PENGUKURAN TINGKAT KEPUASAN MAHASISWA FAKULTAS TEKNIK UNIVERSITAS MUHAMMADIYAH SURAKARTA TERHADAP KUALITAS PEMBELAJARAN DENGAN METODE ZONE OF TOLERANCE

Naomy Artanti Icha Leksono; Eko Setiawan

doi:10.31571/edukasi.v22i2.7538

Authors

Naomy Artanti Icha Leksono
Eko Setiawan Universitas Muhammadiyah Surakarta

DOI:

https://doi.org/10.31571/edukasi.v22i2.7538

Keywords:

kepuasan pelanggan, service quality, Zone of Tolerance

Abstract

Mahasiswa Fakultas Teknik Universitas Muhammadiyah Surakarta (FT UMS) di enam prodi mengeluhkan kualitas pembelajaran saat pandemi COVID-19. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan mahasiswa tersebut terhadap kualitas pembelajaran saat itu. Subyek penelitian ini adalah 355 mahasiswa program studi strata 1 aktif FT UMS angkatan 2017-2019 di keenam prodi dan pernah mengalami pembelajaran daring maupun luring setidaknya selama satu semester penuh. Metode yang digunakan pada penelitian ini adalah survei. Data dikumpulkan dengan menyebarkan kuesioner. Pengolahan maupun analisis data dilakukan dengan uji validitas dan reliabilitas, gap servqual, serta Zone of Tolerance (ZOT). Penelitian menemukan bahwa jumlah nilai ZOT pada pembelajaran daring yang berada di bawah nilai Measure of Service Adequacy (MSA) adalah 98, lebih banyak daripada jumlah nilai ZOT pada pembelajaran luring yang berada di bawah nilai MSA yang berjumlah 31. Hal ini menunjukkan bahwa tingkat kepuasan mahasiswa terhadap pembelajaran daring lebih rendah daripada tingkat kepuasan mahasiswa terhadap pembelajaran luring.

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