FAKTOR-FAKTOR PENENTU KEPUASAN MAHASISWA TERHADAP PELAYANAN FAKULTAS SEBAGAI LEMBAGA PENDIDIKAN (Studi Kasus di FMIPA, Universitas Udayana)
Abstract: The success of a
faculty as a work unit in a university is determined by thequality of the given
services than can be measured by the satisfaction of the students as its
customers. The measurement of the service quality is an important element to
provide better, more efficient and more effective services. This study aims to
investigate: (1) determinant factors of the students’ satisfaction of theservices
in FMIPA Universitas Udayana; and (2) the dominant factor and itscharacteristics.
The data were collected through a questionnaire administered to 160 students of
FMIPA Universitas Udayana to investigate their perceptions of the faculty’s
services. The data were analyzed using the descriptive technique and theconfirmatory
factor analysis. The results show that, by percentage, no indicator is in the
very good category, only one indicator is in the good category, 9 indicators are
in the fairly good category, and 14 indicators are in the poor category. Theresults
indicate that the faculty’s service quality needs improving. The results of the
factor analysis show that five determinant factors of the students’
satisfactioninclude tangibles, reliability, responsiveness, assurance, and
empathy. By the priority scale, the reliability factor should be improved first
because it is dominant in determining the students’ satisfaction. Quality indicators
constituting thereliability factor include (1) staff’s/employees’
professionalism; (2) employees’sociability; (3) comfortable services; (4)
staff’s politeness; (5) clarity of the information given by the staff; and (6)
accuracy of the grades in grade cards.
Penulis: I Gusti Ayu Made
Srinadi & Desak Putu Eka Nilakusmawati
Kode Jurnal: jppendidikandd080079
