Pengukuran Kepuasan Pelanggan Terhadap Layanan Bidang Akademik Politeknik Negeri Semarang

Abstract

<p>The purpose of this study was to measure customer satisfaction levels <br />of academic services Semarang State Polytechnic (POLINES) in 2016, for any <br />study program as well as overall POLINES, then compared it with the level of <br />satisfaction in 2012, 2013, 2014 and 2015. Types of academic services measured <br />including services : re-registration ; licensing ; access of exam result; guidance <br />from academic guardian; compensation; scheduling lectures; implementation of <br />semester exam; implementation of field study course and field work service <br />implementation. Academic service determination of the satisfaction attributes <br />level was conducted by testing validity and reliability with Spearmen <br />correlation coefficient and Cronbach's Alpha . Measuring the level of <br />satisfaction of academic services had done by calculating the average level of <br />satisfaction measured directly. Respondents were 440 students from 22<br />programs of study at the Polytechnic of Semarang using purposive sampling. <br />The results of this study are : 1) The level of academic services satisfaction at <br />Semarang State Polytechnic as overall was satisfactory . There were 5 types of <br />academic services available at the satisfactory level, the guidance from <br />academic guardian services, the scheduling lecture services, the <br />implementation of semester exam services, the implementation of field study <br />course, and field work service implementation ; 2) Study Program of Civil <br />Construction Technique at the highest level of satisfaction academic services ( <br />3,80 ), while the Accounting Managerial Study Program at the lowest level of <br />satisfaction (2,98) ; 3) The implementation of field study course services type at <br />the highest level of satisfaction ( 3.71 ) , while the type of exam result access <br />services at the lowest level of satisfaction ( 3.10 ); 4) There were 11 study <br />program which the level of customer satisfaction on academics field services <br />were increasing compared to 2015, namely study program of Informatics and <br />Computer, Telecommunications D4, Civil Engineering, Energy Conservation, <br />Syariah Banking, International Business Management, Bridges and Roads <br />Planning, Building Maintenance and Repairment, Production and Maintenance <br />Engineering, Business Administration D4. At the same time, the academics <br />field services compared to 2015 were Civil Contruction Technique Study <br />Program. 5) The level of customer satisfaction on academic field services in <br />2016 in every type of services were increasing compared to 2015. There were 4 <br />types of services, licensing services, access of exam result services, ; guidance <br />from academic guardian services, implementation of semester exams, The <br />implementation of field study course services; 6) The level of customer <br />satisfaction on academic field services in 2016 in every type of services, there <br />were 2 types services which were the same compared to 2015, re – registration <br />services and scheduling lectures services.<br />Suggestions for improving the quality of academic services Semarang State <br />Polytechnic is as follows : Improving the quality of service priority in access of <br />exam result service</p>