EVALUASI KINERJA LAYANAN PENDIDIKAN TINGGI: PENDEKATAN METODE IMPORTANCE-PERFORMANCE ANALYSIS

Slamet Slamet; Larasati Sukma Nurhidayah

doi:10.32478/evaluasi.v7i2.1858

Authors

Slamet Slamet
slametphd@manajemen.uin-malang.ac.id
Universitas Islam Negeri Maulana Malik Ibrahim Malang
Larasati Sukma Nurhidayah Universitas Islam Negeri Maulana Malik Ibrahim Malang

Keywords:

Kinerja Layanan, Importance-Performance Analysis, institusi perguruan tinggi

Abstract

Jumlah institusi perguruan tinggi tingkat nasional dan global cenderung terus meningkat yang berdampak kompetisi yang kuat. Dalam situasi kompetisi, kinerja layanan dalam perspektif mahasiswa merupakan key success factor perguruan tinggi berkelanjutan. Studi ini bertujuan untuk mengevaluasi kinerja layanan dari perspektif mahasiswa yang dilakukan di salah satu Universitas Islam Negeri di Jawa Timur . Studi ini menggunakan penelitian kuantitatif dengan pendekatan studi kasus. Instrumen berupa kuesioner yang berisi 45 item pernyataan yang terdistribusi ke dalam lima dimensi SERVQUAL. Populasi yaitu mahasiswa angkatan 2019–2021 dan sebanyak 385 mahasiswa berkontribusi dalam studi ini. Teknik pengambilan sampel yaitu random sampling. Berdasarkan editing, hanya 288 (74,81%) responden yang layak diproses lebih lanjut. Analisis data menggunakan metode Kategorisasi Indeks dan Importance-Performance Analysis. SPSS digunakan untuk membantu perhitungan data secara statistik. Hasil studi menunjukkan masih terjadi gap antara tingkat kepentingan yang diharapkan mahasiswa dengan kinerja layanan yang sesungguhnya. Sekitar 28% kinerja layanan mampu mempertemukan tingkat kepentingan mahasiswa. Selebihnya, kinerja layanan masih menunjukkan kinerja yang rendah dan ada beberapa atribut layanan yang kurang dipentingkan oleh mahasiswa.

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