Dahlan, Ilham Achwani and Ir. Nasir Widha Setyanto, ST, MT, IPM., ASEAN Eng. and Ir. Rahmi Yuniarti, ST, MT., IPM. (2022) Analisis Tingkat Kepuasan Mahasiswa Pada Pelayanan Ruang Baca Teknik Industri Dengan Metode Service Quality dan Importance Performance Analysis. Sarjana thesis, Universitas Brawijaya.
Abstract
Jurusan Teknik Industri merupakan salah satu jurusan di Fakultas Teknik dengan mahasiswa aktif sebanyak 836 mahasiswa pada ajaran tahun 2019-2020. Dari banyaknya jumlah mahasiswa tersebut, pihak Jurusan Teknik Industri harus memperhatikan pelayanan untuk kebutuhan mahasiswa. Namun di tahun 2020 virus covid-19 masuk ke negara Indonesia, sehingga terjadi pandemi yang berdampak pada berbagai aktivitas layanan kampus. Salah satu pelayanan tersebut yaitu Ruang Baca Teknik Industri (RBTI). RBTI merupakan salah satu pelayanan yang ada di Teknik Industri Universitas Brawijaya yang menyediakan berbagai macam buku, jurnal, hingga penelitian mahasiswa untuk dijadikan sumber bacaan mahasiswa Teknik Industri. Untuk meningkatkan kualitas pelayanan, pihak RBTI harus terus mengawasi pelayanan yang diberikan. Pihak RBTI sampai saat ini dapat dikatakan belum sepenuhnya mengevaluasi kinerja pelayanan. Hal tersebut sedikit banyak mempengaruhi kepuasan mahasiswa terhadap pelayanan RBTI. Sehingga perlu dilakukan pengukuran kualitas pelayanan RBTI pada dua kondisi yang berbeda yaitu pada saat kondisi sebelum pandemi dan saat pandemi. Analisis yang digunakan dalam penelitian ini adalah Service Quality untuk mengukur kualitas suatu layanan dan dapat mengidentifikasi penyebab dari permasalahan tersebut, selanjutnya Gap analysis dilakukan terhadap atribut pelayanan yang sudah dikategorikan ke dalam 5 dimensi yaitu reliability, responsiveness, assurance, emphaty, tangibles dan dilakukan pengujian Importance Performance Analysis untuk mengetahui atribut apa saja yang menjadi prioritas perbaikan kualitas pelayanan Ruang Baca. Pada penelitian ini pengumpulan data dilakukan melalui teknik komunikasi dengan menggunakan kuesioner, Kuesioner diberikan kepada mahasiswa Teknik Industri Angkatan 2019 keatas yang masih aktif dikarenakan mahasiswa tersebut pernah merasakan fasilitas Ruang Baca Teknik Industri sebelum dan saat pandemi.
English Abstract
The Department of Industrial Engineering is one of the majors in the Faculty of Engineering with 836 active students in the 2019-2020 academic year. From the large number of students, the Department of Industrial Engineering must pay attention to services for student needs. However, in 2020 the COVID-19 virus entered Indonesia, resulting in a pandemic that had an impact on various campus service activities. One of these services is the Industrial Engineering Reading Room (RBTI). RBTI is one of the services in Industrial Engineering Universitas Brawijaya which provides various kinds of books, journals, to student research to be used as reading sources for Industrial Engineering students. To improve the quality of service, the RBTI must continue to monitor the services provided. So far, it can be said that RBTI has not fully evaluated service performance. This has more or less affected student satisfaction with RBTI services. So it is necessary to measure the quality of RBTI services in two different conditions, namely during conditions before the pandemic and during the pandemic. The analysis used in this study is Service Quality to measure the quality of a service and can identify the causes of these problems, then a gap analysis is carried out on service attributes that have been categorized into 5 dimensions, namely reliability, responsiveness, assurance, empathy, tangibles and carried out Importance testing. Performance Analysis to find out what attributes are priorities for improving the quality of Reading Room services. In this study, data collection was carried out through communication techniques using questionnaires. Questionnaires were given to students of Industrial Engineering Class of 2019 and above who were still active because these students had experienced Industrial Engineering Reading Room facilities before and during the pandemic.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0521070360 |
| Uncontrolled Keywords: | Service Quality, Importance Performance Analysis, Ruang Baca Teknik Industri, Kepuasan Mahasiswa, Kualitas Pelayanan, Service Quality, Importance Performance Analysis, Reading Room services, Students Satisfaction. |
| Subjects: | 600 Technology (Applied sciences) > 670 Manufacturing |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Zainul Mustofa |
| Date Deposited: | 13 Oct 2022 03:44 |
| Last Modified: | 13 Oct 2022 03:46 |
| URI: | http://repository.ub.ac.id/id/eprint/195631 |
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