Pengembangan model servqual untuk perguruan tinggi (hedqual) dengan metode pls-sem di program studi teknik industri Universitas Pelita Harapan = Development of servqual model for higher eucation (hedqual) using pls-sem method at industrial engineering department UPH

Tjahjadhi, Belinda Faustina (2019) Pengembangan model servqual untuk perguruan tinggi (hedqual) dengan metode pls-sem di program studi teknik industri Universitas Pelita Harapan = Development of servqual model for higher eucation (hedqual) using pls-sem method at industrial engineering department UPH. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Universitas Pelita Harapan (UPH) merupakan salah satu universitas swasta ternama di Indonesia yang terdiri dari beberapa Program Studi, salah satunya adalah Program Studi Teknik Industri (Prodi TI). Dalam mengukur kualitas jasa yang diberikan oleh Prodi TI, telah dilakukan penelitian oleh Sjukur (2010) dan Tampi et al. (2015), namun keduanya tidak membahas mengenai model SERVQUAL di Prodi TI. Tujuan penelitian ini, yaitu membuat model SERVQUAL khusus untuk Prodi TI UPH dan menguji hubungan prediktif antar konstruk dalam model SERVQUAL (HEdQUAL) serta mengetahui bagian yang paling penting dalam kualitas jasa bagi mahasiswa TI UPH. Penelitian oleh Hartono (2008) dan Hartono et al. (2017) menjadi dasar teori penelitian. Metode yang digunakan dalam penelitian ini adalah PLS-SEM dengan program SmartPLS versi 3.2.7. Pengumpulan data dengan melakukan perbandingan dimensi pada penelitian terdahulu mengenai SERVQUAL (didapat 5 dimensi, yaitu Reputation, Tangible, Academics, Non-academic, dan Learning Outcome) dan menyebarkan kuesioner kepada 126 responden, namun hanya 54 responden yang lolos pertanyaan penjaring. Berdasarkan hasil pengujian model, didapat bahwa model modifikasi merupakan model yang lebih cocok untuk Prodi TI UPH daripada model awal dilihat dari nilai R-Square, yaitu 0,873 (Academics), 0,949 (Non-Academics), 0,630 (Student Loyalty), dan 0,795 (Student Satisfaction). Nilai R-Square tersebut cenderung sama atau lebih tinggi daripada model awal sehingga memprediksi konstruk secara lebih baik. Model modifikasi disusun oleh konstruk Academic dan Non-academic sebagai pembentuk konstruk HEdQUAL (Higher Education Quality) dimana kedua konstruk pembentuk tersebut berpengaruh secara signifikan terhadap konstruk HEdQUAL dengan nilai T-Statistics 51,881 dan 134,539. HEdQUAL, Learning Outcome, dan Reputation juga memiliki pengaruh yang signifikan terhadap Student Satisfaction (dengan nilai T-Statistics 3,706; 4,575; dan 2,146). Student Satisfaction memiliki pengaruh terhadap Student Loyalty dengan nilai T-Statistics sebesar 8,160. Hasil consensus menunjukkan tingkat kepentingan tertinggi bagi mahasiswa TI UPH dengan nilai 0,7650 adalah sikap dan minat tulus dosen dalam membantu mahasiswa. / Pelita Harapan University (UPH) is one of the leading private universities in Indonesia that has various study programs, one of which is the Industrial Engineering Study Program. In measuring the quality of services provided by IE Departement, research has been done by Sjukur (2010) and Tampi et al. (2015), but both did not discuss the SERVQUAL model in IE. The purpose of this study is to create a SERVQUAL model for IE at UPH and test the predictive relationship between constructs in the SERVQUAL (HEdQUAL) model and find out the most important part of service quality for IE students. Research by Hartono (2008) and Hartono et al. (2017) becomes the basis of this research. The method used in this study is PLS-SEM using SmartPLS 3.2.7. Data collection is done by comparing dimensions of previous research about SERVQUAL (obtained 5 dimensions, namely Reputation, Tangible, Academics, Non-academic, and Learning Outcome) and distributing questionnaires to 126 respondents, but only 54 respondents passed the screening question. Based on the results of model testing, it was found that the modification model is a model that is more suitable for IE UPH than the initial model which can be seen from the R-Square value, namely 0,873 (Academics), 0,949 (Non-Academics), 0,630 (Student Loyalty) and 0,795 ( Student Satisfaction). These R-Square values tend to be the same or higher than the initial model so that it’s better at predicting constructs. The modification model consists of Academic and Non-academic construct as forming the construct of HEdQUAL (Higher Education Quality) where these two constructs have a significant effect on HEdQUAL with T-Statistics of 51,881 and 134,539. HEdQUAL, Learning Outcome, and Reputation also has a significant influence on Student Satisfaction (T-Statistics values are 3,706; 4,575; and 2,146). Student Satisfaction has an influence on Student Loyalty with T-Statistics of 8,160. The consensus results showed the highest level of importance for IE students with a score of 0,7650 is the attitudes and sincere interests of lecturers in helping students.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Tjahjadhi, Belinda FaustinaNIM00000013407FRANSISKA.BELINDA@YAHOO.COM
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorHartono, NataliaNIDN0323117803UNSPECIFIED
Thesis advisorLaurence, LaurenceNIDN0328077602UNSPECIFIED
Uncontrolled Keywords: higher education ; servqual ; structural equation modeling (SEM), smartpls
Subjects: T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Science and Technology > Industrial Engineering
Current > Faculty/School - UPH Karawaci > Faculty of Science and Technology > Industrial Engineering
Depositing User: Ms Hamardiati Saptarini
Date Deposited: 15 May 2020 05:41
Last Modified: 10 Jul 2020 07:07
URI: http://repository.uph.edu/id/eprint/8576

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