Pengukuran kepuasan layanan pendidikan menggunakan pendekatan HEISQUAL dalam meningkatkan kualitas layanan pendidikan tinggi
DOI:
https://doi.org/10.21831/jamp.v10i2.48568Keywords:
kepuasan layanan, kualitas layanan, TQM, HEISQUAL, pendidikan tinggiAbstract
Pengukuran pelayanan di Perguruan Tinggi memerlukan indikator khusus, sedangkan indikator yang ada belum menggambarkan kualitas pelayanan secara spesifik di Perguruan Tinggi. Maka dari itu telah dikembangkan HEISQUAL yang dirancang khusus untuk mengukur SQ dalam lembaga pendidikan tinggi. Instrumen HEISQUAL terbagi menjadi tujuh tema SQ, yaitu profil guru, kurikulum, infrastruktur dan fasilitas, manajemen dan staf pendukung, kualitas pekerjaan, keselamatan dan keamanan, dan siswa. pengembangan keterampilan. Tujuan penelitian ini untuk mengukur kualitas layanan di program studi Manajemen Pendidikan Universitas Negeri Malang serta mengidentifikasi faktor-faktor yang membentuk kualitas pelayanan yang baik di program studi Manajemen Pendidikan Universitas Negeri Malang. Metode penelitian menggunakan pendekatan kuantitatif. Pengumpulan data menggunakan survey terhadap mahasiswa program studi Manajemen Pendidikan Universitas Negeri Malang. Nilai kepuasan mahasiswa pada Program Studi Manajemen Pendidikan, Fakultas Ilmu Pendidikan Universitas Negeri Malang kategori baik yaitu dengan nilai 79,01. Nilai per faktor HEISQUAL mempunyai skor yang cukup tinggi. Enam faktor mempunyai nilai Baik dan satu indikator yaitu kualitas ketenagakerjaan mempunyai nilai kurang baik dan tidak ada indikator yang mempunyai nilai sangat baik.References
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