Laporan IKM TA 2016/2017

Kepuasan adalah  hasil  evaluasi  antara harapan (perception) terhadap kualitas layanan  dengan kinerja kualitas layanan yang dirasakan (perceived) oleh penggunan layanan (konsumen/pelanggan). Kepuasan bersifat individual karena  setiap individu memiliki tingkat kepuasan yang berbeda-beda sesuai dengan harapannya. Mahasiswa adalah pengguna layanan, baik layanan akademik maupun non akademik.

Berkenaan dengan layanan akademik, Gugus Kendali Mutu Program Studi Pendidikan Bahasa Inggris Universitas Muhammadiyah Purworejo mengadakan survey Indeks Kepuasan Mahasiswa yang mengukur tingkat kepuasan mahasiswa terhadap layanan akademik di Prodi PBI UMPurworejo. Survey dilakukan secara online dengan mengambil 5 (lima) aspek yaitu tangible (Sarana Prasarana), Reliability (kehandalan dosen dan tendik), Empathy (pemahaman kepentingan mahasiswa), Responsiveness (sikap tanggap), serta Assurance (perlakuan terhadap mahasiswa).

Survey dilakukan pada semester genap TA 2016/2017 yaitu pada bulan Juli 2017 selama kurun waktu 1 (satu) bulan. Dengan menggunakan alat ukur berupa angket (lihat DISINI) dimana pada masing-masing aspek memiliki 10 (sepuluh) pernyataan, maka GKMPS PBI dapat mengukur tingkat kepuasan mahasiswa terhadap layanan akademik di Prodi PBI. Total responden yang mengisi angket adalah 172 mahasiswa atau 33.8% dari total mahasiswa aktif sebanyak 509 mahasiswa. Hasil survey adalah sebagai berikut:

A. Responden

Responden mahasiswa berasal dari tingkatan semester yang berbeda yaitu semester II, IV, VI, dan VII dengan total responden yaitu 172 mahasiswa. Sebaran responden tiap semester dapat dilihat pada grafik berikut

Kemudian, dilihat dari jenis kelamin responden maka terdapat 31 mahasiswa (18%) berjenis kelamin laki-laki dan sebanyak 141 mahasiswa (82%) berjenis kelamin perempuan.

B. Hasil Survey

1. Aspek Tangible

Secara umum mahasiswa puas dengan aspek ini hanya saja masih terdapat beberapa kekurangan seperti fasilitas hotspot dan bangku transit perkuliahan.

2. Aspek Reliability

Mahasiswa merasa puas dengan aspek ini mulai dari kejelasan materi hingga pelayanan tenaga kependidikan.

3. Aspek Empathy

Mahasiswa Prodi PBI telah merasa puas dengan kehandalan pendidik dan tenaga kependidikan.

4. Aspek responsiveness

Mahasiswa merasa puas dengan sikap tanggap yang diberikan oleh tenaga pendidik dan tenaga kependidikan mulai dari penangangan masalah hingga tanggapan terhadap keluhan.

5. Aspek assurance

Mahasiswa merasa puas dengan aspek assurance mulai dari sikap terbuka dosen dan kooperatif yang diberikan oleh dosen berkaitan dengan bantuan akademik yang diberikan, dukungan menciptakan suasana akademik yang kondusif serta dalam pengajaran seperti kesesuaian pengajaran dengan RPS yang telah dibuat oleh dosen sampai dengan dukungan dari Prodi PBI terkait dengan informasi dan dukungan prodi terhadap kegiatan akademik.

Dari hasil survey tersebut dapat diketahui tingkat kepuasan mahasiswa terhadap layanan akademik di Program Studi Pendidikan Bahasa Inggris Universitas Muhammadiyah Purworejo pada tahun akademik 2016/2017. Survey tersebut kemudian juga menghasilkan rekomendasi sebagai masukan bagi Prodi PBI untuk perbaikan layanan akademik terhadap mahasiswa.

Laporan ini dibuat oleh Gugus Kendali Mutu Program Studi Pendidikan Bahasa Inggris dengan diketahui oleh Ketua Prodi PBI dan telah disahkan oleh Dekan Fakultas Keguruan dan Ilmu Pendidikan Universitas Muhammadiyah Purworejo.

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