Satisfaction Toward The Service of The Secretariat in The Faculty of Letters at Universitas Kristen Indonesia

Pratiwi, Indah (2021) Satisfaction Toward The Service of The Secretariat in The Faculty of Letters at Universitas Kristen Indonesia. D3 thesis, Universitas Kristen Indonesia.

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Abstract

Tujuan dari penelitian ini adalah menentukan tingkat kepuasan mahasiswa terhadap pelayanan sekretariat fakultas sastra Universitas Kristen Indonesia. Adapun tingkat kepuasan dilihat dari segi fasilitas , perlengkapan, penampilan personil secara fisik, daya tanggap dalam membantu mahasiswa, kehandalan pelayanan, memberikan kepuasan pribadi kepada mahasiswa/i, jaminan layanan, kemampuan petugas membangun rasa percaya mahasiswa/i terhadap pelayanan yang diberikan. Metode pengumpulan data dalam penulisan ini ialah observasi dan kuesioner atau angket. Observasi dilakukan untuk melihat kinerja yang diberikan sekretariat fakultas sastra terhadap mahasiswa, lalu memberikan kusioner penilaian kepada mahasiswa fakultas sastra terhadap kepuasan layanan sekretariat kepada mahasiswa melalui google form selama 1 minggu. Dalam penelitian tugas akhir ini dapat disimpulkan bahwa tingkat kepuasan mahasiswa fakultas sastra terhadap kinerja sekretariat fakultas sastra sudah puas. Kata Kunci: tingkat kepuasan, pelayanan sekretariat fakultas. / The purpose of this research is to determine the level of student satisfaction with the services of the secretariat of the faculty of letters at Universitas Kristen Indonesia. The level of satisfaction is seen in terms of facilities, equipment, physical appearance of personnel, responsiveness in helping students, service reliability, providing personal satisfaction to students, service assurance, the ability of officers to build students' trust in the services provided. Data collection methods in this writing are observation and questionnaires or questionnaires. Observations were made to see the performance given by the secretariat of the faculty of letters to students, then to provide an assessment questionnaire to students of the faculty of letters on the satisfaction of secretariat services to students via google form for 1 week. In this final project research, it can be concluded that the level of satisfaction of students of the faculty of letters on the performance of the secretariat of the faculty of letters has been satisfied. Keywords: level of satisfaction, faculty secretariat service

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