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Journal : Operations Management and Information System Studies

The analysis of student satisfaction using academic services using services quality, IPA, and QFD methods Velya Ramadhani; Firman
Operations Management and Information System Studies Vol. 2 No. 2 (2022): Operations Management and Information System Studies
Publisher : Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/omiss.v2i2.65

Abstract

This study aims to analyze student satisfaction with the academic services of the Department of Management, Faculty of Economics, Universitas Negeri Padang by using the Service Quality, Importance Performance Analysis (IPA), and Quality Function Deployment (QFD) methods. In this study, 216 students majoring in management in the class of 2018 and 2019 were selected using Simple Random Sampling. Data collection methods in this study were questionnaires and interviews. Based on the results of the calculation of the servqual score, it can be seen that the average gap shows a negative value of -0.29. This indicates that overall academic services can meet student expectations. Based on the results of the IPA analysis, there are 7 attributes that are in quadrant 1 which are the main priority in the improvement process. The seven attributes are continued in the QFD data processing which produces 11 technical responses that can be considered or input for the management department to improve academic services.
Co-Authors A. Muri Yusuf Ade Herdian Putra Afdal Afdal Afdal Afdal Afifah Bidayah Afriya Mahdalena Afrizal Sano Ahmad Fauzan Ahmad Zakki Ahmad Zikri Aldi Fradana Alfajri Yusra Alfi Rahmi Alfi Rahmi Alfi Rahmi Alnetia Dwi Kamirsa Amria Amalianita, Berru Anisa, Ramelia Dwi Annisa Fitri Annisa Qathratun Nada Apriana Nofriastuti Rasdiany Atika Putri Bayur, Tarmizi bin Che Amat, Muhammad Asyraf Budi Setiawan Chairul Azmi Daryanti Daryanti Dea Aulia Dea Aulia Dedy Kurniadi Delfi Eliza Delima Delima Delima Delima Desi Aulia Desneli, Desneli Desyandri Desyandri Dian Montanesa Didi Syahrir didisyahrir didisyahrir Dina Sukma Dwi Wulan Suci Edi Purwanta Ela Irnanda Elfina Camelisa Elfina Camelisa Elvia Kurniawati Faridatul Umi Faris Abdurrahman Faris Abdurrahman Fatiha Sabila Putri Matondang Fatma Khaulani Fatma Khaulani Fatmi Fatmi Fatmi Fauzani Duski Febriella Fauziah Feby Kurniawan Feby Najmah Khairiyah Feby Najmah Najma Fifi Nofitri Fitratul Ilmi Fajri Fitria Umami Frandy Pratama Frischa Meivilona Yendi Fuad Mimhamimdala Gallih Arya Mulyadi Gallih Arya Mulyadi Gesit Thabrani Haidir Haidir Hariko, Rezki Harri Jumarto Suriadi Harun, Maizatul Mardiana Hasibuan, M Fauzi Hendra Syarifudin Hengki Yandri Hengky Yandri Humaira Mustika Ida Murni Ida Safitri Ifrah Hifsy Iqbal Arrahman Iqbal Nuari Irdamurni Jon Efendi Joni Gustiwan Jono, Muhamad Khaira, Imalatul Kukuh Vandriani Kurnia Puspita Sari Kurniady, Dedy Laksono Trisnantoro Ledita Ezy Maulany Lia Mita Syahri Lifda Sari Liqa Fadhila Lisa Rahmi Lisa Syupriyanti Liza Fidiawati Liza, Yana M. Fahli Zatrahadi Maiyona Ovartadara Maizatul Mardian Harun Maizatul Mariana Harun Marianna Harahap Marjohan Marjohan Marnis Susanti Maya Mashita Rachmi Mega Iswari Mera Putri Dewi Miftahul Fikri Mohd Nazri Abdul Rahman Mohd Suhadi Bin Mohamed Sidik Mohd Suhadi Bin Mohammed Sidik Mohd Suhadi Mohamed Sidik Mohdnazri Abdul Rahman Muhammad Asyraf Bi Che Amat Muhammad Asyraf Bin Che Amat Muhammad Asyraf Bin Che Amat Muhammad Asyraf Bin Che Amat Muhammad Asyraf Bin Che Amat Muri Yusuf Muthyara Daryus Muthyara Daryus Nadra Hafizah Nadra Neni Elvira. Z Nesta Olivia Netrawati, Netrawati Neviyarni Neviyarni Neviyarni Neviyarni Neviyarni S Neviyarni Suhaili Neviyarni, Neviyarni Nilma Zola Noor Syamilah Zakaria Noor Syamilah Zakaria Nunung Desyolmita Nur Afifah Nabila Saragih Nurfarhanah Nurfarhanah Nurhidayati Nurul Halimah Nurul Hidayat Pratiwi, Marni Emiar Prissillia Degita Prissillia Degita Puji Gusri Handayani Rachman Hakim Raga Cipta Prakasih Ragil Setyorini Rahma Fitri Annisa Rahmad Firmansyah Rahmadini Rahmadini Ranianisa Rahmi Ranny, Ranny Renitasri Renitasri Reza Arifni Reza Tririzky Ridho Rismi Risda Heldriyana Riska Ahmad Riska Ahmad Riska Putri Taupik Robbi Asri Rumondang Bulan BR Rambe Rusdinal Rusdinal rusdinal rusdinal Rusdinal Rusdinal Rusdinal Rusdinal Rusdinal Rusdinal Rusdinal Rusdinal Rusdinal Rusdinal Rusdinal, Rusdinal Salsabila Arsih Salsabila Arsih Sambas Sugiarto Sarda Nuria sawatul zamra Shella Satiwi Guci Shintia Dwi Putri Siti Nur Isnaini Siti Rahmah Tursnia Solfema Sri Hastuti Sri Rahayu Wardani Suci Rahmah Tursina Suhartati Wahyu Sukmawati, Indah Syahniar Syahniar Tanjung, Romi Fajar Taufina Taufina Three Rahmadona Three Rahmadona Tri juna irawana Ummul Khaira Vani Qhairum Nisa Utami Velya Ramadhani Vivi Sumanti Wahyu Almizri Wenny audina Wenny Audina Kartikasari Weriyanti Weriyanti Yadi, Heri Febri Yana Agustina Yanita Putri Rahmadhani Yarmis Syukur Yaswinda Yaswinda Yati Oktapia Tanjung Yavelma Miaz Yeni Karneli Yenni Elfira Yoga Oktafianda Yolla Mirandha Yulia Pebriyanti Yuris Nasri Zamra, Sawatul Zaroha Lenny Zikry Latupasjana Ersya Zulhelmi Narti