Analisis Kepentingan dan Kinerja Kualitas Pelayanan Universitas Almuslim dengan Model Higher Education Performance (HEdPERF)

Rahmawati Rahmawati, Sri Wahyuni, Johar Permana, Cepi Triatna

Abstract


Sangat penting bagi Universitas Almuslim sebagai salah satu perguruan tinggi swasta untuk meningkatkan kualitas pelayanan agar tetap dapat bertahan ditengah persaingan memperebutkan calon mahasiswa. Tujuan penelitian ini adalah teranalisisnya dimensi dan item pelayanan  HEdPERF yang harus diprioritaskan oleh Universitas Almuslim dalam rangka meningkatkan kepuasan mahasiswa. Pendekatan penelitian adalah kuantitatif melalui metode survey dengan menyebarkan  kuesioner melalui google form kepada 572 mahasiswa yang berasal dari 28 program studi dalam lingkup Universitas Almuslim pada Tahun Akademik 2022/2023. Analisis data menggunakan Analisis Kuadran IPA dengan bantuan software SPSS Versi 16.  Hasil penelitian menunjukkan dimensi  dan item layanan yang harus diprioritaskan oleh Universitas Almuslim adalah 9 item pada dimensi non akademik, akademik, reputasi, dan pemahaman. Terdapat 20 item pelayanan yang perlu dipertahankan dari dimensi akademik, reputasi kampus, aksestabilitas, dan isu program. Pelayanan dengan prioritas rendah ada 7 item dari dimensi non akademik, reputasi kampus, dan isu program, sedangkan item layanan yang melebihi harapan mahasiswa ada 5 item dari dimensi non akademik. Temuan penelitian dapat memandu para pengambil keputusan untuk memprioritaskan dimensi yang dapat meningkatkan kepuasan mahasiswa dalam manajemen pelayanan di perguruan tinggi.


Keywords


Service Quality, HEdPERF, IPA, Higher Education

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References


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DOI: https://doi.org/10.31004/edukatif.v5i6.5650

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