PROFIL KUALITAS LAYANAN JASA PENDIDIKAN TINGGI PERGURUAN TINGGI SWASTA DI JAKARTA

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Heni Mularsih
Lerbin Aritonang

Abstract

Penelitian ini bertujuan mengetahui gambaran kualitas pelayanan pada pendidikan tinggi swata di Jakarta. Penelitian dilakukan pada perguruan tinggi swasta (PTS) yang tergabung pada Kopertis Wilayah III. Instrumen pengumpulan data dengan cara penyebaran kuesioner. Materi kuesioner dikembangkan dari lima dimensi kualitas pelayanan pada SERVQUAL (Service Quality) yang dikembangkan oleh Parasuraman, Zeithaml dan Berry atau disingkat PZB (1985, 1988, 1991, 1994). Validasi instrumen yang digunakan yaitu validitas isi (untuk mencocokkan pernyataan angket dengan 5 dimensi SERQUAL). Validasi isi dilakukan oleh pakar. Revisi instrumen hasil validasi pakar kemudian diuji validitas dan reliabilitas menggunakan SPSS. Sampel dipilih secara Convenience sebanyak 5  PTS di Jakarta Barat. Sampel dalam penelitian ini  mahasiswa sebagai pengguna jasa. Teknik analisis data dengan menggunakan analisis statistik deskriptif. Hasil penelitian menunjukkan bahwa gambaran pelayanan jasa pendidikan tinggi, baik  dari 5 perguruan tinggi yang menjadi sampel, maupun dari lima dimensi pengukuran termasuk dalam kategori “cukup” sehingga  pelayanan jasa masih perlu untuk ditingkatkan.

 

Kata kunci: Instrumen, Kualitas pelayanan, Pendidikan tinggi

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References

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