Analisis Tingkat Kepuasan Mahasiswa Terhadap Kualitas Layanan Akademik di Fakultas Ekonomi dan Bisnis Islam IAIN Samarinda
Keywords:
Satisfaction, Academic services, Educational institutions, Students.
Abstract
This study aims to describe the analysis of the level of student satisfaction with service quality at the Faculty of Economics and Islamic Business, IAIN Samarinda. This research was conducted by distributing questionnaires to 120 students of class 2017 Islamic Economics Department, Faculty of Economics and Islamic Business, IAIN Smarinda, in order to obtain primary data, namely direct information from respondents about what they felt was satisfaction in getting services at the Department of Economics, FEBI IAIN Samarinda. The questionnaire in this study was taken randomly and divided into 5 aspects of customer satisfaction, namely tangible, reliability, responsibility, assurance, empathy and information system aspects. The findings in this evaluation study indicated that the tangible aspect was felt satisfied by the majority of students. Likewise, the aspects of reliability, responsibility, assurance, empathy, and information system were felt satisfied by the majority of students. Even so, there are several aspects of each variable that need to be improved because there are many students who feel dissatisfied and even dissatisfied with the services provided.
References
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Subagiyo, Rokhmat, and M. Aqim Adlan. “Pengaruh Service Quality, Marketing Mix Dan Kepuasan Mahasiswa Terhadap Customer Loyalty.” Jurnal Ekonomi Modernisasi 13, no. 1 (February 9, 2017): 1–15. https://doi.org/10.21067/jem.v13i1.1567.
Taman, Abdullah, Sukirno Sukirno, Annisa Ratna Sari, Ngadirin Setiawan, and Adeng Pustikaningsih. “ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA PADA FAKULTAS EKONOMI UNIVERSITAS NEGERI YOGYAKARTA.” Nominal: Barometer Riset Akuntansi Dan Manajemen 2, no. 1 (April 1, 2013): 99–111. https://doi.org/10.21831/nominal.v2i1.1651.
Widawati, Etty, and Siswohadi. “ANALISIS TENTANG KEPUASAN MAHASISWA TERHADAP PELAYANAN AKADEMIK DAN PELAYANAN ADMINISTRASI.” Jurnal Mitra Manajemen 4, no. 10 (October 28, 2020): 1500–1513.
Widyaningsih, Ika Utami, and H. Djasuro Suryo. “Indeks Kepuasan Mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Sultan Ageng Tirtayasa.” Jurnal Ilmiah Poli Bisnis, December 24, 2020, 86–97. https://doi.org/10.30630/jipb.12.2.460.
Albetris, Albetris, and Fadil Iskandar. “Analisis Pelayanan Terhadap Tingkat Kepuasan Mahasiswa Fakultas Ekonomi Universitas Batanghari Jambi (Studi Pada Laboratorium Statistik Fakultas Ekonomi Universitas Batanghari Jambi).” Eksis: Jurnal Ilmiah Ekonomi Dan Bisnis 11, no. 2 (November 19, 2020): 85–89. https://doi.org/10.33087/eksis.v11i2.198.
Hamza, Nizar Subqi. “Pengaruh Kualitas Pelayanan Akademik Terhadap Kepuasan Mahasiswa (Studi Pada Biro Administrasi Akademik dan Kerjasama Universitas Islam Malang),” January 30, 2021. http://repository.unisma.ac.id/handle/123456789/1595.
Hasan, Yetri. “Analisis Tingkat Kepuasan Mahasiswa terhadap Kualitas Jasa (Pelayanan) Akademik Fakultas Tarbiyah dan Keguruan IAIN Raden Intan Lampung.” Al-Idarah : Jurnal Kependidikan Islam 8, no. 2 (2018): 186–98. https://doi.org/10.24042/alidarah.v8i2.3123.
Indrajit, Indrajit. “ANALISA TINGKAT KEPUASAN MAHASISWA TERHADAP KUALITAS PELAYANAN DI PERGURUAN TINGGI: STUDI KASUS UNIVERSITAS SWASTA DI MINAHASA UTARA.” Klabat Journal of Management 1, no. 1 (February 28, 2020): 55–65. https://doi.org/10.31154/kjm.v1i1.449.55-65.
Kanori, E. N., G. Kimani, and J. Kalai. “Service Tangibility, Teaching and Learning, and Students’ Satisfaction at the University Of Nairobi, Kenya,” 2020. http://erepository.uonbi.ac.ke/handle/11295/154758.
Kotler, Philip. Marketing Management. New Jersey: Prentice-Hall, 2003.
Muhsin, S. Martono, Ahmad Nurkhin, Hengky Pramusinto, Nely Afsari, and Ahmad Fadhly Arham. “The Relationship of Good University Governance and Student Satisfaction.” International Journal of Higher Education 9, no. 1 (2020): 1–10.
