ANALISIS TINGKAT KEPUASAN MAHASISWA TERHADAP LAYANAN ADMINISTRASI AKADEMIK PEGAWAI IAIN KENDARI
DOI:
https://doi.org/10.31958/jt.v23i1.1821Keywords:
College Student Satisfaction, Academic Administration ServicesAbstract
Governance quality measurement of an educational institution is one of the main factors that can impact on the image of the college and the student loyalty. This article aims to describe and analyze the student satisfaction level of the academic administration services of IAIN Kendari staff. The research sample amounted to 88 students from 752 population numbers. The research instruments were structured using a service satisfaction indicator which refers to the tangible, reliability, responsiveness, assurance, and empathy aspects. The data were analyzed by using the Student Satisfaction Index analysis technique. The result of studentsÔÇÖ satisfaction of academic agency activities was in satisfactory category. Besides, an interesting empirical finding in this research was the level of studentsÔÇÖ satisfaction of the service positively correlates with the number of the employees. That is, the higher the number of employees, the higher the level of satisfaction of the service and vice versa. This indicates the need for the proportional distribution of academic administrative personnel in order to provide the more qualified academic service.
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Sarjono, Y. (2007). Faktor-Faktor Strategik Pelayanan Dosen dan Dampaknya terhadap Kepuasan Mahasiswa Fkip Universitas Muhamadiyah Surakarta Tahun Akademik 2005-2006’, Varidika, 19(1), pp. 66–74.
Supranto, J., (2006). Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: PT. Rineka Cipta.
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Athanassopoulos, A., Gounaris, S. and Stathakopoulos, V. (2001) ‘Behavioural responses to customer satisfaction: an empirical study’, European Journal of Marketing, 35(5/6), pp. 687–707.
Al-alak, B. A., Salih, A. and Alnaser, M. (2012) ‘Assessing the Relationship Between Higher Education Service Quality Dimensions and Student Satisfaction Professor of marketing College Of Business Management and Accounting Department’, Australian Journal of Basic and Applied Sciences, 6(1), pp. 156–164.
Dabholkar, P. A., & Overby, J. W. (2005) ‘Linking process and outcome to service quality and customer satisfaction evaluations: An investigation of real estate agent service’, International Journal of Service Industry Management. Edited by O. J. W. Emerald Group Publishing Limited, 16(1), pp. 10–27.
Fandy, T. (1997). Prinsip-Prinsip Total Quality Service. Yogyakarta: Andi.
Fikri, S., Wiyani, W., & Suwandaru, A. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Mahasiswa (Studi pada Mahasiswa Strata I Fakultas Ilmu Sosial dan Ilmu PolitikUniversitas Merdeka Malang). Jurnal Bisnis dan Manajemen, 3(1).
Gaspersz, V. (2007). Manajemen Kualitas Dalam Industri Jasa: Strategi untuk Memenangkan Persaingan Global. Jakarta: PT. Gramedia Pustaka Utama.
Gaspersz Vincent. (2008). The Executive Guide to Implementing Lean Six Sigma. Jakarta: PT. Gramedia Pustaka Utama.
Hasbullah, (2018). Analisis Tingkat Kepuasan Mahasiswa Terhadap Pelayanan Administrasi Tata Usaha (TU) Fakultas Tarbiyah Dan Ilmu Keguruan (FATIK) Institut Agama Islam Negeri (IAIN) Kendari, (Bachelor) IAIN Kendari. Retrieved from http://digilib.iainkendari.ac.id/1399/
Kattiyapornpong, U. & Limsiritong, K. (2010). Assessing service quality dimensions: a study of the construction supplier industry in Thailand. TMC Academic Journal, 5 (1), 23-34.
Kheng, L. L., Mahamad, O. and Mosahab, R. (2010) ‘The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia’, International Journal of Marketing Studies, 2(2), pp. 57–66.
Kitchroen, K. (2004). Literature review: Service quality in educational institutions. ABAC journal, 24(2).
Kui‐Son, C. (2005) ‘The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service’, Journal of Services Marketing. Edited by L. Hanjoon and M. Laroche. Emerald Group Publishing Limited, 19(3), pp. 140–149.
Liana, N. A., Benty, D. D. N., & Supriyanto, A. (2016). Analisis Faktor Yang mempengaruhi kepuasan orang tua peserta didik terhadap layanan pendidikan. Jurnal Manajemen Pendidikan, 25.
Mosahab, R., Mahamad, O. and Ramayah, T. (2010) ‘Service Quality, Customer Satisfaction and Loyalty: a Test of Mediation’, International Business Research, 3(4), pp. 72–80.
Mubasit, M. (2015). Menuju Kepuasan Layanan Akademik Perguruan Tinggi. Bina'al-Ummah, 10(1).
Mulyawan, A., & Rinawati, R. (2017). Pengaruh Kualitas Layanan Akademik Terhadap Kepuasan Mahasiswa Serta Implikasinya Pada Loyalitas Mahasiswa (Studi Pada Sekolah Tinggi Manajemen Informatika Dan Komputer Di Kota Bandung). Jurnal Ekonomi, Bisnis & Entrepreneurship, 10(2), 119-131.
Munusamy, J., Chelliah, S. and Mun, H. (2010) ‘Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia’, International Journal of Innovation, …, 1(4), pp. 398–404.
Nasution, M. N. (2016). A Deming Cycle as a Tool of Improving A Continuous Service Quality. Indonesian Management and Accounting Research (IMAR), 5(1), 53-78.
Peter, J. P., & Olson, J. C. (2000). Consumer Behavior: Perilaku Konsumen Dan Strategi Pemasaran. Jakarta: Erlangga.
Ratminto, A. S. W. (2005). Manajemen Pelayanan. Yogyakarta: Pustaka Pelajar.
Sarjono, Y. (2007). Faktor-Faktor Strategik Pelayanan Dosen dan Dampaknya terhadap Kepuasan Mahasiswa Fkip Universitas Muhamadiyah Surakarta Tahun Akademik 2005-2006’, Varidika, 19(1), pp. 66–74.
Supranto, J., (2006). Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: PT. Rineka Cipta.
Tuan, N. M. (2012) ‘Effects of service quality and price fairness on student satisfaction’, International Journal of Business and Social Science, 3(19 October), pp. 132–151.
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2020-06-27
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Sumianti, S., Syamsuddin, S., Nurhalimah, S., Hasbullah, H., Herlina, H., & Musjuliana, M. (2020). ANALISIS TINGKAT KEPUASAN MAHASISWA TERHADAP LAYANAN ADMINISTRASI AKADEMIK PEGAWAI IAIN KENDARI. Ta’dib, 23(1), 29–38. https://doi.org/10.31958/jt.v23i1.1821
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