{"title":"高等教育服务服务质量与学生Pts满意度的衡量。X","authors":"Rina Indrayani","doi":"10.53580/sistemik.v7i1.8","DOIUrl":null,"url":null,"abstract":"Abstrak \nPTS. X merupakan suatu perguruan tinggi yang ada di Bandung yang mempunyai beberapa Jurusan Program Studi. Tujuan dari penelitian ini adalah untuk mengetahui kesesuaian antara tingkat kepentingan layanan menurut mahasiswa dan tingkat kinerja yang telah diberikan kampus, sehingga akan diketahui tingkat kepuasan mahasiswa terhadap kualitas pelayanan kampus dan dapat memberikan usulan terhadap layanan yang menjadi prioritas perbaikan dan menentukan strategi pelayanan. Metode yang digunakan adalah metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) yang diolah dengan software Microsoft Excel 2013l for Windows dan SPSS 20 for Windows. Kuesioner disebar ke 301. Hasil pengolahan data menjunjukkan tingkat keseseuaian harapan dengan kinerja rata-rata lebih besar dari 0,75 yang menunjukkan adanya kesesuaian dan rasa puas terhadap pelayanan yang diberikan. \n \nKata kunci : Service Quality, Kepuasan Mahasiswa, Pelayanan \n \n \nAbstract \nHigher Education “X” is a tertiary institution in Bandung that has several Department of Study Programs. The purpose of this study is to study the suitability between the level of service needs with students and the level of ability provided by the campus, so that it will increase the level of student satisfaction with the quality of campus services and can provide services that are priority in improving and improving service strategies. The method used is the method of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) which is processed with Microsoft Excel 2013l software for Windows and SPSS 20 for Windows. The questionnaire was spread to 301. The results of data processing showed a level of conformity of expectations with an average performance greater than 0.75 which showed differences in suitability and taste of the service provided. \n \nKeywords: Service Quality, Student Satisfaction, Service","PeriodicalId":197503,"journal":{"name":"Sistemik : Jurnal Ilmiah Nasional Bidang Ilmu Teknik","volume":"180 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2019-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Pengukuran Kualitas Pelayanan Jasa Pendidikan Tinggi Terhadap Kepuasan Mahasiswa Pts. X\",\"authors\":\"Rina Indrayani\",\"doi\":\"10.53580/sistemik.v7i1.8\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Abstrak \\nPTS. X merupakan suatu perguruan tinggi yang ada di Bandung yang mempunyai beberapa Jurusan Program Studi. Tujuan dari penelitian ini adalah untuk mengetahui kesesuaian antara tingkat kepentingan layanan menurut mahasiswa dan tingkat kinerja yang telah diberikan kampus, sehingga akan diketahui tingkat kepuasan mahasiswa terhadap kualitas pelayanan kampus dan dapat memberikan usulan terhadap layanan yang menjadi prioritas perbaikan dan menentukan strategi pelayanan. Metode yang digunakan adalah metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) yang diolah dengan software Microsoft Excel 2013l for Windows dan SPSS 20 for Windows. Kuesioner disebar ke 301. Hasil pengolahan data menjunjukkan tingkat keseseuaian harapan dengan kinerja rata-rata lebih besar dari 0,75 yang menunjukkan adanya kesesuaian dan rasa puas terhadap pelayanan yang diberikan. \\n \\nKata kunci : Service Quality, Kepuasan Mahasiswa, Pelayanan \\n \\n \\nAbstract \\nHigher Education “X” is a tertiary institution in Bandung that has several Department of Study Programs. The purpose of this study is to study the suitability between the level of service needs with students and the level of ability provided by the campus, so that it will increase the level of student satisfaction with the quality of campus services and can provide services that are priority in improving and improving service strategies. The method used is the method of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) which is processed with Microsoft Excel 2013l software for Windows and SPSS 20 for Windows. The questionnaire was spread to 301. The results of data processing showed a level of conformity of expectations with an average performance greater than 0.75 which showed differences in suitability and taste of the service provided. \\n \\nKeywords: Service Quality, Student Satisfaction, Service\",\"PeriodicalId\":197503,\"journal\":{\"name\":\"Sistemik : Jurnal Ilmiah Nasional Bidang Ilmu Teknik\",\"volume\":\"180 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2019-07-12\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Sistemik : Jurnal Ilmiah Nasional Bidang Ilmu Teknik\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.53580/sistemik.v7i1.8\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Sistemik : Jurnal Ilmiah Nasional Bidang Ilmu Teknik","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.53580/sistemik.v7i1.8","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
摘要
抽象的脚注a。X是万隆的一所大学，有几个专业的学习项目。本研究的目的是确定学生的服务利弊与学生的表现水平之间的一致性，从而使学生对学校服务质量的满意程度为人所知，并能够提出优先改善和制定服务战略的建议。使用的方法是Windows Excel软件2013l和Windows SPSS 20的导入性能分析(IPA)和客户满足指数(CSI)。调查问卷部署到301。数据处理的结果显示了预期的一致性，平均表现为0.75，表明其一致性和对所提供的服务感到满意。关键词:服务质量，学生满意度，Abstract高等教育服务“X”是万隆有几个研究室的机构。《suitability这个研究的目的是为了研究《服务水平之间需要学生和不在乎provided by The校区之水平,所以这层》威尔增加学生satisfaction校区服务之品质和可以那样。服务是优先in improving and improving服务策略。使用的方法是输入微软Excel 2013l软件和SPSS 20的Windows软件。问题蔓延到301。数据处理器的结果显示，平均表现的预期强度大于服务提供的差价和品味的0.75。客套:客套，满意，客套
Pengukuran Kualitas Pelayanan Jasa Pendidikan Tinggi Terhadap Kepuasan Mahasiswa Pts. X
Abstrak
PTS. X merupakan suatu perguruan tinggi yang ada di Bandung yang mempunyai beberapa Jurusan Program Studi. Tujuan dari penelitian ini adalah untuk mengetahui kesesuaian antara tingkat kepentingan layanan menurut mahasiswa dan tingkat kinerja yang telah diberikan kampus, sehingga akan diketahui tingkat kepuasan mahasiswa terhadap kualitas pelayanan kampus dan dapat memberikan usulan terhadap layanan yang menjadi prioritas perbaikan dan menentukan strategi pelayanan. Metode yang digunakan adalah metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) yang diolah dengan software Microsoft Excel 2013l for Windows dan SPSS 20 for Windows. Kuesioner disebar ke 301. Hasil pengolahan data menjunjukkan tingkat keseseuaian harapan dengan kinerja rata-rata lebih besar dari 0,75 yang menunjukkan adanya kesesuaian dan rasa puas terhadap pelayanan yang diberikan.
Kata kunci : Service Quality, Kepuasan Mahasiswa, Pelayanan
Abstract
Higher Education “X” is a tertiary institution in Bandung that has several Department of Study Programs. The purpose of this study is to study the suitability between the level of service needs with students and the level of ability provided by the campus, so that it will increase the level of student satisfaction with the quality of campus services and can provide services that are priority in improving and improving service strategies. The method used is the method of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) which is processed with Microsoft Excel 2013l software for Windows and SPSS 20 for Windows. The questionnaire was spread to 301. The results of data processing showed a level of conformity of expectations with an average performance greater than 0.75 which showed differences in suitability and taste of the service provided.
Keywords: Service Quality, Student Satisfaction, Service
求助内容：
应助结果提醒方式：
京公网安备 11010802042870号
