ANALISIS DAN TINDAK LANJUT TINGKAT KEPUASAN MAHASISWA PENDIDIKAN FISIKA TERHADAP KUALITAS PELAYANAN LABORATORIUM FISIKA
DOI:
https://doi.org/10.31571/saintek.v6i1.488Abstract
Penelitian bertujuan untuk mengetahui tingkat kepuasan mahasiswa pendidikan fisika terhadap kualitas pelayanan laboratorium fisika, faktor-faktor yang perlu ditingkatkan untuk meningkatkan kualitas pelayanan laboratorium fisika, dan tindak lanjut terhadap peningkatan kualitas pelayanan laboratorium fisika. Pendekatan yang digunakan dalam penelitian adalah kuantitatif dengan jenis penelitian survei dan tindak lanjut. Penelitian dilaksanakan di IKIP PGRI Pontianak pada mahasiswa Prodi Pendidikan Fisika yang berjumlah 93 mahasiswa. Hasil penelitian menunjukkan bahwa: (1) kualitas pelayanan laboratorium fisika yang ada di Prodi Pendidikan Fisika IKIP PGRI Pontianak termasuk dalam kategori baik dengan nilai rata-rata bobot keseluruhan indikator sebesar 3,50; (2) faktor-faktor yang perlu ditingkatkan untuk meningkatkan kualitas pelayanan Laboratorium Fisika IKIP PGRI Pontianak adalah tangibles (sarana dan prasarana laboratorium), reliability (kehandalan), responsiveness (sikap tanggap) dan empathy (pemahaman); dan (3) tindak lanjut terhadap peningkatan kualitas pelayanan Laboratorium Fisika IKIP PGRI Pontianak adalah dengan membuat rencana kerja dan memonitoring secara rutin kegiatan praktikum sebelum, selama, dan setelah berlangsung serta lebih mengawasi kerja staf laboratorium dan cleaning service untuk menciptakan suasana laboratorium fisika yang bersih, ramah, dan menyenangkan.
Kata Kunci: kepuasan, kualitas, pelayanan.
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