JOURNAL INFO
Analisis Kepuasan Mahasiswa terhadap Layanan Pendidikan di Program Studi Kriya ISI Surakarta dengan Metode SERVQUAL
Abstract
Pendidikan tinggi memiliki peran penting dalam membentuk kualitas sumber daya manusia yang kompeten dan berdaya saing. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan mahasiswa terhadap layanan pendidikan di Program Studi Kriya ISI Surakarta menggunakan metode SERVQUAL. Metode ini mengukur kesenjangan antara harapan dan persepsi mahasiswa berdasarkan lima dimensi, yaitu: tangibles, reliability, responsiveness, assurance, dan empathy. Data dikumpulkan melalui kuesioner dan dianalisis secara kuantitatif untuk mengidentifikasi area yang perlu ditingkatkan. Hasil penelitian menunjukkan adanya beberapa kesenjangan antara harapan dan persepsi mahasiswa. Secara umum, ditemukan bahwa mahasiswa memiliki harapan yang cukup tinggi terhadap kualitas layanan pendidikan. Mereka menginginkan layanan yang lebih responsif, fasilitas yang lebih baik, dan perhatian yang lebih personal dari dosen. Persepsi mahasiswa terhadap kualitas layanan bervariasi. Beberapa aspek layanan dinilai sudah cukup baik, namun ada beberapa aspek lain yang masih perlu ditingkatkan. Penelitian ini memberikan rekomendasi strategis untuk meningkatkan kualitas layanan pendidikan dan memenuhi harapan mahasiswa secara optimal.
Keywords
analisis; kepuasan mahasiswa; layanan pendidikan; metode servqual
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DOI: https://doi.org/10.24114/cess.v10i1.66485
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CESS (Journal of Computer Engineering, System and Science)
CESS (Journal of Computer Engineering, System and Science) is licensed under a Creative Commons Attribution 4.0 International License