KEPUASAN PELANGGAN (MAHASISWA) DALAM PELAYANAN PENDIDIKAN SEBAGAI PERBAIKAN MUTU BERKELANJUTAN DALAM PENDIDIKAN TINGGI (Studi Kasus di Universitas Widyatama)
Hayati, Neuneung Ratna
Muchlis, Tanti Irawati
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Big challenge to every organization is to find breakthrough to achieve consistent customer and stakeholder satisfaction in order to maintain a sustainable organization. Customer satisfaction is measure by comparing the customer’s perception of actual services received to the customer’s expectation of the services. Customer satisfaction measurement conducted to find out the satisfaction level to the Widyatama University services. One of the requirements of ISO 9001:2000 is the obligation of management to regularly monitor and evaluate stakeholder perception to the products and services as the key to create sustainability. Since 2005 Widyatama University has used Student’s Satisfaction Inventory, adapted from quality of service measurement methods developed by USA Group, Noel Levitz. The method uses importance level, satisfaction level, and gap between importance and satisfaction. The result is used to analyze in determining improvement priority using importance-satisfaction matrix. Convenience sampling techniques is used in questionnaire distribution including active students from all faculties so the result will reflect performance of University services.
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