Implementasi Metode Importance Performance Analysis untuk Menganalisis Kinerja dan Usulan Peningkatan Pelayanan

Abstract

The purpose of this study is to determine student satisfaction from the importance and performance values in the Mathematics Undergraduate Study Program. The research method used in this study is quantitative. The sample amounted to 85 respondents. The population of this study is active mathematics students 2019-2022. The sampling technique is carried out using the probability sampling method and data collection using questionnaires based on criteria that have been determined by researchers based on data. Data processing analysis is carried out using the Importance Performance Analysis method. Used to map the relationship between importance and performance of each attribute and the gap between performance and expectations of that attribute. So that it can be used as a means of improvement for mathematics majors. Based on this study, results were obtained that showed that it did not meet what was considered important by students and performance was not satisfactory, this was shown from the negative gap value (-) on each attribute of the statement/question. The lowest gap value was -0.21 and the highest gap value was -1.15. Obtained gap value Tangibles dimensions -0.86. Dimension reliability gap value -0.42. Assurance dimension gap value -0.41. The emphaty dimension gap value is -0.34. Responsiveness dimension gap value -0.36. Calculation results The level of conformity between performance and importance is 88%. There are 8 service attributes that fall into the category of performance that are important and must be maintained and there are 3 attributes of the result dimension of physical evidence and reliability that need to be improved. Based on the level of compatibility between student expectations as a whole is still below student expectations.