An Analysis Of Measurement Of Student Satisfaction To Quality Service Education Of Diponegoro University Using Of Student Satisfaction Inventory Method (Case Study : Student Technic Faculty UNDIP)

Abstract

College can be categorized as a service industries providing service activities of higher education, where quality of service and product have to give comittment to customer satisfaction orientation. Diponegoro of University as one of PTN which located in Semarang Central Java become research object at this final research about the quality of service education. This research uses Student Satisfaction Inventory method which was developed by Noel Levitz. This method measure service quality based on eleven dimension, there are Academic Advising, Campus Climate, Campus Life, Campus Support Services, Concern for the Individual, Instructional Effectiveness, Recruitment and Financial Aid Effectiveness, Registration Effectiveness, Campus Safety and Security, Service Excellence, dan Student Centredness. Research is done by survey of student satisfaction. The sample are student of Technic Faculty UNDIP which is taken by propotional from 8 study program of Technic Faculty in UNDIP. There are two different score for each item on the survey, the importance score, and the satisfaction score. The assessment of quality service education based on the difference in the importance score and satisfaction score, so called with performace gap score. Result of research show the highest importance score are campus supports service (4.65), the highest satisfaction score is campus climate (3.29) and the highest perfoemance gap is campus support services (1.61). Value of total mean performance gap is 1,44. According to the guidelines provided by Noel Levitz, a performance gap between zero and 1,50 indicates that the institution (UNDIP) is almost meeting students expectation. Looking from the prespective of techic student, result of research show Electro student feel most satisfied to service education given by UNDIP than student from other technic majors. Improving service quality is using Importance Satisfaction Matrix. The result from this research indicates that there are 14 variable from 66 variable need priority improvement. Key word : customer satisfaction orientation, importance score, Importance-Satisfaction Matrix, performance gap, satisfaction score and Student Satisfaction Inventory