PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA LEMBAGA PENJAMINAN MUTU DI PERGURUAN TINGGI KEAGAMAAN ISLAM
DOI:
https://doi.org/10.55252/m077hn95Keywords:
Service Quality, User Satisfaction, Quality Assurance, Islamic Higher EducationAbstract
The quality of service in the internal quality assurance system of higher education is a determining factor for institutional excellence. This study aims to analyze the correlation between the quality of services of the Quality Assurance Institute (LPM) and the satisfaction of the Head of Study Program at UIN Syarif Hidayatullah Jakarta. Using a correlational quantitative design, data was collected from 81 respondents through a total sampling technique. The research instrument used a SERVQUAL-based questionnaire that included five dimensions: physical evidence, reliability, responsiveness, assurance, and empathy. Data analysis was carried out with the Chi-Square test to test the relationships between variables. The results showed that 50.6% of respondents perceived the quality of service in the "Excellent" category, and 92.6% expressed overall satisfaction. Statistical testing resulted in a p-value of 0.031 (< 0.05), which confirmed a significant correlation between service quality and user satisfaction. The implications of this study emphasize that strengthening the dimension of responsiveness and physical evidence is crucial for LPM to maintain and increase stakeholder satisfaction in the context of Islamic higher education. Keywords: Service Quality; User Satisfaction; Quality Assurance; Islamic Higher Education.
References
Alabboodi, Anas Salman. 2019. "The effect of customer satisfaction on service quality: The case of Iraqi banks ." International Journal of Applied Research 146-152.
Ali Ramezani Ghotbabadi, Rohaizat Baharun. 2015. "Service Quality Measurements: A Review." International Journal of Academic Research in Business and Social Sciences 5 (2): 267-286.
Anisa, Siti. 2018. "PENGARUH PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI KANTOR DESA HELVETIA." In Skripsi FAKULTAS EKONOMI DAN BISNIS ISLAM UNIVERSITAS ISLAM NEGERI SUMATERA UTARA MEDAN. Medan.
Dianto, Indra Wahyu. 2013. "ANALISIS KEPUASAN KONSUMEN WAROENG STEAK & SHAKE JL. CENDRAWASIH NO. 30 YOGYAKARTA." In Skripsi PROGRAM STUDI MANAJEMEN FAKULTAS EKONOMI UNIVERSITAS NEGERI YOGYAKARTA. Yogyakarta.
Faridi, Ahmad, Andi Susilawaty, Baiq Fitria Rahmiati, Efendi Sianturi, I Made Sudarma Adiputra, Indah Budiastutik, Ni Putu Wiwik Oktaviani, et al. 2021. Metodologi Penelitian Kesehatan.
Indonesia, Kementerian Hukum dan Hak Asasi Manusia Republik. 2009. UNDANG-UNDANG REPUBLIK INDONESIA NOMOR 25 TAHUN 2009 TENTANG PELAYANAN PUBLIK. Jakarta.
Indonesia, Kementerian Pendidikan dan Kebudayaan Republik. 2016. PERATURAN MENTERI PENDIDIKAN DAN KEBUDAYAAN REPUBLIK INDONESIA NOMOR 27 TAHUN 2016 TENTANG LAYANAN PENDIDIKAN KEPERCAYAAN TERHADAP TUHAN YANG MAHA ESA PADA SATUAN PENDIDIKAN. Jakarta.
Indrasari, Dr. Meithiana. 2019. PEMASARAN DAN KEPUASAN PELANGGAN. Surabaya: Unitomo Press.
Martono Martono, Arwin Arwin, Yuliana Yuliana, Lisa Lisa, Fauzi Akbar Maulana Hutabarat. 2021. "Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Studi Kasus pada Pengangkutan TS Medan." Seminar Nasional Sains dan Teknologi Informasi (SENSASI) 411-415.
Meli Andriyani, Riski Eko Ardianto. 2020. "Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank." EKOMABIS: Jurnal Ekonomi Manajemen Bisnis 1 (2): 133-140.
Muhammad Darwin, Marianne Reynelda Mamondol, Salman Alparis Sormin, Yuliana Nurhayati, Hardi Tambunan, Diana Sylvia, I Made Dwi Mertha Adnyana, Budi Prasetiyo, Pasionista Vianitati, Antonius Adolf Gebang. 2021. Metode penelitian pendekatan kuantitatif. Media Sains Indonesia.
Nasution, M. N. 2005. Manajemen mutu terpadu : total quality management . Bogor: Ghalia Indonesia.
Nova Hari Santhi, Widya Hartati. 2018. "Pengaruh Kualitas Pelayanan Terhadap kinerja dan Kepuasan Mahasiswa (Studi Kasus Pada Mahasiswa STIA Muhammadiyah Selong)." Jurnal Humanitas 1-14.
Peraturan Menteri Pendidikan, Kebudayaan, Riset, dan Teknologi Republik Indonesia. 2023. Peraturan Menteri Pendidikan, Kebudayaan, Riset, dan Teknologi Nomor 53 Tahun 2023 tentang Penjaminan Mutu Pendidikan Tinggi. Jakarta.
Rangguni Cemerlaning Tias, Meitiana, Tresia Kristiani. 2021. "Pengaruh profesionalisme kerja dan kinerja pegawai melalui kualitas pelayanan terhadap kepuasan pengguna layanan Unit Layanan Terpadu Lembaga Penjaminan Mutu Pendidikan Kalimantan Tengah." Journal of Environment and Management 273-281.
Saraswati, Esti Indah. 2018. "ANALISIS KUALITAS PELAYANAN CUSTOMER SERVICE DALAM PENGURUSAN SURAT KETERANGAN RENCANA KOTA DI UNIT PELAYANAN TERPADU SATU ATAP KOTA SURABAYA." Jurnal Aplikasi Administrasi 10-18.
Slamet Riyanto, Aglis Andhita Hatmawan. 2020. Metode riset penelitian kuantitatif penelitian di bidang manajemen, teknik, pendidikan dan eksperimen. Deepublish.
Sokchan Ok, Rathny Suy, Leaksmy Chhay, Chakriya Choun. Asian Themes in Social Sciences Research . "Customer Satisfaction and Service Quality in the Marketing Practice: Study on Literature Review." 2018 1 (1): 21-27.
Syahputri, Deni Pradana. 2019. "Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Pada PT.Pos Indonesia (Persero) Kantor Pos Lubuk Pakam." Journal of Management Science (JMAS) 4 (2): 102-107.
Winarsih, Ratminto dan Atik Septi. 2013. Manajemen pelayanan : pengembangan model konseptual, penerapan citizen's charter dan standar pelayanan minimal. Yogyakarta: Pustaka Belajar.
Yuswantoro, Eko. 2016. "PENGARUH PELAYANAN SISTEM TERPADU SATU PINTU /ONE STOP SERVICE DAN KENYAMANAN TERHADAP KEPUASAN MASYARAKAT KELURAHAN RINGINANOM KOTA KEDIRI." JURNAL REVITALISASI Jurnal Ilmu Manajemen 38-42.
Downloads
Published
License
Copyright (c) 2026 Gunawan Ismail, Ishmatun Nisa, Andriyani Rahmah Fahriati, Mardani Bonyx
This work is licensed under a Creative Commons Attribution 4.0 International License.
