Tingkat Kepuasan Mahasiswa Terhadap Kualitas Manajemen Dan Pelayanan Laboratorium Bioteknologi Prodi Biologi Universitas Pattimura

Belegur, Felsdian Imanuela (2018) Tingkat Kepuasan Mahasiswa Terhadap Kualitas Manajemen Dan Pelayanan Laboratorium Bioteknologi Prodi Biologi Universitas Pattimura. S2 thesis, Universitas Kristen Indonesia.

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Abstract

Pencapaian tujuan pembelajaran laboratorium melalui praktikum dan penelitian akan ditunjang oleh kualitas manajemen dan pelayanan laboratorium. Kualitas manajemen dan pelayanan laboratorium yang belum optimal dinilai berdasarkan tingkat kepuasan atas kenyataan dan harapan pengguna laboratorium. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan mahasiswa terhadap kualitas manajemen dan pelayanan laboratorium bioteknologi pada Program Studi Biologi Universitas Pattimura (UNPATTI) Ambon. Kegunaan hasil penelitian ini dapat dijadikan sebagai bahan evaluasi terhadap kualitas manajemen pelayanan laboratorium sehingga hasilnya dapat digunakan dan ditindaklanjuti sebagai bahan pertimbangan dalam merancang perbaikan kualitas manajemen dan pelayanan laboratorium bioteknologi. Sampel dalam penelitian ini adalah mahasiswa/Achievement of laboratory learning objectives through practical and research is supported by the quality of management and laboratory services. Quality management and laboratory services that have not been optimal can be seen on the level of reality satisfaction and the expectations of laboratories users. This study aims to determine the level of students satisfaction on the quality of management and biotechnology laboratory services at Biology Department of Pattimura University Ambon. The result of the research can be used as an evaluation of the quality of laboratory services management and to act as consideration to design improvement of the management quality and biotechnology laboratories service. The sample in this research is the students of Biology Department of UNPATTI fourth, sixth and eighth semester. The data was obtained by observation and questionnaire distribution. The datas were analyzed using descriptive statistics, SERVQUAL, CSI and IPA method. The result of SERVQUAL method analysis showed 36% of the students were satisfied with the quality of biotechnology laboratory management but 64% of the students were not satisfied. 46% of the students were satisfied with the quality of biotechnology laboratory service but 54% of the students were not satisfied. The result of CSI method analysis showed that 73% student satisfaction level on the quality of biotechnology laboratory management has been fulfilled but 27% has not been fulfilled and 78% students satisfaction level on the service of biotechnology laboratory quality has been fulfilled and 22% has been not fulfilled yet. The result of IPA method analysis showed that 44% of the students considered the 18 quality attribute performance of biotechnology laboratory management should be maintained but 56% of the students considered that the performance of 12 attributes need to be improved. 48% of the students considered that the performance of 21 attributes biotechnology laboratory quality service must be maintained but 52% of students considered that the performance of 5 attributes need to be improved. Keywords: students’ satisfaction, laboratory quality management, laboratory quality services. Program Studi Biologi FMIPA UNPATTI dari semester IV, VI dan VIII. Pengumpulan data diperoleh dengan teknik observasi dan distribusi kuesioner. Data hasil penelitian dianalisis menggunakan statistik deskriptif, Metode SERVQUAL, CSI dan IPA. Hasil analisis metode SERVQUAL menunjukan 36% mahasiswa puas terhadap kualitas manajemen laboratorium bioteknologi namun 64% mahasiswa tidak puas dan 46% mahasiswa puas terhadap kualitas pelayanan laboratorium bioteknologi tetapi 54% mahasiswa tidak puas. Hasil analisis metode CSI menunjukan 73% tingkat kepuasan mahasiswa terhadap kualitas manajemen laboratorium bioteknologi sudah dipenuhi tetapi 27% belum dipenuhi dan 78% tingkat kepuasan mahasiswa terhadap kualitas pelayanan laboratorium bioteknologi sudah dipenuhi namun 22% belum dipenuhi. Hasil analisis metode IPA menunjukan 44% mahasiswa menganggap kinerja 18 atribut kualitas manajemen laboratorium bioteknologi harus dipertahankan namun 56% mahasiswa menganggap kinerja 12 atribut perlu diperbaiki dan 48% mahasiswa menganggap kinerja 21 atribut kualitas pelayanan laboratorium bioteknologi harus dipertahankan namun 52% mahasiswa menganggap kinerja 5 atribut perlu diperbaiki. Kata kunci : kepuasan mahasiswa, kualitas manajemen laboratorium, kualitas pelayanan laboratorium.

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