Analisis Kepuasan Mahasiswa Terhadap Layanan Akademik Dengan Metode Servqual dan Importance Performance Analysis
DOI:
https://doi.org/10.36805/manajemen.v8i2.5319Abstract
A B S T R A C T
The purpose of this study is to analyze student satisfaction with XYZ University
academic services. The instrument in this study was a questionnaire compiled based
on the dimensions of the quality of the servqual method, namely tangibles, reliability,
responsiveness, assurance and empathy with 4 Likert scales. The sampling method
uses the slovin approach, the sampling technique used is proportional sampling.
Servqual method (service quality) is used to measure the service gap. To display the
factors that determine satisfaction and service factors must be improved, the
Importance Performance Analysis (IPA) method is used. From the results of the
calculation of the Servqual score, an average gap value of -0.29 indicates a gap in the
quality of academic services with what is expected by students, an average
conformity level of 91.28% is in very suitable criteria (80 - 100%) indicating
significantly XYZ University's academic service quality is close to what is expected
by students, but still needs to be improved. From the IPA analysis, there are 18
academic service attributes that are considered important by students.
A B S T R A K
Penelitian ini bertujuan untuk mengukur kepuasan mahasiswa terhadap
pelayanan akademik Universitas XYZ, instrumen dalam penelitian ini adalah
kuesioner yang disusun berdasarkan dimensi kualitas metode Servqual yaitu
tangibles, reliability, responsiveness, assurance dan empathy dengan 4 skala
likert. Responden penelitian adalah mahasiswa aktif Universitas XYZ semester
ganjil tahun akademik 2022/2023. Metode penarikan sampel menggunakan
pendekatan slovin, teknik sampling yang digunakan adalah proportional
sampling. Metode Servqual (service quality) digunakan untuk mengukur
kesenjangan layanan (Service Gap). Untuk menampilkan faktor yang sangat
menentukan kepuasan dan faktor pelayanan harus ditingkatkan digunakan
metode Importance Performance Analysis (IPA). Dari hasil perhitungan score
Servqual diperoleh nilai rata-rata gap sebesar -0,29 menunjukkan adanya gap
kualitas layanan akademik dengan yang diharapkan oleh mahasiswa, rata-rata
tingkat kesesuaian 91,28% berada pada kriteria sangat sesuai (80 – 100%)
menunjukkan secara kualitas pelayanan akademik Universitas XYZ
mendekati apa yang diharapkan oleh mahasiswa, akan tetapi masih perlu
ditingkatkan lagi. Dari analisis IPA terdapat 18 atribut pelayanan akademik
yang dianggap penting oleh mahasiswa.
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