ANALISIS KUALITAS PELAYANAN AKADEMIK DAN KEPUASAN MAHASISWA DI IPDN KAMPUS JAKARTA
Higher Education is an educational institution that is required to provide the best service
in accordance with the needs and desires of the students. One of the quality of education
can be seen from the quality of teaching staff and education in providing academic services.
With the quality of education and good educational services, student satisfaction
is achieved. In fact, universities still have some problems that cause dissatisfaction for
students. This problem rests on aspects of academic administration services as well as
facilities and infrastructure that are deemed not yet fully adequate.
Academic service problems that are often faced by students include unclear trusteeship
schedules, inconsistent lecture schedules, busy lecturer lectures, late announcement of
exam scores, lack of transparency in the value of lectures, and difficulty in contacting
certain lecturers in conducting thesis preparation guidance. Based on the description
above, it is necessary to conduct research on the quality of education services in an effort
to increase student satisfaction in higher education.
This type of research is descriptive with a quantitative approach with a research locus
in the Human Resource Management Study Program, Faculty of Government Management,
IPDN Jakarta Campus. The research was conducted using a survey method with
the population of respondents was students (Wasana Praja) class XXV totaling 36 people.
The technique used is a nonprobability sampling technique with sampling purposive
sampling. Data collection techniques using questionnaires and documentation. The results
of the research show that the dimensions of Reliability and Responsiveness obtain
the lowest percentage value (71.35%), followed by Assurance dimensions of 73.13%,
and Emphaty of 73.74%, while the highest score is Tangible dimension of 81.25%.
Keywords: service, satisfaction