PENGUKURAN TINGKAT KEPUASAN MAHASISWA TERHADAP PELAYANAN PENDIDIKAN DI FAKULTAS KEGURUAN DAN ILMU PENDIDIKAN

Measurement of Student Satisfaction Level to Educational Services in Education And Training Faculty

Abstract

This study aims to determine students' perceptions of educational services and student
expectations of educational services and the level of student satisfaction on the quality of
education services in the Faculty of Teacher Training and Education Universitas Riau Riau.
This research is a descriptive type research with a quantitative approach. Population used in
this research is all active student of Faculty of Teacher Training and Education of Islamic
University of Riau force 2012-2015, with amount of sample 99 responden. Sampling was used
incidental sampling technique with data collection method using questionnaire and
documentation. Data analysis technique using descriptive analysis and SERQUAL model
analysis. The result of this research is seen from the dimensions (reliability, responsiveness,
assurance, empathy, and tangible) shows that: Student's perception toward education service
at UIP FKIP is included in good category, student expectation to service education in FKIP
UIR is categorized as very expecting and the level of student satisfaction on the quality of
education services in UIR FKIP included in the category of not satisfied