PENGARUH LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA PROGRAM PASCASARJANA UNIVERSITAS TERBUKA PADA UNIT PROGRAM BELAJAR JARAK JAUH (UPBJJ) MATARAM - Hery Susanto (LPPM Universitas Terbuka, 2014)
This research is aimed at analyzing the influence of academic service quality to the satisfaction of Master Degree Program (PPs) - Open University (UT) in the distance study unit program (UPBJJ) Mataram. The data were subsequently analyzed by double linear regression. This research finding showed that, partially the indicator of reliability dimension, responsiveness, and assurance were not influenced significantly by the students satisfaction. It was caused by the Master Degree Program UT in UPBJJ Mataram has not provided a service that is expected by the students. Otherwise the indicator of tangibles and empathy partially have significant role that influences the students satisfaction. From the five indicators, it can be seen that the empathy dimension has dominant role that influences the satisfaction of students in Master Degree Program UT in UPBJJ Mataram. Simultaneously, the quality of academic service consisted of tangible, reliability, responsiveness, assurance and empathy that has highly significant role. The higher of service quality increased the higher of students satisfaction level in Master Degree Program UT in UPBJJ Mataram. Penelitian ini bertujuan menganalisis pengaruh kualitas layanan akademik terhadap kepuasan mahasiswa Program Pascasarjana (PPs) Universitas Terbuka pada Unit Program Belajar Jarak Jauh (UPBJJ) Mataram. Teknik analisis data dengan menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa, secara parsial indikator dimensi keterandalan (reliability), responsiveness dan assurance tidak berpengaruh secara signifikan terhadap kepuasan mahasiswa, hal ini disebabkan PPs-UT pada UPBJJ Mataram belum memberikan pelayanan seperti yang diharapkan oleh mahasiswa. Selanjutnya, pada indikator tangibles dan empathy secara parsial memiliki pengaruh yang signifikan terhadap kepuasan mahasiswa. Dari ke lima indikator tersebut, dimensi emphaty memiliki pengaruh yang paling dominan terhadap kepuasan mahasiswa Program Pascasarjana UT pada UPBJJ Mataram. Secara simultan, kualitas layanan akademik yang terdiri dari tangible, reliability, responsiveness, assurance, dan empathy mempunyai pengaruh signifikan yang sangat tinggi, artinya semakin tinggi kualitas pelayanan maka semakin tinggi pula tingkat kepuasan mahasiswa PPs-UT pada UPBJJ Mataram.