ANALISIS KEPUASAN PELAYANAN PERGURUAN TINGGI (Kasus pada Prodi Magister Pendidikan Ekonomi Unnes)

Kardoyo Kardoyo,
Ahmad Nurkhin,

Abstract


Fokus penelitian ini adalah pengukuran kepuasan pelayanan terhadap mahasiswa, penelusuran lulusan, dan kepuasan pengguna lulusan. Populasi penelitian adalah mahasiswa Prodi Magister Pendidikan Ekonomi PPs Unnes yang aktif pada semester gasal 2015/2016, lulusan, dan pengguna lulusan. Alat yang digunakan adalah instrumen SERVQUAL yang dikembangkan dari Parasuraman et al. (1994) untuk mengukur kepuasan mahasiswa. Instrumen pengukuran kesesuaian lulusan dan kepuasan pengguna lulusan berdasarkan pedoman akreditasi BAN PT. Analisis data dilakukan dengan analisis statistik deskriptif dan importance-performance analysis (IPA). Hasil penelitian menunjukkan bahwa berdasarkan analisis kepuasan layanan terdapat dua dimensi layanan yang harus menjadi prioritas utama untuk segera diperbaiki, yaitu dimensi acces dan reliability. Hasil lainnya menunjukkan bidang pekerjaan alumni telah sesuai dengan visi misi prodi dan alumni berpendapat materi dan proses perkuliahan sangat relevan dengan bidang pekerjaan yang digeluti sekarang sehingga sangat membantu menyelesaikan pekerjaan. Terakhir, kepuasan pengguna terhadap kompetensi lulusan termasuk dalam kategori sangat bagus.
Kata kunci : mahasiswa, lulusan, pengguna lulusan, kualitas layanan, Importance-Performance Analysis


ANALYSIS TOWARDS UNIVERSITIES' SERVICES SATISFACTION
Abstract:The study focuses on the measurement of satisfaction withstudent services, tracer study and stakeholder satisfaction. The study population is students of Economics Education Master Program of PPs Unnes in the odd semester of 2015/2016, graduates and stakeholders. SERVQUAL instrument developed by Parasuraman et al. (1994) is employed to measure student satisfaction. The compatibility between the graduate and stakeholder satisfaction is measured based on BAN PT accreditation guidelines. Data were analyzed using descriptive statistical analysis, and the Importance-Performance Analysis (IPA). The results show that, in terms of service satisfaction analysis, two dimensions of service should be improved immediately, i.e. access and reliability. It has also been revealed that the fields of alumni’s job have been in accordance with the vision and mission of the study program and that the material and lecture have been highly relevant to their field of work. Lastly, stakeholders are found to be highly satisfied with graduate competencies.
Keywords: students, stakeholder, servicequality, Importance-Performance Analysis


Keywords


mahasiswa, lulusan, pengguna lulusan, kualitas layanan, Importance-Performance Analysis, students, stakeholder, servicequality, Importance-Performance Analysis

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DOI: https://doi.org/10.21831/cp.v15i2.9881

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Jurnal Cakrawala Pendidikan by Lembaga Pengembangan dan Penjaminan Mutu Pendidikan UNY is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Based on a work at http://journal.uny.ac.id/index.php/cp/index.

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