KEPUASAN BERDASARKAN PERSEPSI DAN HARAPAN MAHASISWA PROGRAM STUDI PENDIDIKAN MATEMATIKA
DOI:
https://doi.org/10.31571/saintek.v2i2.223Abstract
Penelitian ini bertujuan untuk mengetahui: (persepsi, harapan, dan tingkat kepuasan) mahasiswa terhadap pelayanan pendidikan di Program Studi Matematika STKIP-PGRI Pontianak. Penelitian ini merupakan penelitian deskriptif yang menggunakan metode kuantitatif. Populasi penelitian adalah seluruh mahasiswa Prodi Pendidikan Matematika STKIP-PGRI Pontianak sebagai mahasiswa aktif pada semester genap tahun akademik 2012-2013. Pengambilan sampel dilakukan dengan teknik purposive quota sampling. Adapun jumlah sampel yang diambil sebanyak 120 mahasiswa. Metode pengumpulan data dalam penelitian ini menggunakan angket, wawancara dan dokumentasi. Teknik analisis data menggunakan teknik statistik deskriptif dan analisis model SERVQUAL. Berdasarkan hasil penelitian dan pembahasan diperoleh kesimpulan bahwa: 1) Tingkat kepuasan sebesar 88,91 dengan kategori tinggi; 2) Gap kesenjangan (service quality) kualitas pelayanan adalah baik dengan presisi rendah.
Kata Kunci: persepsi, harapan, tingkat kepuasan
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