ANALISIS KEPUASAN MAHASISWA TERHADAP KUALITAS PELAYANAN DI FAKULTAS FARMASI UNIVERSITAS X YOGYAKARTA

• Main Authors: , Ana Hidayati, , Prof. Dr. Achmad Fudholi, DEA., Apt.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2014
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/128697/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=69063
• Institution: Universitas Gadjah Mada

Faculty of Pharmacy, X University is one of the organization or institution that organizes educational services . Has done research about analysis of student satisfaction which aims to find a description and know the satisfaction ratings student satisfaction gap arising from servqual dimensional measurements . Student satisfaction measurement is done with populatif observation and data collection prospectively at the fourth level students of the Faculty of Pharmacy, X University. The results obtained indicate generally that the service element in the Faculty of Pharmacy , namely employees , laboratory assistant and lecturer has not given in accordance with the expectations of student performance is characterized by a range of values of each gap there is nothing close to the ideal of zero (0) . Gap values of employees in the education ministry on Tangible dimensions with a gap value -0,90 , Reliability with the gap value -0,90 , assurance gap value -0,90, Empathy with the gap value -1,10 and responsiveness to the value gap -1,10 Value gap of educational services at the laboratory on the dimensions Reliability with the gap value -0,70,Responsiveness with a gap value -0,90, followed by the dimensions assurance with the gap value � 0,90 , tangibles with a gap value -0,90 and Empathy with the gap value -1,00. Gap values of lecturer in education at the service of Responsiveness dimensions with a gap value -0,70, followed by the dimensions of Empathy with the gap value -0,70, Reliability with the gap value -0,80,assurance with the gap value -0,70 and tangibles with a gap value -1,00 . Dimensions were assessed by student to service all the different elements. On assessing student employees that intangible dimension into the first rank in the service. While the reliability of the employee dimension into the first rank and dimensions of responsiveness on the faculty is considered the most excellent service to students.