ANALISA KEPUASAN MAHASISWA TERHADAP PELAYANAN AKADEMIK DENGAN PENDEKATAN METODE SERVQUAL DAN QFD ( Studi Kasus Fakultas Teknik Universitas Krisnadwipayana )

Customer satisfaction is the level of one's feelings after comparing the performance of a product or service that he feels with his expectations. In addition the authors also suspect that there are problems that occur at low levels of consumer purchase frequency, unsatisfactory service, because it wants to solve problems to improve service Quality by taking the title "STUDENT SATISFACTION ANALYSIS OF ACADEMIC SERVICES WITH SERVQUAL AND QFD METHODS (Case Study Faculty of Engineering, Krisnadwipayana University).

Data obtained through filling out questionnaires distributed to 350 respondents obtained 33 attributes that are declared valid and reliable processed with SPSS Version 20.00 program on Validity and Reliability. With Servqual model, service quality dimension is divided into 5 namely Reliability, Responsive, Empahty, Assurance and Tangible. Furthermore, the 5 dimensions are translated into each of the detailed attributes for expectation and perception variables that are arranged based on the linkert scale. Based on the results of servqual fifth dimension shows the negative value with the following values Tangible (- 0.6), Empahty (-0.335), Responsivennes (0.235), Assurance (-0.195) and Reliability (-0.08). Based on the relationship between student needs (Customer Needs) and technical characteristics (Technical Response) then obtained a Relative Importance value with a rating of Commitment and consistent rating in the service of RI value of 30%, Providing facilities of RI value of 17%, Service Ethics RI value of 16%, Power quality competent lecturer RI value of 15%, Responding to complaints and following up on RI response rate of 12%, Ease of access to service RI value of 10%