Pengukuran Kualitas Layanan Dalam Bidang Pendidikan Tinggi

Abstract

The service industry plays an important role in a nation's economy including higher education services. The performance of the quality of higher education services is determined by the quality of service delivery provided to the students. Quality of service in education is determined by the extent to which student needs and expectations can be met. How well students will later perceive the quality of their educational services will greatly contribute to the continuity of universities in the dynamics of long-term competition. The purpose of this study was to examine and analyze how the quality of service of Maranatha Christian University is viewed from the gap between the service experienced and the expected service. The service quality measurement instrument uses seven factors: contact personnel (faculty/ lecturer), reputation, physical evidence, contact personnel (administration), curriculum, responsiveness, and access to facilities. The technique used is simple random sampling with 418 respondents. Measurement instruments are tested using validity test, reliability test, and Importance and Performance Analysis (IPA). Based on the results of data processing using IPA five things that have not been matched as expected by the student when the five things are considered important by students. These are classroom arrangement, classroom comfort, immediate announcement notice, availability of parking space, and availability of access to nonclassroom learning. 
 Keywords: IPA; Service Quality

E-SIP: Website-Based Scheduling Information System to Increase the Effectivity of Lecturer's Performance and Learning Process

“…The instrument was a close questionnaire. The score obtained dealt with Likert scale on positives question with the score range of 5, 4, 3, 2, and 1 (Table 1) [22].…”

Desain Pembelajaran Bahasa Arab

“…71 Menurut Gronlund dalam Djaali, evaluasi merupakan sebuah proses sitematis dalam menetapkan serta menyusun sebuah keputusan sampai dimana tujuan program sudah dicapai. 72 Menurut Bloom dalam Suke Silverius,evaluasi merupakan kumpulan fakta dengan sistematis dalam menentukan apakah pada faktanya terdapat perubahan pada diri pribadi siswa. 73 Oliva mengutip Robert H. Davis menguraikan bila evaluasi merupakan "a continuous process of collecting and interpreting information in order to assess decisions made in designing a learning system" (Evaluasi merupakan proses penghimpunan serta penginterpretasian informasi dengan berkelanjutan dalam mengukur keputusan yang sudah dirancang pada sebuah proses pembelajaran).…”

Kepuasan Kerja: Apakah Jenjang Jabatan Akademik Membuat Perbedaan?

“…Internal stakeholders, dalam hal ini karyawan memiliki peran penting dalam memberikan layanan yang berkualitas kepada para external stakeholders dan dapat menciptakan kepuasan (Paryanto, 2016;Aprillia & Magdalena, 2018). Berkaitan dengan hal tersebut, apabila karyawan dapat memberikan layanan yang baik maka dapat menjadi keunggulan bersaing bagi institusi (Aprillia, Setiawan, dan Munthe, 2017).…”