Evaluasi Kepuasan Mahasiswa Teknik Industri Terhadap Kegiatan Praktikum Dengan Metode Servqual

Abstract

In the face of competition in the field of Education, universities are required to improve the quality of the learning process. The aspects included in the learning process are practicum activities. In the Industrial Engineering study program, there are several core practicums, one of which is the Integrated Industrial Engineering Practicum. This study aims to determine the quality of current PTIT practicum activities by measuring the level of satisfaction of students who take PTIT courses. The method used in measuring student satisfaction in this paper is the Service quality method (SERVQUAL). The SERVQUAL method is a method that pays attention to 5 dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangible. This measurement is carried out to identify student expectations and perceptions from the five dimensions of Service Quality by looking at the gap value that occurs due to the mismatch between student expectations and perceptions. The data processed in this study was questionnaire data from 30 respondents. Before the analysis was carried out, data testing was carried out with validity and reality tests. The results of this study are dimensions that are not in accordance with student expectations, including tangible, assurance, and empathy dimensions, and those that are in accordance with student expectations are dimensions of reliability and responsiveness. Keywords: Practice, SERVQUAL, Students Satisfaction