Analisis Kualitas Pelayanan Tenaga Kependidikan Kepada Mahasiswa di Fakultas Ilmu Sosial Universitas Puangrimaggalatung
DOI:
https://doi.org/10.62383/studi.v3i1.953Keywords:
Academic Services, Education personnel, Higher Education, Quality of service, StudentsAbstract
This study aims to analyze the quality of services provided by education staff to students at the Faculty of Social Sciences, Puangrimaggalatung University by using a qualitative approach, through in-depth interviews and observations, this study explores students' views, experiences, and perceptions of various aspects of services provided by education staff, which include reliability, responsiveness, assurance, empathy, and physical evidence of Student Needs. The data obtained were analyzed with thematic analysis techniques to identify patterns and themes related to service quality. The results of this study show that although the majority of students are satisfied with the services received, there are several challenges that need to be considered, such as when they want to take the signature in question, and the attitude of empathy towards students is not even. This research provides important insights for the faculty to improve the quality of education staff services in order to better meet the needs and expectations of students, thereby creating a better academic experience.
Downloads
References
Bagong, S. (2005). Metode penelitian sosial: Berbagai alternatif pendekatan. Prenada Media Group.
Gaspersz, V. (2002). Total quality management. PT Gramedia Pustaka Utama.
Indrasari, M. (2019). Pemasaran dan kepuasan pelanggan. Unitomo Press.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. In L. L. Berry, G. L. Shostack, & G. Upah (Eds.), Emerging perspectives on services marketing (pp. 65–76). American Marketing Association.
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. In Proceedings of the American Marketing Association Conference on Services Marketing (pp. 65–76). American Marketing Association.
Miles, M. B., & Huberman, A. M. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). Sage Publications.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rosianasfar. (2013). Production & management: Kualitas dan total quality management. http://scm.aurino.com/kualitas-dan-total-quality-management/
Sangadji, E. M., & Sopiah. (2013). Perilaku konsumen: Pendekatan praktis disertai himpunan jurnal penelitian. Andi.
Sugiyono. (2019). Metode penelitian kualitatif, kuantitatif dan R&D. Alfabeta.
Suharto, E. (2017). Membangun masyarakat memberdayakan rakyat. Refika Aditama.
Sunyoto, D. (2012). Konsep dasar riset pemasaran dan perilaku konsumen. CAPS.
Tjiptono, F. (2011). Service management: Mewujudkan layanan prima. Andi.
Tjiptono, F. (2012). Manajemen pemasaran dan analisa perilaku konsumen. BPFE.
Undang-Undang Republik Indonesia Nomor 20 Tahun 2003 tentang Sistem Pendidikan Nasional. (2003).
Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 tentang Pelayanan Publik. (2009).
United Nations Development Programme. (2009). Governance indicators: A users’ guide. UNDP.
United Nations Development Programme. (2009). Governance indicators. https://www.undp.org
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
