Abstract
This study aims to determine students' perceptions of the quality of academic services during the Covid-19 pandemic at the Faculty of Economics, Teuku Umar University. To measure the quality of service, researchers used a descriptive method. Assessment of service quality is reflected in students' perceptions based on five dimensions of service quality evaluation according to Kotler (2007), namely the dimensions of reliability, responsiveness, assurance, empathy and tangible dimensions. The population used in this study were all students of the UTU Faculty of Economics consisting of three study programs, namely Development Economics, Management, and Accounting. The sampling technique was proportional simple random sampling with a sample size of 15 percent of the total population. The sampling technique uses an online questionnaire. The reliability test used the Cronbach Alpha correlation formula, while the data analysis used descriptive statistics with the SPSS application. The results obtained from the analysis of each of the variables of reliability, assurance, empathy and tangible during the Covic-19 pandemic as a whole the respondents perceived it was good, but for the responsiveness dimension, there were four items in sufficient value for the other three items, the responsiveness dimension was the same as four. Another dimension where students perceive the quality of academic services at the Faculty of Economics, Teuku Umar University during the Covid-19 pandemic is good. Keywords: service quality, student perceptions
Highlights
ABSTRAK Penelitian ini bertujuan untuk mengetahui persepsi mahasiswa terhadap kualitas pelayanan Akademik pada masa pandemi covid-19 di Fakultas Ekonomi Universitas Teuku Umar
This study aims to determine students' perceptions of the quality of academic services during the Covid-19 pandemic at the Faculty of Economics, Teuku Umar University
Setelah melakukan pengolahan dan analisa data dari responden maka dapat digambarkan bahwa persepsi mahasiswa terhadap kualitas pelayan akademik masa pandemi covid-19 dinilai sudah dikategorikan baik namun yang masih dirasakan cukup adalah pada empat bentuk pelayanan dari dimensi responsiveness yakni dalam hal uraian pelayanan ketanggapan petugas dalam memberikan pelayanan administrasi,menerima dan menjawab permasalahan (Keluhan) mahasiswa seta memberikan respon positif setiap pengaduan mahasiswa dan tanggap terhadap kebutuhan/keperluan prasarana perkuliahan.berdasarkan hasil tersebut guna peningkatan kulitas pelayanan akademik Fakultas Ekonomi Universitas Teuku Umar kepada pihak terkait dapat melakukan berbagai putusan kebijkan seperti penambahan jumlah personel petugas akademik terutama pada bagian yang berhungan langsung dengan administrasi mahasiswa,mengadakan pelatihan dan pengembangan lebih lanjut untuk sistem pengelolaan keluhan masiswa yang cepat,tepat sesuai dengan kebutuhan sehingga brand image Fakultas Ekonomi Universitas Teuku Umar dari kategori baik menjadi sangat baik artinya mewujudkan kualitas pelayanan prima sebagai pusat model sistem pelayanan akademik terbaik pada lingkup internal Universitas tercapai
Summary
Responden dari masing-masing populasi dilakukan secara acak atau random. Pengumpulan data dilakukan dengan melibatkan mahasiswa dalam hal menyebarkan kuesioner yang di edarkan secara online kepada responden.Selanjutnya pengolahan data dilakukan menggunakan bantuan SPSS. Analisis Statistik Deskriptif Gambaran persepsi responden terhadap pertanyaan masing-masing dimensi kulalitas pelayanan dalam penelitian ini menggunakan analisis deskriptif yang dapat dijelaskan sebagai berikut: Penjelasan Jawaban Responden Terhadap Dimensi Reliability
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