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Journal : Cakrawala Pendidikan

ANALISIS KEPUASAN PELAYANAN PERGURUAN TINGGI (Kasus pada Prodi Magister Pendidikan Ekonomi Unnes) Kardoyo, Kardoyo; Nurkhin, Ahmad
Cakrawala Pendidikan CAKRAWALA PENDIDIKAN EDISI JUNI 2016, TH. XXXV, NO. 2
Publisher : LPMPP Universitas Negeri Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1636.948 KB) | DOI: 10.21831/cp.v15i2.9881

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 AnalysisANALYSIS 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
Co-Authors - FACHRURROZIE - Muhlis - Sugiyo A T Soegito Achmad Afif Fikri Achmad Rifai RC, Achmad Rifai Achmad Slamet Agus Wahyudin Agus Wibowo Agus Wibowo Agustin, Nur Aini Ahmad Farid Mubarrok, Ahmad Farid Ahmad Nurkhin Alrizqi, Damas Gianlugi Amaliah, Afifah Nur Amanaturrakhmah, Isna Amir Mahmud Anas Rohman Anas Rohman Anis Susanti Anita, Hertati Tiawan Ardyanti, Novica Ardyanti, Novica Arief Yulianto Atik Mufridatul Khasanah Budiyono, Bambang Candra, Elfira Dwi Cipta Pramana Djoko Widodo Dwi Prasetiyawati Diyah Hariyanti Dwi Prasetiyawati Diyah Hariyanti Edy Suryanto Edy Suryanto Eko Handoyo Elisa Ika Yuniawati Ervie Sabrina Nuari Esti Mumpuni Wahyuningtyas Fakhruddin Fakhruddin Fakhruddin Fakhruddin Fakhruddin Fakhruddin Fakhrudin Fakhrudin Fathur Rokhman Fugiyar Suherman Ghozali, Ilham Guntur Cahyono, Guntur Handiko, Qowi Hardianto, Rio Noverdhi Hardo Sujatmiko, Hardo Haris, Amnan Hartomo, Hartomo Hartomo, Hartomo Haryono Haryono Hasan Mukhibad Hayatiningrum, Dien Cahyani Herawati Herawati Heri yanto Herry Sanoto Hertaty Tiawan Anita Hesti Mujiatun, Hesti Indah Tri Lestari, Indah Tri Indriawan, Rois Indriawan, Rois Irala, Yuan Fence Isticharoh, Isticharoh Jannah, Arum Roudlotul Jarot Tri Bowo Santoso Jarot Tri Bowo Santoso Jayawarsa, A.A. Ketut Joko Sutarto Junipah, Junipah Karuniana Dianta Arfiando Sebayang Ketut Sudarma Khoiriyah, Ummamatul Kurnia Sari, Rut Ervianna Kurnia Sari, Rut Ervianna Kurniawan, Agus Nur Ikhsan Kusumantoro Kusumantoro, Kusumantoro Lestari, Friska Aviyati Liyun Sari, Liyun Mahendra, Raynaldy Abdillah Mardi Mardi Martono, S. Masrukhi Masrukhi Maulidina, Rista Mintarsih Arbarini Mohehu, Fazri Mokhamat Mukhlisin, Mokhamat Mudrikah, Saringatun Muhammad Feriady, Muhammad Muhammad Hakimi Mohd Shafiai Muhammad Khafidc, Muhammad Muhlis, - Muhsin Muhsin Muhsin, Muhsin Narsim Narsim, Narsim Nina Farliana Nina Oktarina Novita Larasati, Novita P. Eko Prasetyo Partono Thomas Permana, Intan Pitaloka, Lola Kurnia Pitaloka, Lola Kurnia Pitaloka Porniadi, Fiki Porniadi, Fiki PUJI LESTARI Pujianti Pujianti Qudsi Falkhi Taqqiya, Istianah Rahmawati, Erlina Rakhima An Naafi Solekha, Rakhima An Naafi Ramadhani, Nurrina Sekar Riyanti, Ika Rizqi Amalia Dwi Asih ROHMAWATI, ELI Rosiani, Dewi Rusdarti - Rusdarti Rusdarti S Martono S.A. Sifa Imtihan, S.A. Sifa Sari, Ais Widya Rosiana Septi Novianingsih, Veronika Setiawan, Muh Afrizal Setiawan, Muh Afrizal Shodiqin Shodiqin, Shodiqin Siti Zubaidah Soesanto Soesanto Soesanto Soesanto Sri Lestari Binedikta, Sri Lestari Sucihatiningsih Dian Wisika Prajanti Sugiyo, - Sungkowo Edy Mulyono Susi Indriani Sarka Suyanto Suyanto Syamsu Hadi Titi Prihatin Totok Sumaryanto Totok Sumaryanto, Totok Tutik Tutik Wahyu Hardyanto Wahyudhiana, Wahyudhiana Wahyudhiana, Wahyudhiana Wahyuningtyas, Esti Mumpuni Wati, Alfi Setyo Widiyanto Widiyanto Wijang Sakitri Yasnanto Yasnanto, Yasnanto Yuli Rifiani, Yuli Yuli Utanto Yuliani Yuliani Yuniani, Kurnia