UPAYA PENINGKATAN PELAYANAN TERHADAP KEPUASAN MAHASISWA BERDASARKAN HASIL ANALISIS METODE SERVQUAL DAN REGRESI LINIER BERGANDA (Studi Kasus Jurusan Teknik Mesin Universitas di Malang)

Abstract

Recorded approximately 27 universities in this city is increasingly fierce competitive situation from time to time, causing many colleges difficult to increase the number of students [1]. Department of Mechanical Engineering at the University contained in Malang has not identified the quality of service and support strategy for the satisfaction level of students so as to improve the quality of students. In this research use corporation of SERVQUAL method and multiple linear regression to analyze the results of the questionnaire. This processing produces Gap values and linear regression analysis, it can be calculated the value of Servqual that known and will be prioritized for enhanced service quality. Conclusions and recommendations in order to get improved quality of improvement efforts of the priority criteria for enhanced quality service. Based on data processing using multiple linear regression analysis only tangible dimension that significantly to improve overall satisfaction. To prioritize the improvement of his physical condition improved following completion of facilities and infrastructure improvements in the information media (internet), completeness of facilities and infrastructure improvements in the lecture, the addition means supporting information, improved seating and desks Conditions comfortable class, classroom hygiene, completeness of facilities improvement and infrastructure in the library, improvement classroom air circulation, comfortable classroom temperature, comfortable classrooms lighting.

Factors That Contribute to the Satisfaction of Student in the Medical Residency Program

“…It was possible because the ability to provide infrastructures and physical resources is also a concrete form of service and importance thing for engineering students that has to delivered by the service provider. 14 The dimension of 'responsiveness' showed a significant association in this study, similar with previous study conducted by Çerri in the University of Albania. 15 A study conducted by Aghamolaei and Zare at the Faculty of Medicine, University of Hormozgan, Iran also found significant association between 'responsiveness' and satisfactory level, and this dimension was found to be the most important factor that influence the quality of education in the University of Hormozgan because of its high gap between expectation and reality compared with another dimensions of service quality.…”

Sistem Analisa Tingkat Kepuasan Mahasiswa Terhadap Kegiatan Belajar Mengajar pada PSTI Unram dengan Menggunakan Metode Service Quality

“…Servqual adalah suatu metode yang dikembangkan oleh Berry, Zeithaml, dan Parasuraman digunakan untuk mengukur kualitas produk atau jasa, dimana harapan, kepuasan pelanggan, dan kualitas pelayanan mempunyai hubungan yang dapat diukur dari kualitas pelayanannya yang dihitung dengan membandingkan ekspektasi dan persepsi pelanggan. Untuk mengukur tingkat kepuasan berdasarkan persepsi dan harapan digunakan skala likert dimana angka 1 menunjukkan (sangat tidak puas), 2 (tidak puas), 3 (netral), 4 (puas), dan 5 (sangat puas) [1]. Sudah banyak bermunculan penelitian mengenai analisa tingkat kepuasan pelanggan terhadap pelayanan dengan berbagai metode seperti Importance and Performance Analysis (IPA), Service Quality (Servqual), dan Kano.…”

“…Penggunaan Metode Servqual untuk analisa kepuasan pusat oleh-oleh Harum Manis menggunakan esponden sebanyak 108 orang, diperoleh kesimpulan bahwa pelanggan merasa belum puas [4]. Penerapan metode Servqual dan Regresi Linear Berganda untuk analisa kepuasan Mahasiswa Teknik Mesin Universitas Malang dengan melibatkan respondense 55 orang, didapatkan bahwa nilai kepuasan lebih rendah dari harapan, sehingga disimpulkan mahasiswa Teknik Mesin Universtas Malang masih belum puas dengan pelayanan yang ada [1].…”