Analisis Pengaruh Kepuasan Mahasiswa Universitas Pelita Harapan terhadap Net Promoter Score = Analysis of the Influence of Pelita Harapan University Student Satisfaction on Net Promoter Score

Sidarta, Indiawan (2022) Analisis Pengaruh Kepuasan Mahasiswa Universitas Pelita Harapan terhadap Net Promoter Score = Analysis of the Influence of Pelita Harapan University Student Satisfaction on Net Promoter Score. Bachelor thesis, Universitas Pelita Harapan.

[thumbnail of Title]
Preview
Text (Title)
Title.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (87kB) | Preview
[thumbnail of Abstract]
Preview
Text (Abstract)
Abstract.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (216kB) | Preview
[thumbnail of ToC]
Preview
Text (ToC)
ToC.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (211kB) | Preview
[thumbnail of Chapter1]
Preview
Text (Chapter1)
Chapter1.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (268kB) | Preview
[thumbnail of Chapter2] Text (Chapter2)
Chapter2.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (522kB)
[thumbnail of Chapter3] Text (Chapter3)
Chapter3.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (561kB)
[thumbnail of Chapter4] Text (Chapter4)
Chapter4.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (1MB)
[thumbnail of Chapter5] Text (Chapter5)
Chapter5.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (217kB)
[thumbnail of Chapter6] Text (Chapter6)
Chapter6.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (109kB)
[thumbnail of Bibliography]
Preview
Text (Bibliography)
Bibliography.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (179kB) | Preview
[thumbnail of Appendices] Text (Appendices)
Appendices.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (670kB)

Abstract

Setiap tahun, 1,8 juta siswa melanjutkan pendidikan mereka di berbagai perguruan tinggi, dan program studi. Studi dari Katadata Insight Center (KIC) dan Aku Pintar pada bulan Maret 2021 menemukan bahwa program studi dengan peminat yang paling tinggi adalah Program Studi Teknik. Meski demikian, diketahui bahwa saat ini Program Studi Teknik Industri (PSTI), dan Program Studi Teknik Elektro (PSTE) Universitas Pelita Harapan (UPH) memiliki jumlah mahasiswa baru yang rendah dari tahun ke tahun. Selain itu menurut survei Net Promoter Score (NPS) yang diadakan UPH, PSTI masuk dalam kategori “detractors” yang berpotensi buruk bagi brand image dari program studi. PSTE termasuk dalam kategori “promoters”, tetapi hal ini tidak cukup untuk meningkatkan jumlah mahasiswa PSTE secara signifikan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh tingkat kepuasan mahasiswa terhadap NPS. Pengumpulan data akan dilakukan melalui studi pustaka, kuesioner, dan melakukan wawancara kepada mahasiswa PSTI dan PSTE. Kuesioner dibentuk berdasarkan lima dimensi Service Quality (Servqual) oleh Parasuraman, Zeuthamil, dan Berry (1985), dan digunakan untuk mengukur tingkat kepuasan mahasiswa PSTI dan PSTE. Jawaban valid yang diperoleh dari PSTI adalah sebanyak 58 sampel, dan dari PSTE sebanyak 19 mahasiswa. Berdasarkan pengolahan data ditemukan bahwa terdapat pengaruh yang signifikan secara simultan antara kepuasan mahasiswa PSTI dengan nilai rata-rata NPS. Secara parsial, dimensi yang berpengaruh adalah dimensi tangibles dengan sumbangan efektif (SE) sebesar 9,87%, dan dimensi responsiveness dengan SE sebesar 25,21%. Untuk PSTE, tidak terdapat pengaruh yang signifikan secara simultan antara kepuasan mahasiswa dengan nilai rata-rata NPS. Secara parsial hanya dimensi tangibles yang berpengaruh dengan SE sebesar 87,51%. / Every year, 1.8 million students continue their education in various colleges and study programs. A study from the Katadata Insight Center (KIC) and Aku Pintar in March 2021 found that the study program with the highest interest was the Engineering Study Program. However, it is known that currently the Industrial Engineering Study Program (IESP) and the Electrical Engineering Study Program (EESP) of Pelita Harapan University (UPH) have a low number of new students from year to year. In addition, according to the Net Promoter Score (NPS) survey conducted by UPH, IESP is included in the "detractors" category which could be bad for the study program's brand image. EESP is included in the “promoters” category, but this is not enough to significantly increase the number of EESP's students. The purpose of this study was to analyze the effect of student satisfaction levels on NPS. Data collection was done through literature studies, questionnaires, and conducting interviews with IESP and EESP students. The questionnaire was formed based on the five dimensions of Service Quality (Servqual) by Parasuraman, Zeuthamil, and Berry (1985), and was used to measure the level of satisfaction of IESP and EESP students. The valid answers obtained from IESP are 58 samples and from EESP as many as 19 students. Based on data processing, it was found that there was a simultaneous significant effect between student satisfaction of EISP and the average NPS score. Partially, the influential dimension is the tangibles dimension with an effective contribution (EC) of 9.87%, and the responsiveness dimension with an EC of 25.21%. For EESP, there is no simultaneous significant effect between student satisfaction and the average NPS score. Partially, only tangibles dimension has an EC of 87.51%.
Item Type: Thesis (Bachelor)
Creators:
Creators
NIM
Email
ORCID
Sidarta, Indiawan
NIM01033180016
indie.sidarta@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Rahayu, Priskila Christine
NIDN0317097404
priskila.christine@uph.edu
Thesis advisor
Jobiliong, Eric
NIDN0323067204
eric.jobiliong@uph.edu
Uncontrolled Keywords: Service quality; Net promoter score; Kepuasan mahasiswa
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: Users 8814 not found.
Date Deposited: 15 Feb 2022 07:56
Last Modified: 15 Feb 2022 07:56
URI: http://repository.uph.edu/id/eprint/46225

Actions (login required)

View Item
View Item