ANALISIS KUALITAS PELAYANAN ADMINISTRASI DI FAKULTAS ILMU KOMPUTER UNIVERSITAS SRIWIJAYA MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY)
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Institusion
Universitas Sriwijaya
Author
FAKHRI, KARISA ANJANI
Ibrahim, Ali
Ibrahim, Ali
Subject
T1-995 Technology (General)
Datestamp
2023-05-25 02:14:40
Abstract :
Higher education institutions such as Sriwijaya University, precisely in the Faculty of Computer Science, should be able to guarantee student satisfaction, not only in the teaching and learning process but also in administrative services. Even though some aspects have been computerized and online, some manual services are still needed, such as legalization, correspondence. However, based on the results of observations and interviews with several students, it was found that students still complained about the services provided by administrative staff. One method that is widely used to measure service quality is the Servqual (Service Quality) method. The concept of the Servqual method is to assess and analyze each assessment variable to determine whether there is a gap between the expected service and the perceived service. Failure in student services is caused by a gap between consumer expectations and the reality of the services received. Service quality consists of five dimensions: reliability, assurance, empathy, responsiveness, and tangibles. Based on the results of calculations using the service quality method for all attributes, it can be seen that students are not satisfied with the services provided by the administration at the Faculty of Computer Science, Sriwijaya University. The average perceived score is 3.98, and the average score of student expectations is 4.47, so the gap between perceptions and expectations is -0.49, which indicates that customers are not satisfied with the services provided by the administration of the Faculty of Computer Science at Sriwijaya University.
Higher education institutions such as Sriwijaya University, precisely in the Faculty of Computer Science, should be able to guarantee student satisfaction, not only in the teaching and learning process but also in administrative services. Even though some aspects have been computerized and online, some manual services are still needed, such as legalization, correspondence. However, based on the results of observations and interviews with several students, it was found that students still complained about the services provided by administrative staff. One method that is widely used to measure service quality is the Servqual (Service Quality) method. The concept of the Servqual method is to assess and analyze each assessment variable to determine whether there is a gap between the expected service and the perceived service. Failure in student services is caused by a gap between consumer expectations and the reality of the services received. Service quality consists of five dimensions: reliability, assurance, empathy, responsiveness, and tangibles. Based on the results of calculations using the service quality method for all attributes, it can be seen that students are not satisfied with the services provided by the administration at the Faculty of Computer Science, Sriwijaya University. The average perceived score is 3.98, and the average score of student expectations is 4.47, so the gap between perceptions and expectations is -0.49, which indicates that customers are not satisfied with the services provided by the administration of the Faculty of Computer Science at Sriwijaya University.
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