PERANCANGAN SISTEM PENGUKURAN KEPUASAN DOSEN, KARYAWAN, DAN PIMPINAN UNIT TERHADAP LAYANAN UNIT-UNIT DI PERGURUAN TINGGI X

Sari

Perguruan Tinggi X mempunyai Rencana Strategis yang didalamnya terdapat 23 indikator, salah satunya yaitu rata-rata kepuasan stakeholders terhadap layanan unit-unit Perguruan Tinggi X. Perguruan Tinggi X belum mengukur kepuasan Dosen, Karyawan dan Pimpinan Unit karena belum memiliki sistem pengukuran kepuasan. Unit yang dinilai yaitu seluruh Lembaga, Biro, UPT, Fakultas dan Jurusan. Pembuatan alat ukur ini mengacu kepada job description. Rata-rata kepuasan seluruh stakeholders adalah 3,356 dengan menggunakan jumlah skala 5, untuk Rata-rata kepuasan Dosen adalah 3,219, Karyawan adalah 3,271, Pimpinan Fakultas adalah 3,238, Ketua Jurusan adalah 3,186, Pimpinan Unit, Lembaga dan Biro adalah 3,588. Perancangan sistem pengukuran kepuasan terhadap layanan unit-unit berupa buku panduan pengukuran kepuasan dan didalamnya terdapat langkah-langkah pengerjaan pengukuran kepuasan.

Kata Kunci: Kepuasan Pelanggan, SERVQUAL, Perancangan Sistem

 

Abstract

X University had a strategic plan in which there are 23 indicators, one of which is the average satisfaction of stakeholders with the services units Higher Education Universities X. X University had not measure satisfaction Lecturer, Employee and Leadership Unit because it has not had satisfaction measurement system. Unit assessed is the entire Institute, Bureau, Unit, Faculty and Department. Making of this measure refers to the job description. The average satisfaction of all stakeholders is 3.356 by using a scale number 5, for an average satisfaction Lecturers are 3.219, 3.271 employees are, Chairman of the Faculty is 3.238, Chairman of the Department is 3.186, Head of Unit, Institute and Bureau is 3,588. The design of measurement system of satisfaction with service units in form of satisfaction measurement guide book and inside there are steps satisfaction measurement workmanship.

Keywords: Customer satisfaction, SERVQUAL, System Design