KAJIAN KEPUASAN MAHASISWA TERHADAP KUALITAS PELAYANAN DI LINGKUNGAN UNIVERSITAS SAMUDRA

Dhian Rosalina, Muhammad Rizqi Zati, Dyah Ayu Ardiyanti

Abstract


The  quality  of  academic  services  is  a  comparison  between  the  perceived  academic
service  customers  or  stakeholders  with  the  quality  of  academic  services  that
diharapkanpelanggan.  The  purpose  of  this  study  was  to  determine  how  the  level  of  student
satisfaction on the performance of academic services at the University of the ocean, and identify
as to whether the expectations of students as users of our services to academic services at the
University of the ocean.
The  population  in  this  study  were  all  students  of  both  the  semester  active  maaupun
aajaraan  odd  year  2016-2017  as  users  of  services  from  academic  services,  which  the
respondents of this activity drawn from five faculties at the University of the ocean environment.
Side technique used is proportional stratified random sampling which classifies the population
consists of five faculties. The method used is the gap analysis that compares the perceptions of
respondents mahasiswaa expectations with reality.
From  the  results  of  the  study  shows  that,  for  services  such  as  facilities  and  media
university  lectures  and  attitude  of  staff  behavior  akademikberdasarkan  student  perceptions
require improved performance. While factors  -  other factors such as library facilities, attitudes
and behavior of faculty, administrative staff and library responsiveness, competence of lecturers
and administrative staff, is perceived quite well by students
Keywords : service quality, Gap Analysis

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DOI: https://doi.org/10.31289/jkbm.v3i1.235

DOI (PDF): https://doi.org/10.31289/jkbm.v3i1.235.g179

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