ANALISIS KUALITAS PELAYANAN PENDIDIKAN DENGAN MENGGUNAKAN GAP ANALYSIS DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) PADA PROGRAM STUDI PENDIDIKAN EKONOMI FAKULTAS EKONOMI UNY

Abstract

Abstrak: Penelitian ini bertujuan untuk mengetahui (1) bagaimana Kualitas pelayanan pendidikan dalam lima dimensi SERVQUAL (bukti fisik, keandalan, daya tanggap, jaminan dan empati) (2) kesenjangan antara persepsi dan harapan mahasiswa, (3) atribut pelayanan yang dianggap penting oleh mahasiswa, dan (4) menganalisis usulan prioritas tindakan yang dilakukan untuk meningkatkan kualitas layanan pendidikan pada Program Studi Pendidikan ekonomi Fakultas Ekonomi UNY. Penelitian ini merupakan penelitian deskriptif kuantitatif dengan pendekatan ­user-upproach. Populasi dalam penelitian ini adalah seluruh mahasiswa Program Studi Pendidikan Ekonomi Fakultas Ekonomi UNY angkatan 2013-2015. Pengambilan Sampel dalam penelitian ini menggunakan teknik accidental sampling dengan jumlah responden 145 orang. Teknik pengumpulan data menggunakan angket dan wawancara. Analisis yang digunakan adalah  Gap Analysis dan Importance Performance Analysis (IPA). Hasil penelitian menunjukan bahwa (1) dilihat dari uji beda, analisis tingkat kesesuaian dan analisis kesenjangan kenyataan-harapan berdasarkan dari lima dimensi SEVQUAL kualitas pelayanan pendidikan pada Proram Studi Pendidikan Ekonomi sudah baik dalam memenuhi harapan mahasiswa, (2) rata-rata gap dimensi analysis menunjukan rata-rata <-1 sehingga pelayanan pendidikan berdasarkan persepsi mahasiswa sudah baik, sedangkan untuk gap item analysis terdapat tiga atribut yang gap negatifnya >-1 untuk atribut kualitas pelayanan pendidikan antara kinerja dan kepentingan mahasiswa, (3) berdasarkan pemetaan terdapat 16 atribut yang dianggap penting oleh mahasiswa dan perlu tindakan prioritas. (4) melakukan evaluasi dan perbaikan berdasarkan hasil pemetaan melalui Importance Performance Analysis, dengan hasil dimensi keandalan merupakan dimensi kualitas terendah dan perlu tindakan prioritas perbaikan.

Kata Kunci: Kualitas Layanan pendidikan, Gap Analysis, Tingkat Kesesuaian, IPA, SERVQUAL

Abstract: This study aims to: (1) investigate the educational service quality in the five dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance, and empathy), (2) investigate the gap between students’ perceptions and expectations, (3) investigate service attributes considered important by students, and (4) analyze proposed priorities for actions to do to improve the educational service quality at the Study Program of Economics Education, Faculty of Economics, Yogyakarta State University (YSU).

This was a quantitative descriptive study using the user approach. The research population comprised all students of the 2013-2015 enrollment years at the Study Program of Economics Education, Faculty of Economics, YSU. The research sample, consisting of 145 respondents, was selected by means of the accidental sampling technique. The data were collected through questionnaires and interviews. The analyses were the Gap Analysis and Importance Performance Analysis (IPA).

The results of the study are as follows. (1) From the difference test, the conformity level analysis, and the reality-expectation gap analysis based on the five dimensions of SERVQUAL, the educational service quality at the Study Program of Economics Education is already good at fulfilling the students’ expectations. (2) The gap dimension analysis shows an average of <-1 so that the educational service according the students’ perceptions is already good. Meanwhile, for the gap item analysis, there are three attributes with negative gaps of >-1 for the attribute of the educational service quality between the students’ performances and interests. (3) Based on the mapping, there are 16 attributes considered important by the students that need priorities for actions.  (4) It is necessary to conduct an evaluation and to make an improvement based of the results of the mapping through the Importance Performance Analysis and the result is that the reliability dimension is the dimension with the lowest quality that needs a priority for an improvement action.

Keywords: Educational Service Quality, Gap Analysis, IPA, Servqual