PENGARUH KINERJA DOSEN DAN KUALITAS LAYANAN TERHADAP KUALITAS PENDIDIKAN DAN KEPUASAN MAHASISWA FAKULTAS TEKNIK UNIVERSITAS MUHAMMADIYAH JAKARTA

DEWI, ARIYA PURNAMASARI (2015) PENGARUH KINERJA DOSEN DAN KUALITAS LAYANAN TERHADAP KUALITAS PENDIDIKAN DAN KEPUASAN MAHASISWA FAKULTAS TEKNIK UNIVERSITAS MUHAMMADIYAH JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

SERVQUAL measurement results conducted at the Faculty of Engineering, University of Muhammadiyah Jakarta, there is still a considerable gap between the expectations of the students on the quality of services rendered primarily responsiveness and assurance dimensions, although WOM (Word of Mouth) intention given to outside parties is very positive. Based on these measurements, carried out this study in order to determine how to influence lecturer abilities and lecturer attitude to lecturer performance in class, the effect of tangible and performance delivery to service quality, the effect of lecturer performance and service quality to quality education, and quality education to student satisfaction. A questionnaire was used as a means of collecting data on student opinion which is processed by using Structural Equation Modelling (SEM) to obtain structural equation models equipped with the path diagram the relationship between variables. The result is the level of influence between variables either partially or simultaneously, as well as the formation of structural equations that can be used for solving problems or improving the quality of service is based on the calculation of the correlation matrix between dimensions. Keywords : Lecturer performance, service quality, quality education, student’s satisfaction Hasil pengukuran SERVQUAL yang dilakukan di Fakultas Teknik Universitas Muhammadiyah Jakarta, masih terdapat kesenjangan yang cukup besar antara harapan mahasiswa terhadap kualitas jasa yang diberikan terutama dimensi responsiveness dan assurance, meskipun WOM (Word of Mouth) intention yang diberikan pada pihak luar sangatlah positif. Berdasarkan pengukuran tersebut, dilakukan penelitian ini dengan tujuan untuk mengetahui bagaimana pengaruh kemampuan dosen (lecturer abilities) dan sikap dosen (lecturer attitude) terhadap kinerja dosen di kelas (lecturer performance), pengaruh fasilitas fisik (tangible) dan cara penyampaian (performance delivery) terhadap kualitas layanan (service quality), pengaruh kinerja dosen (lecturer performance) dan kualitas layanan (service quality) terhadap kualitas pendidikan (quality education), serta pengaruh kualitas pendidikan (quality education) terhadap kepuasan mahasiswa (student satisfaction). Kuesioner digunakan sebagai alat pengumpul data pendapat mahasiswa atas variabel-varibael tersebut, yang kemudian diolah menggunakan Structural Equation Modelling (SEM) untuk mendapatkan persamaan struktural dilengkapi dengan diagram jalur model keterkaitan antar variabel. Hasil yang diperoleh adalah besarnya tingkat pengaruh antar variabel baik secara partial maupun simultan, serta terbentuknya persamaan struktural yang dapat digunakan untuk penyelesaian masalah atau pun peningkatan kualitas layanan berdasarkan perhitungan korelasi matriks antar dimensi. Kata kunci : Kinerja dosen, kualitas layanan, kualitas pendidikan, kepuasan mahasiswa

Item Type:	Thesis (S2)
Call Number CD:	CDT-553-15-090
NIM/NIDN Creators:	55313110013
Uncontrolled Keywords:	Lecturer performance, service quality, quality education, student’s satisfaction Kinerja dosen, kualitas layanan, kualitas pendidikan, kepuasan mahasiswa
Subjects:	600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	Maulana Arif Hidayat
Date Deposited:	18 Jul 2022 05:23
Last Modified:	18 Jul 2022 05:24
URI:	http://repository.mercubuana.ac.id/id/eprint/65379

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