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All Journal Journal of Data Analysis
Mahfud Mahfud
Jurusan Teknik Sipil, Politeknik Negeri Balikpapan
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics

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Analisis Kinerja Layanan Perguruan Tinggi Menggunakan Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA) Saiful Ghozi; Aditya Rakhman Rakim; Mahfud Mahfud
Journal of Data Analysis Volume 2, Number 1, June 2019
Publisher : Department of Statistics, Syiah Kuala University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (399.515 KB) | DOI: 10.24815/jda.v2i1.14287

Abstract

Penelitian ini mengukur kinerja kualitas pelayanan yang diberikan Politeknik Negeri Balikpapan melalui persepi kinerja yang dinilai mahasiswanya. Kuisioner berbasis HEdPERF dikembangkan dalam pengambilan data. Dari 369 kuisioner yang diisi responden, hanya 235  yang dinyatakan valid dan dianalisis. Analisis data dilakukan melalui dua analisis, yaitu (1) penghitungan Customer Satisfaction Index (CSI);  dan (2) Importance Performance Analysis (IPA). Nilai CSI yang diperoleh adalah 75, 42% yang masuk kategori puas. Sedangkan pada analisis IPA didapat bahwa 10 indikator berada diposisi kuadran I. Daerah dimana kelemahan terbesar dari kualitas pelayanan, dan membutuhkan perhatian manajerial yang mendesak untuk meningkatkan kinerja kualitas pelayanan.This study measures the performance of service quality provided by Balikpapan State Polytechnic through the perceived performance of students. The HEdPERF-based questionnaire was developed in the collection of data. Only 235 out of 369 completed questionnaires are valid. Data analysis was carried out through two analysis i.e., (1) measurement of Customer Satisfaction Index (CSI), and (2) Importance Performance Analysis (IPA). The CSI value obtained was 75.42% in the satisfied category. Whereas the result of IPA analysis showed that ten indicators were positioned in quadrant I. The indicators were the greatest weakness of service quality, and requiring urgent managerial attention to improve the quality of service performance.
Co-Authors Aditya Rakhman Rakim Saiful Ghozi, Saiful