Abidin, Zainal (2019) Analisis kepuasan perguruan tinggi swasta terhadap pelayanan lembaga layanan pendidikan tinggi. Masters thesis, Institut Pertanian Bogor.
Full text not available from this repository.Abstract
Providing excellent service is an obligation that must be met by government agencies. The Agency of higher education service region XIII is one of the government institutions that aims to improve the quality of higher education in its working area. This study aims to measure the satisfaction of private higher education institutions given by The Agency of higher education institutions in Region XIII. The focus of the study is satisfaction with the five service dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The study was conducted by survey method of 106 private higher education institutions using a questionnaire. Each private higher education institutions was taken by two respondents consisting of private higher education institutions leaders and lecturers who were selected based on the submission for the carrier path of last year. The selection of lecturer respondents used a purposive sampling technique, which is a lecturer who has proposed a carrier path while still in Kopertis status and has submitted a document when changing to The Agency of Higher Education Service in Region XIII. The sample was chosen based on the ease of researchers in communicating with respondents. Data were analyzed using GAP Analysis and importance performance analysis to see the level of satisfaction and identify indicators that are priorities for improvement. To find out the private higher education institutions satisfaction index, data were analyzed using the Customer Satisfaction Index (CSI) so that the private higher education institutions satisfaction level was obtained overall. The results showed there was still dissatisfaction with the services provided by The Agency of Higher Education Service in Region XIII. The highest dissatisfaction for institutional administrative services is found in the accuracy of employee promise indicators of 63.21 percent. The highest gap for staffing administrative services is in the staffing service procedure indicator of 81.13 percent. This shows that The Agency of Higher Education Service in Region XIII services have not met PTS expectations. By using IPA Analysis, priority improvements are made to physical facilities indicators, information clarity, service procedures, accuracy of employee appointments, knowledge held, timely service readiness, seriousness, sincerity and patience of employees. CSI calculation results obtained satisfaction index of 80 percent for institutional services and 78 percent for staffing services, this value is in the satisfactory criteria. The results of this study indicate that the services provided by The Agency of Higher Education Service in Region XIII have satisfied private higher education institutions however the services have not meet their expectation. Managerial implications that can be formulated are improving services on the area of institutional affairs and human resources issues.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | customer satisfaction indeks, GAP analisis, importance- performance analisis, kepuasan PTS. customer satisfaction index, GAP analysis, importance-performance analysis, PTS satisfaction. |
| Subjects: | Manajemen Pemasaran |
| Depositing User: | SB-IPB Library |
| Date Deposited: | 15 Jul 2020 06:09 |
| Last Modified: | 15 Jul 2020 06:09 |
| URI: | http://repository.sb.ipb.ac.id/id/eprint/3663 |
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