Bisri, Mohammad and Dr. Bambang Santoso Haryono,, M.S. and Dr. Lely Indah Mindarti,, M.Si.. (2023) Analisis Pelayanan Akademik dalam Perspektif New Public Service (NPS) Studi Pada Fakultas Vokasi Universitas Brawijaya Malang). Magister thesis, Universitas Brawijaya.
Abstract
Sebagai salah satu Universitas terbaik di Indonesia, Universitas Brawijaya juga tidak lepas dari masalah pelayanan—terutama pelayanan akademik kepada mahasiswa. Sebagai contoh, permasalahan layanan akademik dapat ditemukan di Fakultas Vokasi Universitas Brawijaya. Berdasarkan temuan di lapangan menunjukkan bahwa masih banyak mahasiswa yang mengadu terkait layanan yang diberikan pihak akademik Fakultas Vokasi seperti kurang adanya penjelasan yang tepat dan akurat terkait output layanan yang diberikan. Adanya kasus tersebut maka penting adanya analisis pelayanan akademik yang diberikan oleh bidang akademik Fakultas Vokasi Universitas Brawijaya guna memberikan pelayanan akademik yang optimal (maksimal, efektif dan efisien). Rumusan masalah penelitian menggunakan perspektif NPS sebagai indikator untuk menganalisis pelayanan di bidang akademik Fakultas Vokasi Universitas Brawijaya. Metode penelitian yang digunakan adalah metode kualitatif dengan pendekatan deskriptif. Teknik pengumpulan data menggunakan media wawancara, observasi dan dokumentasi (foto maupun dokumen fisik). Analisis data menggunakan model interaktif Miles, Huberman dan Saldana (2014). Hasil penelitian menunjukkan bahwa kesepuluh indikator NPS: Tangible, Reability, Responsiveness, Competence, Courtessy, Credibility, Security, Access, Communication, dan Understanding Customer belum optimal dengan alasan masih ditemukannya permasalahan seperti sikap pegawai, rasio pegawai, komunikasi pegawai yang masih belum sesuai harapan mahasiswa. Padahal agar tercipta pelayanan yang optimal pihak pegawai akademik dan mahasiswa harus menciptakan rasa tanggung jawab bersama demi menciptakan pelayanan yang ideal.
English Abstract
As one of the best universities in Indonesia, Universitas Brawijaya is also not free from service problems - especially academic services to students. For example, academic service problems can be found at the Faculty of Vocational Studies, Universitas Brawijaya. Based on the findings in the field, the results show that there are still many student complaints related to the services provided by the Faculty of Vocational Studies, such as the lack of precise and accurate explanations regarding the output of the services provided. The existence of these cases makes it important to analisys the academic services provided by the academic field of the Faculty of Vocational Studies to optimal services (maximum, effective and efficient). The formulation of the research problem uses the NPS perspective as an indicator to see the analisys of services in the academic field of the Faculty of Vocational Studies, Universitas Brawijaya. The research method used is a qualitative method with a descriptive approach. Data collection techniques using media interviews, observation and documentation (photos and physical documents). Data analysis used the interactive model of Miles, Huberman and Saldana (2014). The results showed that all ten NPS indicators: Tangible, Reability, Responsiveness, Competence, Courtessy, Credibility, Security, Access, Communication, and Understanding Customer are not yet optimal on the grounds that problems such as employee attitudes, employee ratios, employee communication are still not in accordance with student expectations. Whereas in order to create optimal service, academic staff and students must create a sense of shared responsibility in order to create ideal service.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | 0423030063 |
| Uncontrolled Keywords: | Analisis, Pelayanan akademik, New Public Service |
| Divisions: | S2/S3 > Magister Manajemen Pendidikan Tinggi, Fakultas Ilmu Administrasi |
| Depositing User: | Endang Susworini |
| Date Deposited: | 18 Jan 2024 02:41 |
| Last Modified: | 18 Jan 2024 02:41 |
| URI: | http://repository.ub.ac.id/id/eprint/210898 |
![[thumbnail of DALAM MASA EMBARGO]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text (DALAM MASA EMBARGO)
Mohammad Bisri.pdf Restricted to Registered users only until 31 December 2025. Download (3MB) |
Actions (login required)
 |
View Item |