Mulyono, Hardi, Arief Hadian, Nelvitia Purba, and Rudy Pramono. “Effect of Service Quality Toward Student Satisfaction and Loyalty in Higher Education.” The Journal of Asian Finance, Economics and Business 7, no. 10 (2020): 929–38. https://doi.org/10.13106/jafeb.2020.vol7.no10.929.
Nugroho, Novianto Eko. “Academic Service Quality Of Student Loyalty With Student Satisfaction As Intervening Variables In PTS X.” Jurnal Akuntansi, Manajemen Dan Ekonomi 21, no. 4 (February 20, 2020). https://doi.org/10.32424/1.jame.2019.21.4.2318.
Nursaid, Sapta Hadi Purnomo, and Nurul Qomariah. “The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students,” 156–61. Atlantis Press, 2020. https://doi.org/10.2991/assehr.k.200529.033.
Rahman, S. M. Mahbubur, Md Shahin Mia, Ferdoushi Ahmed, Sutonya Thongrak, and Sirirat Kiatpathomchai. “Assessing Students’ Satisfaction in Public Universities in Bangladesh: An Empirical Study.” The Journal of Asian Finance, Economics and Business 7, no. 8 (2020): 323–32. https://doi.org/10.13106/jafeb.2020.vol7.no8.323.
Rahmawati, Diana. “ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN MAHASISWA.” Jurnal Economia 9, no. 1 (April 27, 2013): 52–65. https://doi.org/10.21831/economia.v9i1.1376.
Rinala, I. Nyoman, M. Pd Prof. Dr. I Made Yudana, and M. Pd Prof. Dr. I Nyoman Natajaya. “PENGARUH KUALITAS PELAYANAN AKADEMIK TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA PADA SEKOLAH TINGGI PARIWISATA NUSA DUA BALI.” Jurnal Administrasi Pendidikan Indonesia 4, no. 1 (September 16, 2013). https://doi.org/10.23887/japi.v4i1.916.
Santos, Gina, Carla Susana Marques, Elsa Justino, and Luís Mendes. “Understanding Social Responsibility’s Influence on Service Quality and Student Satisfaction in Higher Education.” Journal of Cleaner Production 256 (May 20, 2020): 120597. https://doi.org/10.1016/j.jclepro.2020.120597.
Sianturi, Ronda Deli. “Analisis Kepuasan Mahasiswa Terhadap Kualitas Pelayanan Dan Fasilitas Pelayanan Kemahasiswaan Di STMIK Budi Darma.” Journal of Business and Economics Research (JBE) 1, no. 2 (May 25, 2020): 57–61.
Siddik, Muhammad, Hendri Hendri, Ramalia Noratama Putri, Yenny Desnelita, and Gustientiedina Gustientiedina. “Klasifikasi Kepuasan Mahasiswa Terhadap Pelayanan Perguruan Tinggi Menggunakan Algoritma Naïve Bayes.” INTECOMS: Journal of Information Technology and Computer Science 3, no. 2 (November 19, 2020): 162–66. https://doi.org/10.31539/intecoms.v3i2.1654.
Sinurat, Haris, and Dede Purwana. “Evaluasi Tingkat Kepuasan Mahasiswa terhadap Pelayanan STIE MAIJI.” Indonesian Management and Economics Journal 1, no. 1 (2020): 70–80.
Subagiyo, Rokhmat, and M. Aqim Adlan. “Pengaruh Service Quality, Marketing Mix Dan Kepuasan Mahasiswa Terhadap Customer Loyalty.” Jurnal Ekonomi Modernisasi 13, no. 1 (February 9, 2017): 1–15. https://doi.org/10.21067/jem.v13i1.1567.
Taman, Abdullah, Sukirno Sukirno, Annisa Ratna Sari, Ngadirin Setiawan, and Adeng Pustikaningsih. “ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA PADA FAKULTAS EKONOMI UNIVERSITAS NEGERI YOGYAKARTA.” Nominal: Barometer Riset Akuntansi Dan Manajemen 2, no. 1 (April 1, 2013): 99–111. https://doi.org/10.21831/nominal.v2i1.1651.
Widawati, Etty, and Siswohadi. “ANALISIS TENTANG KEPUASAN MAHASISWA TERHADAP PELAYANAN AKADEMIK DAN PELAYANAN ADMINISTRASI.” Jurnal Mitra Manajemen 4, no. 10 (October 28, 2020): 1500–1513.
Widyaningsih, Ika Utami, and H. Djasuro Suryo. “Indeks Kepuasan Mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Sultan Ageng Tirtayasa.” Jurnal Ilmiah Poli Bisnis, December 24, 2020, 86–97. https://doi.org/10.30630/jipb.12.2.460.
Published
2021-06-09
How to Cite
Komariah, K., & Tikawati, T. (2021). Analisis Tingkat Kepuasan Mahasiswa Terhadap Kualitas Layanan Akademik di Fakultas Ekonomi dan Bisnis Islam IAIN Samarinda. El-Buhuth: Borneo Journal of Islamic Studies, 3(2), 109-130. https://doi.org/10.21093/el-buhuth.v3i2.3235
Section
Articles
