ANALYSIS OF STUDENT SATISFACTION LEVEL ON SERVICE QUALITY: IMPORTANCE-PERFORMANCE ANALYSIS APPROACH

Education is the learning of knowledge, skills, and habits of a group of people that are passed down from one generation to the next through teaching, training, or research. Faculty that has large number of students must be followed by good service quality. The sample of this study were active students of the Department X, as many as 68 students. The analytical technique used in this report is the Importance Performance Analysis (IPA). It can be concluded that in general the level of conformity between performance appraisal and expectation assessment ranges from 72.09% to 98.31% with an average of 88.41%. This means that in general students are satisfied with the quality of services at the Department X. There are four variables where students feel satisfied with the services at the Department X which include the dimensions of reliability, namely fast procedures (V5), timely administration services (V6), and careful services (V7); from the dimension of responsiveness, namely the alertness of employees (V8); from the assurance dimension, namely trust in the information provided (V12).