Survei Kepuasan Mahasiswa Terhadap Layanan Pendidikan Unit Program Belajar Jarak Jauh Universitas Terbuka Menggunakan Importance Perfomance Analysis
Authors: Suratni Suratni , Mujadi Mujadi , Betaubun Restu Monika Nia 
Published: August 2023

Hadirnya pendidikan tinggi bermutu sangat diharapkan untuk memunculkan sumber daya manusia yang berkualitas dan berkompeten dalam pembangunan nasional secara menyeluruh. Penelitian ini bertujuan menganalisis kepuasan mahasiswa pada pelayanan pendidikan dan menganalisis kepentingan mahasiswa dalam unsur-unsur pelayanan pendidikan di UPBJJ-UT Jayapura. Metode yang digunakan kuantitatif dengan metode survei. Penelitian dilakukan di wilayah kerja Unit Program Belajar Jarak Jauh Universitas Terbuka (UPBJJ-UT) Jayapura. Data diperoleh secara langsung dari seluruh mahasiswa melalui simple random sampling sebanyak 92 sampel melalui sebaran kuisioner. Data penelitian di analisis menggunakan analisis kesenjangan (GAP), Uji Paried Sampel T-Test dan Analisis Kuadran (Analisis Importance Performance Analysis/IPA). Hasil penelitian menunjukan bahwa uji validitas dan reliabilitas menunjukkan bahwa instrument valid dan reliabel. Uji validitas menunjukkan nilai signifikan 0,000 < 0,05 dan uji reliabilitas menunjukkan nilai Alpha Cronbach 0,810. Analisis GAP menunjukkan bahwa terdapat kesenjangan pada beberapa indikator, yaitu: (a). Kejelasan informasi tentang UT (-0,15); (b). Layanan pemrosesan bekas registrasi (-0,01); (c). Kualitas fasilitas tempat tutorial (-0,10); (d). Penguasaan materi instruktur (-,02); dan (e). Kemudahan memperoleh bahan ajar (-0,08). Hasil uji beda paired sampel T-Test menunjukkan bahwa Sig < Alpha ( 0,001 < 0,05) artinya terjadi perbedaan antara kepentingan dan kepuasan. Disimpulkan bahwa pelayanan informasi tentang Universitas Terbuka, kualitas fasilitas tempat tutorial dan umpan balik yang diberikan tutor terhadap latihan/tugas perlu diperbaiki, sehingga mahasiswa memiliki kepuasan terhadap layanan teersebut.
Kata kunci: Kepuasan Mahasiswa, Pendidikan, UPBJJ â€“ UT, Jayapura
The presence of quality higher education is highly expected to bring up qualified and competent human resources in overall national development. This study aims to analyze student satisfaction with educational services and analyze student interests in the elements of educational services at UPBJJ-UT Jayapura. The method used is quantitative with a survey method. The research was conducted in the work area of the Distance Learning Program Unit of the Open University (UPBJJ-UT) Jayapura. Data were obtained directly from all students through simple random sampling as many as 92 samples through the distribution of questionnaires. The research data were analyzed using gap analysis (GAP), Paried Sample T-Test and Quadrant Analysis (Analysis Importance Performance Analysis / IPA). The results showed that the validity and reliability test showed that the instrument was valid and reliable. The validity test showed a significant value of 0.000 <0.05 and the reliability test showed Cronbach's Alpha value of 0.810. GAP analysis shows that there are gaps in several indicators, namely: (a). Clarity of information about UT (-0.15); (b). Ex-registration  processing services (-0.01); (c). Quality of tutorial facilities (-0.10); (d). Mastery of instructor material (-.02); and (e). Ease of obtaining teaching materials (-0.08). The results of the paired sample T-Test difference test show that Sig < Alpha (0.001 < 0.05) means that there is a difference between interest and satisfaction. It was concluded that the information service about the Open University, the quality of the tutorial facilities and the feedback provided by the tutor on the exercises/assignments needed to be improved, so that students had satisfaction with the service .
Keywords: Student Satisfaction, Education, UPBJJ â€“ UT, Jayapura