Indeks Kepuasan Mahasiswa terhadap Pelayanan Program Studi Pendidikan Matematika

Yoga Budi Bhakti(1*), Eva Yuni Rahmawati(2)

(1) Universitas Indraprasta PGRI
(2) Universitas Indraprasta PGRI
(*) Corresponding Author

Abstract


This study aims to determine the level of satisfaction of mathematics education students to the service of the study program. This research is a qualitative descriptive research. Subjects in this study are active students of mathematics education courses semester academic year 2016/2017. Aspects reviewed to find out the satisfaction of the service of mathematics education program based on five dimensions of responsiveness, reliability, empathy, assurance, and tangibles. The results showed, in general of the five dimensions, the satisfaction of students of mathematics education to service study program in terms of five dimensions feel quite satisfied.

Keywords


Satisfaction; Student College; Mathematics Education

Full Text:

PDF

References


Arief, M. 2007. Pemasaran Jasa dan Kualitas Pelayanan, Bagaimana Mengelola Kualitas Pelayanan Agar Memuaskan Pelanggan. Malang: Bayumedia.

Hayati, N. 2007. Kepuasan Pelanggan (Mahasiswa) dalam Pelayanan Pendidikan Sebagai Perbaikan Mutu Berkelanjutan dalam Perguruan Tinggi (Studi Kasus di Universitas Widyatama). Universitas Widyatama, Bandung.

Hekarchizadeh, A. 2011. SERVQUAL in Malaysian Universities: perspectives of international students. Business Process Management Journal, 17 (1).

Irawan, H. 2003. Indonesian Customer Satisfaction: Membedah Strategi Kepuasan Pelanggan Merek Pemenang ICSA. Jakarta: Gramedia Pustaka Utama.

Javadi, M. 2011. Quality Assessment for Academic Services in University of Isfahan According to the Students’ Opinion Using SERVQUAL Model. Interdisciplinary Journal of Contemporary Research in Business, 3 (4).

Kotler, Philip. 2005. Manajemen Pemasaran Edisi Bahasa Indonesia Jilid I. Jakarta: PT Prenhallindo.

Marcel, Davidson, 2003. Service Quality in Concept and Theory. USA: American Press.

Minor, M. 2002. Perilaku Konsumen. Jakarta: Erlangga.

Muin, Rahmawati. Analisis Tingkat Kepuasan Mahasiswa Terhadap Pelayanan Kampus. Jurnal ASSETS, 4 (1).

Nasution, MN. 2001. Manajemen Mutu Terpadu. Jakarta: Ghalia Indonesia.

Nilakusmawati, DPE. 2008. Faktor-Faktor penentu kepuasan mahasiswa terhadap pelayanan fakultas sebagai lembaga pendidikan (Studi Kasus di FMIPA, Universitas Udayana). Cakrawala Pendidikan, 27 (3).

Parasuraman, Zeithaml, and Berry. 1988. Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1).

Siswoyo, Dwi dkk. 2007. Ilmu Pendidikan. Yogyakarta: UNY Press.

Sukanti. 2009. Analisis Kepuasan mahasiswa Program Studi Pendidikan Akuntasi FISE UNY. Jurnal Pendidikan Akuntasi Indonesia, 8 (1).

Sumarwan, U. 2011. Riset Pemasaran dan Konsumen. Bogor: IPB Press.

Tjiptono, F. 2008. Manajemen Jasa. Yogyakarta: ANDI.

Tjiptono. 2012. Service Management: Mewujudkan Layanan Prima. Yogyakarta: ANDI.

Wijatno, S. 2009. Pengelolaan Perguruan Tinggi Secara Efisien, Efektif, dan Ekonomis (Untuk Meningkatkan Mutu Penyelenggaraan Pendidikan dan Mutu Lulusan). Jakarta: Salemba Empat.




DOI: http://dx.doi.org/10.30998/formatif.v7i3.2238

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Formatif: Jurnal Ilmiah Pendidikan MIPA

Publisher:
Institute for Research and Community Services
(LPPM) Universitas Indraprasta PGRI
Kampus A Building 3, 2nd Floor | Jl. Nangka No. 58 C (TB. Simatupang), Kel. Tanjung Barat, Kec. Jagakarsa, Jakarta Selatan 12530, Jakarta, Indonesia. 


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

View My Stats