Analisis Kepuasan Mahasiswa terhadap Kualitas Pelayanan Pendidikan di Program Studi D-III Ti Fmipa Usu dengan Metode Servqual (Studi Kasus: Mahasiswa Program Studi D-III Ti Fmipa Usu)

Abstract

This study aims to determine the level of student satisfaction on the quality of education services in IT D-III study program FMIPA USU. Population in this study are students of IT D-III study program from class of 2014 until 2016 class wich still active in college. Sampling was done by Stratified Random Sampling technique. Samples are taken as much as 81 respondents. Data were collected by using questionnaires and interviews. The method used to measure the quality of service is a method of service quality with the five dimensions of service characteristics that is tangible, reliability, responsiveness, assurance, and empathy. From the data processing obtained attributes that need to be addressed by the study program to be improved is the comfort of air conditioning facilities / fan in the lecture hall who obtain the highest gap -2.94. Dimensions that need to be addressed by the study program to be improved is the dimension of tangible (physical evidence) that obtain the highest gap is -2.19. Based on the analysis of the data processing shows that the level of student satisfaction on the quality of education servicess in IT D-III courses are included in the category quite satisfied.