Pelayanan administrasi akademik terhadap kepuasan mahasiswa di Fakultas Tarbiyah dan Keguruan Unisba Bandung, 2019

Heri, Deden (2019) Pelayanan administrasi akademik terhadap kepuasan mahasiswa di Fakultas Tarbiyah dan Keguruan Unisba Bandung, 2019. Masters thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

INDONESIA: Penelitian ini dilatar belakangi dengan adanya masih rendahnya mutu pelayanan administrasi akademik yang dirasakan oleh mahasiswa seperti permasalahan pengaturan jadwal kuliah yang sering bertabrakan baik dosennya maupun ruangannya, sering terjadi ketidaksesuaian pilihan mata kuliah antara KRS online dan kesediaan dosen pengajar, komputer akses siakad yang kurang memadai serta tidak adanya ruang tunggu yang memadai, tanpa ada fasilitas pendukung seperti koran dan sejenisnya. Penelitian ini bertujuan untuk mengetahui pelayanan administrasi akademik terhadap kepuasan mahasiswa subbag pendidikan FTK UNISBA berdasarkan aspek keberwujudan (Tangibles), aspek daya tanggap (Responsiveness), aspek kehandalan (Reliability), aspek empati (Emphaty), dan aspek keyakinan (Assurance). Teori yang dipakai dalam penelitian ini menggunakan pendekatan pengukuran kepuasan menurut Philip Kotler yang terdiri dari aspek Keandalan (Reliability), Ketanggapan (Responsiveness), Keyakinan (Assurance), Empati (Emphaty), dan Keberwujudan (Tangibles). Penelitian ini adalah penelitian deskriptif dengan pendekatan kuantitatif. Populasi penelitian ini adalah mahasiswa angkatan tahun 2015-2018 FTK UNISBA sebanyak 3406. Teknik pengambilan sampel dilakukan secara propotionate stratified random sampling. Ukuran sampel sebanyak 100 orang. Teknik pengumpulan data menggunakan skala sikap. Teknik analisis data menggunakan uji kecenderungan dan persentase distribusi frekuensi tiap aspek kepuasan. Hasil Penelitian ini menunjukkan: 1) Kepuasan Mahasiswa berdasarkan aspek Tangibles secara umum memiliki nilai sebesar 75%, 2) Kepuasan Mahasiswa berdasarkan aspek Responsiveness secara umum memiliki nilai sebesar 71%, 3) Kepuasan Mahasiswa berdasarkan aspek Realibility secara umum memiliki nilai sebesar 70%, 4) Kepuasan Mahasiswa berdasarkan aspek Empathy secara umum memiliki nilai sebesar 72%, 5) Kepuasan Mahasiswa berdasarkan aspek Assurance secara umum memiliki nilai sebesar 73%. ENGLISH: This research is motivated by the still low quality of academic administrative services felt by students such as the problem of arranging lecture schedules that often collide both lecturers and their rooms, often there is a mismatch of choice of courses between KRS online and the willingness of teaching lecturers, inadequate computer access access and insufficient access to lecturers and lack of adequate waiting rooms, without supporting facilities such as newspapers and the like. This study aims to determine the academic administrative services to the satisfaction of students of the UNISBA FTK education sub-division based on aspects of Tangibles, Responsiveness, Reliability, Empathy, and Empathy, and Assurance. The theory used in this study uses the satisfaction measurement approach according to Philip Kotler which consists of aspects of Reliability, Responsiveness, Assurance, Empathy, and Tangibles. This research is a descriptive study with a quantitative approach. The population of this research is the students of class of 2015-2018 FTK UNISBA as many as 3406. The sampling technique was carried out by propotionate stratified random sampling. The sample size of 100 people. Data collection techniques using attitude scale. The data analysis technique was using trend test and percentage of frequency distribution for each aspect of satisfaction. The results of this study indicate: 1) Student Satisfaction based on Tangibles aspects in general has a value of 75%, 2) Student Satisfaction based on Responsiveness aspects in general has a value of 71%, 3) Student Satisfaction based on Realibility aspects generally has a value of 70%, 4) Student Satisfaction based on Empathy aspects in general has a value of 72%, 5) Student Satisfaction based on Assurance aspects in general has a value of 73%.

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