SINOPSIS HASIL PENELITIAN

 

ANALISIS KUALITAS LAYANAN PERGURUAN TINGGI

DAN HARAPAN MAHASISWA SETELAH MENYELESAIKAN STUDI

DI UNIVERSITAS NEGERI MAKASSAR

ANALYSES OF THE UNIVERSITY SERVICES QUALITY

AND STUDENTS’ EXPECTATIONS IN  THE POST-COMPLETION OF THEIR STUDY AT MAKASSAR STATE UNIVERSITY

Triyanto Pristiwaluyo[1]

Abstract

This research aims at investigating academic service quality and students’ expectations in the post-completion of their study at the Makassar State University (UNM). Using purposive sampling, 547 students of 6 faculties involved as sample in this study. They were enrolled in academic year of 2003/2004. Data were complied through questionnaires and analyzed by using descriptive statistic, factor analyses, Bivariate correlation, one-way ANOVA and Univariate ANOVA. The results of the study revealed the following findings. First, the quality of academic services was unsatisfactory, especially in the service reliability, responsiveness, service assurance, and support facility availability. Secondly, the dimensions of reliability, responsiveness, assurance. empathy, and availability had significant positive relationship with the university service quality. Meanwhile, the service quality had a significant positive relationship with the students’ expectations in the post-completion of their course study. Thirdly, there were significant differences among the six faculties in terms of reliability, availability, and attitudes of the lecturers, and administration staff in providing services, responses, and in ensuring services. Fourthly, service quality, faculty, and the interaction of the two factors very significantly affect the academic service quality at the Makassar State University

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[1] Dosen Jurusan PLB FIP Universitas Negeri Makassar

  Sinopsis ini merupakan rangkuman dari laporan penelitian yang disiapkan sebagai disertasi untuk meraih gelar doktor dalam bidang  penelitian dan evaluasi pendidikan di Universitas Negeri Jakarta.

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