Pengaruh Kualitas Layanan AKJP II Pekanbaru Terhadap Kepuasan Mahasiswa Dengan Metode IPA Dan CSI
DOI:
https://doi.org/10.33488/1.jh.2021.2.295Keywords:
Service Quality, Customer Satisfaction, Importance Performance Analysis, Cartesian Plane, Customer Satisfaction Index.Abstract
This study aimed to analyze level of interest and performance with Importance Performance Analysis (IPA) and Customer Satisfaction with Customer Satisfaction Index (CSI). The results of 40 attributes (tangibles, reliability, responsiveness, assurance, emphaty) were described in cartesian plane scattered in 4 quadrants. Quadrant I illustrated high interest, low performance, being top priority. Quadrant II showed high interest and performance requiring sustainable achievement. Quadrant III highlighted low interest and performance paid less attention. Quadrant IV summarized low interest yet high performance, emphasizing re-allocation of resources. Efforts to improve quadrant I: MoU for learning experience and with other libraries, tutorial video, procurement of instruments, sorting and planning of collection including e-book, provision cleaning tools and furniture in public spaces, facility maintenance, recruitment of laboratory assistants and professionals, extending boundary wall, installing more cctv camera, optimalization of e-services, socialization of SOP. Level of student satisfaction with CSI index obtained 97.10% (highly satisfied).
Key Words: Service Quality, Customer Satisfaction, Importance Performance Analysis, Cartesian Plane, Customer Satisfaction Index.
Downloads
References
Amin, S., 2017. Strategi peningtkatan kualitas pelayanan akademik pada sekolah tinggi. Wahana Akademika, [online] 4, bll193–202. Available at: .
Anggraini, L.D., Deoranto, P. en Ikasari, D.M., 2015. Analisis Persepsi Konsumen Menggunakan Metode Importance Performance Analysis Dan Customer Satisfaction Index the Analysis of Consumer Perception Used Importance Performance Analysis Method and. Jurnal Industri, [online] 4(2), bll74–81. Available at: <http://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=44033223&site=ehost-live>.
Apriyanto, D., 2016. Pengukuran Kinerja Puskesmas Dalam Rangka Peningkatan Layanan Kesehatan Masyarakat. Jurnal Ilmu Sosial, [online] 15(2), bl121. Available at: .
Dirgantara, M.B., 2006. Pengaruh Kualitas Pelayanan Dalam Tingkat Kepuasan Konsumen Produk Jasa. Pengaruh Kualitas Pelayanan Dalam Tingkat Kepuasan Konsumen Produk Jasa, [online] 15(2), bll62–67. Available at: .
Indrajaya, D., 2018. Analisis Kualitas Pelayanan Terhadap Tingkat Kepuasan Konsumen Menggunakan Metode Importance Performance Analysis Dan Customer Satisfaction Index Pada Ukm Gallery. IKRA-ITH Teknologi, [online] 2, bll1–6. Available at: .
Istiatin, E., 2015. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Dealer Pt. Ramayana Motor Sukoharjo. Jurnal Paradigma Universitas Islam Batik Surakarta, [online] 13(01), bll1–12. Available at: <https://media.neliti.com/media/publications/115736-ID-pengaruh-kualitas-pelayanan-terhadap-kep.pdf>.
Juhana, D. en Mulyawan, A., 2015. Pengaruh kualitas layanan jasa pendidikan terhadap kepuasan mahasiswa di STMIK Mardira Indonesia Bandung. Jurnal Ekonomi, Bisnis & Entrepreneurship Vol., [online] 9(1), bll1–15. Available at: .
Mularsih, H. en Aritonang, L., 2018. Profil Kualitas Layanan Jasa Pendidikan Tinggi Perguruan Tinggi Swasta Di Jakarta. Jurnal Muara Ilmu Ekonomi dan Bisnis, 1(2), bl57.
Ong, J.O. en Pambudi, J., 2014. Importance Performance Analysis Di Sbu Laboratory Cibitung Pt Sucofindo ( Persero ). Jurnal Teknik Industri UNDIP, [online] IX(1), bll1–10. Available at: <https://media.neliti.com/media/publications/92134-ID-analisis-kepuasan-pelanggan-dengan-impor.pdf>.
Permendikbud No 03 Tahun 2020.[online] Available at: <https://jdih.kemdikbud.go.id/arsip/SalinanPERMENDIKBUD 3 TAHUN 2020 FIX GAB.pdf>.
Rohmaniyah, 2019. Kegiatan penyiangan koleksi bahan pustaka di perpustakaan perguruan tinggi. Al-Kuttab: Jurnal Kajian Perpustakaan, Informasi dan Kearsipan, [online] 1, bll35–45. Available at: .
Sahfitri, V., 2017. Facebook Commerce Menggunakan Metode Importance Performance Analysis ( Ipa ). Ilmiah Matrik, [online] bll79–90. Available at: <https://media.neliti.com/media/publications/224936-analisis-kepuasan-pelanggan-terhadap-pem-92f15c25.pdf>.
Suhendra, A. en Prasetyanto, D.W.I., 2016. Kajian Tingkat Kepuasan Pengguna Trans Metro Bandung Koridor 2 Menggunakan Pendekatan Importance-Performance Analysis. Jurnal Online Institut Teknologi Nasional, [online] 2(2), bll1–12. Available at: .
Sunarti, D.A.A., 2017. PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Survei pada Konsumen The Little A Coffee Shop Sidoarjo). Administrasi Bisnis (JAB)|Vol., [online] 51, bll1–7. Available at: <http://administrasibisnis.studentjournal.ub.ac.id/index.php/jab/article/viewFile/2124/2516>.
Wijaya, S., 2017. Pelayanan Bagian Keuangan Dengan Metode Customer. Jurnal Ilmiah Rekayasa dan Manajemen Sistem Informasi, [online] 3(1), bll11–17. Available at: <http://eresearch.stikom-bali.ac.id/admin/files/publikasi_files/b227df3ce9914f93f9016dd60ca9ae63.pdf>.
Downloads
Published
Issue
Section
License
Jurnal Hummansi applies the Creative Commons Attribution (CC BY) license to works we publish. Under this license, authors retain ownership of the copyright for their content, grant the journal right of first publication, but allow anyone to download, reuse, reprint, modify, distribute and/or copy the content as long as the original authors and source are cited. No permission is required from the authors or the publishers. Appropriate attribution can be provided by simply citing the original article.
