Assessment of Students' Satisfaction with Higher Education Services: Customer Satisfaction Index Method

Larasati Sukma Nurhidayah, Slamet Slamet

Abstract


Penelitian ini bertujuan untuk mengetahui tingkat kepuasan mahasiswa terhadap fasilitas dan pelayanan di salah satu Universitas Islam Negeri di Jawa Timur. Penelitian ini menggunakan pendekatan kuantitatif deskriptif dengan metode Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa tingkat kepuasan mahasiswa berada pada kategori 62,07% yang artinya cukup puas. Dimensi tangible berkontribusi sebesar 74,40%, dimensi responsiveness sebesar 54,59%, dimensi reliability sebesar 56,96%, dimensi assurance sebesar 61,06%, dan dimensi empathy sebesar 63,34%. Hasil penelitian juga menunjukkan bahwa seluruh data yang diperoleh sifatnya seragam, hal ini berdasarkan hasil uji standar deviasi dimensi tangible nilai standar deviasinya sebesar 7,72, dimensi responsiveness 4,56, dimensi reliabel 5,09, dimensi assurance 7,71, dimensi empathy 4,77. Hasil penelitian ini membuktikan bahwa tingkat respon staf, baik staf akademik maupun staf administrasi kurang responsif terhadap mahasiswa dalam memberikan layanan, sehingga universitas perlu meningkatkan kualitas pelayanannya agar dapat mencapai kepuasan tinggi.

Keywords


Kepuasan Mahasiswa; Customer Satisfaction Index

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References


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DOI: https://doi.org/10.18860/iq.v20i1.23583

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