Analisis Kualitas Pelayanan Akademik Terkait Perkuliahan dan Bimbingan Skripsi di Fakultas Ilmu Sosial dan Ilmu Politik Universitas Diponegoro

Abstract

As a service institution engaged in the field of education Diponegoro University especially Faculty of Social and Politic Sciences still have obstacles in its service to the students. Not infrequently also found constraints that make the students were disappointed with the academic services related to lecture and thesis guidance causing complaints from students. To respond about that, this target of research is to know about quality of academic services related the lectures and thesis guidance at the Faculty of Politic and Social Sciences Diponegro University. The theory used in this research using 5 main dimensions of service quality, according to Zeithaml, Berry, and Parasuraman cited by Tjiptono (2006:70) that is : tangibles, reliability, responsiveness, assurance, and empathy. This research uses the method descriptive quantitative with instrument data the questionnaire. Techniques use in this research was Proportionate Stratified Random Sampling from 89 respondents of Social and Political Sciences Faculty students generation 2013 and 2014. The results showed that the overall quality of academic services related the lectures show: reliability 80%, responsiveness 64%, assurance 73%, empathy77.5%, tangibles 50,6%, and overall quality of academic services related thesis guidance, show: reliability 55,1%, responsiveness 51,7%, assurance 64%, empathy 58,4% tangibles 62.9%.The percentage of data from the research indicates that the quality of academic services related to lectures and thesis guidance in Faculty of Politic and Social Sciences, in terms of reliability, responsiveness, assurance, empathy and tangibles, all show high quality, so that the services provided by lecturers are related to lectures and thesis guidance in Social and Political Sciensces Faculty from the side assessed by respondents can be said good.But for the indicator of responsiveness still needs to be improved again because it is the indicator with the lowest percentage.