Evaluasi Kepuasan Mahasiswa terhadap Kinerja Layanan Institut Teknologi Sepuluh Nopember (ITS)
Submission Date: 2019-08-22 16:28:43
Accepted Date: 2020-02-04 00:00:00
Abstract
Institut Teknologi Sepuluh Nopember (ITS) Surabaya sebagai salah satu institusi pendidikan selalu berusaha meningkatkan kualitas layanan. Kualitas pelayanan terhadap pelanggan merupakan suatu indikator yang sangat penting untuk industri jasa. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan mahasiswa sebagai salah satu stakeholder ITS, terhadap layanan ITS. Pengukuran kualitas layanan menggunakan konsep kriteria penentu kualitas pelayanan, yaitu: keandalan (reliability), ketanggapan (responsiveness), jaminan (assurance), empati (emphaty), dan bukti langsung (tangibles). Metode yang digunakan adalah Importance Performance Analysis (IPA), untuk menganalisis tingkat kepentingan atribut dengan mengetahui hal-hal yang perlu diperbaiki atau dipertahankan. Tingkat kepuasan mahasiswa terhadap layanan ITS berdasarkan Customer Satisfication Index (CSI) adalah sebesar 79,99%, sedangkan rata-rata ringkat kepuasan mahasiswa ITS secara keseluruhan untuk semua unit adalah 3,9 yang berada pada zona kepuasan tinggi. Unit yang mempunyai indeks kepuasan tertinggi adalah Unit Perpustakaan dengan nilai 3,995 dan terendah adalah Direktorat Akademik dengan nilai 3,968.
Keywords
Customer Satisfaction Index; Importance Performance Analysis; Layanan; Tingkat Kepuasan
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Jurnal Sains dan Seni ITS by Lembaga Penelitian dan Pengabdian Kepada Masyarakat, LPPM-ITS is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Based on a work at https://ejurnal.its.ac.id/index.php/sains_seni.