Analisis Kepuasan Mahasiswa Terhadap Kualitas Pelayanan Akademik Dikampus XYZ Dengan Metode Service Quality (Serqual)
Keywords:
Education, Satisfaction analysis, Customer satifaction level, Serqual method, SPSSAbstract
Higher education institutions are service industries that play an important role in producing high-quality human resources ready to face global competition. Service quality becomes a key factor in maintaining student satisfaction. This study aims to identify the service quality dimension with the largest gap between student expextations ang perceptions, so it can be prioritized for improvement. The research uses the SERQUAL approach, which consists of five dimensions. Tangibles reliability responsiveness assurance and empathy Data were collected by distributing questionaries to all students satistification with academic service quality is in the “dissatisfied” category, with an average GAP score of -0,62. This negative score indicates a significant discrepancy between expectations and actual services received. These findings serve as a basis for improving service quality in the most problematic dimensions.
References
[1] Sekolah, ilmu, T. Susianti and E. Prabumulih, “PENGARUH KUALITAS PELAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA PADA SEKOLAH TINGGI ILMU EKONOMI PRABUMULIH THE INFLUENCE OF THE ACADEMIC QUALITY OF SERVICE TOWARDS THE SATISFACTION OF STUDENTS AT THE HIGH SCHOOL OF ECONOMICS, PRABUMULIH”.
[2] L. Lukitasari, S. T. Farmasi, and B. Ringkasan, “PENGARUH BAURAN PEMASARAN JASA DAN KUALITAS LAYANAN TERHADAP KEPUASAN MAHASISWA SEKOLAH TINGGI FARMASI BANDUNG,” Online. [Online]. Available: http://ejurnal.poliban.ac.id/index.php/intekna/issue/archive
[3] A. Bainus and J. Budi Rachman, “Editorial: Pandemi Penyakit Menular (Covid-19) Hubungan Internasional,” Intermestic: Journal of International Studies, vol. 4, no. 2, p. 111, May 2020, doi: 10.24198/intermestic.v4n2.1.
[4] L. Putu Rara Ayu Ratnaningrum, “ANALISIS KEPUASAN MAHASISWA TERHADAP KUALITAS PELAYANAN AKADEMIK DI SEKOLAH TINGGI MANAJEMEN INFORMATIKA & KOMPUTER INDONESIA,” Bussman Journal: Indonesian Journal of Business and Management, vol. 3, no. 1, 2023, doi: 10.53363/buss.v3i1.124.
[5] R. Riduansyah, “Analisis Kualitas Pelayanan pada Layanan Tes Kesehatan di Klinik Mulawarman Health Center Universitas Mulawarman dengan Menggunakan Metode Service Quality (Servqual),” JOURNAL OF INDUSTRIAL AND MANUFACTURE ENGINEERING, vol. 4, no. 1, pp. 28–36, May 2020, doi: 10.31289/jime.v4i1.3011.
[6] N. Widianti, A. Kusniawati, and M. Faruk, “PENGARUH EKSPEKTASI PELANGGAN DAN BAURAN PROMOSI TERHADAP LOYALITAS KONSUMEN (Suatu Studi pada Konsumen Telkomsel di Desa Sukahurip-Ciamis).” [Online]. Available: www.cnnindonesia.com
[7] Neliana Bin Bolen, Petrus Tukan, and K. M. K. Kwen, “PERAN ORANG TUA KATOLIK SEBAGAI PENDIDIK IMAN ANAK DI STASI ST. PAULUS PUKAONE,” JAPB: Jurnal Agama, Pendidikan dan Budaya, vol. 4, no. 2, pp. 91–97, Nov. 2023, doi: 10.56358/japb.v4i2.236.
[8] Sugiyono, METODE PENELITIAN Kuantitatif, Kualitatif dan R&D . Bandung: Alfabeta, 2017.
[9] A. Mariansyah and A. Syarif, “Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Harga Terhadap Kepuasan Konsumen Cafe Kabalu,” vol. 3, no. 2, 2020, [Online]. Available: www.investor.iddi
[10] B. Irawan, R. A. Kurnia, E. D. Sitanggang, and S. Achmady, “ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL),” JURNAL KEPERAWATAN DAN FISIOTERAPI (JKF), vol. 3, no. 1, pp. 58–64, Oct. 2020, doi: 10.35451/jkf.v3i1.522.
[11] H. Fadillah, A. F. Hadining, and R. Puspa Sari, “ANALISIS KEPUASAN PELANGGAN ABC LAUNDRY DENGAN MENGGUNAKAN METODE SERVICE QUALITY, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI),” 2020.
[12] R. Sianturi, A. N. J. Siahan, V. M. B. Sianipar, Sitorus Sam Putra Sitorus, E. Situmorang, and J. T. Hardinata, “PENGENALAN DAN PEMANFAATAN SOFTWARE SPSS DALAM PEMBELAJARAN STATISTIKA UNTUK MENINGKATKAN LITERASI DATA DAN KETERAMPILAN ANALISIS SISWA DI ERA DIGITAL,” 2025.
[13] I. Mutmainah, I. A. Yulia, F. Marnilin, and A. Z. Mahfudi, “GAP Analysis Untuk Mengetahui Kinerja Implementasi Program Merdeka Belajar Kampus Merdeka,” Jurnal Ilmiah Manajemen Kesatuan, vol. 10, no. 1, pp. 19–34, Mar. 2022, doi: 10.37641/jimkes.v10i1.934.
[14] M. Fuad et al., “ANALISIS PENGARUH PANDEMI DAN PEMBELAJARAN SECARA DARING TERHADAP PRESTASI MELALUI VARIABEL INTERVENING KEADAAN EKONOMI MAHASISWA UNIVERSITAS SANGGA BUANA YPKP BANDUNG,” Bisnis dan Industri (EBI), vol. 02, no. 02, pp. 11–19, 2020, [Online]. Available: http://jurnal.cic.ac.id/11|
[15] R. Kusumadiningrum, “ANALISIS KUALITAS PELAYANAN UNTUK MENINGKATKAN KEPUASAN PELANGGGAN PADA KANTIN ITN MALANG KAMPUS 1 MENGGUNAKAN METODE SERVICE QUALITY,” Jurnal Mahasiswa Teknik Industri, vol. 3, no. 2, 2020.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Deni Ahmad Taufik, Raden Mohamad Sugengriadi, Renita
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
