmatory factor analysis,
reliability