Pengukuran Kepuasan Mahasiswa Terhadap Perlayanan Pendidikan Di Jurusan Manajemen Bisnis Politeknik Negeri Batam

Abstract

The quality of educational system supports the formation of high quality human resources. The variable quality in this research was measured to know the ability in consumers expectations and the scholars as the most important consumer in educational system. This research aimed to measure afternoon and evening scholars’s expectation and satisfaction to the service which has been given by Business Management Department of Batam State Polytechnic using difference test methods (t-test). This research also provides performance’s assessment by services based on Surat Keputusan Menteri Pendayagunaan Aparatur Negara Nomor: KEP/25/M.PAN/2/2004. The results indicate there are differences in the quality of service and performance expectations between regular classes and regular classes during the evening, whereas for the satisfaction of the results obtained showed no differences satisfaction and service quality performance between regular classes and regular classes during the evening. In general, the quality of services in the category of service performance "GOOD". The research was conducted only in the Business Management Department does not involve other departments so hopefully next research scope can be expanded by adding respondents from other majors.