Persepsi mahasiswa terhadap kualitas jasa Perguruan Tinggi: perbandingan beberapa Perguruan Tinggi Swasta (PTS) di Kopertis Wilayah V Yogyakarta
Mathori, M. (Adv. Dr. Agus Achyari, MBA), Dr. Agus Achyari, MBA
This research aimed to analyze the students' perception and indentify the difference of service quality among Private University in Yogyakarta. The concept of service quality in this research developed from Kwan and Ng (1999). According to Kwan and Ng, the quality of higher education defined by assessment, facilities, course content, concern for students, counseling service, communication with university and social activities. In this research, the service quality are measured by students perceived and expected ratio while the questioner measured by five scale interval ratio.
Sample of PTS are determined by purposive sampling method with Accreditation Class A and B as perquisite and respondent are chosen by convenient in each PTS. This research using 11 private higher educations (PTS) and 450 respondents with respond rate 85%. The questioner validity is tested by factor analysis, the data reliability is tested by alpha Cronbach method. Hypothesis are respectively tested using One Sample T-Test and One Way Anova.
The results of the research reveal that (I) the service quality of PTS in Yogyakarta are perceived meet expectation (reject Hod and (2) any significant difference of service quality among PTS (reject H02). Its means in general students are satisfied with the service quality of PTS in Yogyakarta. In dept analysis, students perceived some service quality do not meet their expectation such as assessment, course content, communication with university and social activities.
Based on the finding, the researcher suggest to the PTS' s Management to increase their service quality by applying service culture in frame of TQM. To do so, first of all to identify the specific service dimensions prioritize to be improved, secondly Management should not promote their service overwhelmingly to avoid higher expectation, third management can do benchmark to some PTS that are perceived better by their students.
Kata Kunci : Persepsi mahasiswa, kualitas jasa, Perguruan Tinggi Swasta (PTS), Kopertis Wilayah V Yogyakarta
