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.
Penulis: Sujatmiko, Purnomo
Budi Santoso, Rudy Soenoko, Murti Astuti
Kode Jurnal: jptindustridd130103
