ANALISIS KEPUASAN MAHASISWA TERHADAP KUALITAS PELAYANAN TENAGA ADMINISTRATIF DI FAKULTAS FARMASI UNIVERSITAS AHMAD DAHLAN YOGYAKARTA

Ana Hidayati, Achmad Fudholi, Sumarni Sumarni

Abstract


Student satisfaction measurement has been done with populatif observation and data collected
prospectively at the fourth level students of the Faculty of Pharmacy Ahmad Dahlan University. The
purpose this study to describe and determine student satisfaction ratings gap that arises from servqual.
The results obtained indicate generally that the service element in the Faculty of Pharmacy is namely
employees has not given in accordance with the expectations of student performance is characterized
by a range of values of each gap there is nothing close to the ideal of zero (0). Gap values of
employees in the education ministry on Tangible dimensions with a gap value -0,90, Reliability with
the gap value -0,90, Assurance gap value -0,90, Empathy with the gap value -1,10 and
Responsiveness to the value gap -1,10 . While the reliability of the employee dimension into the first
rank and dimensions of responsiveness on the faculty is considered the most excellent service to
students.


Keywords


satisfaction; servqual; Faculty of Pharmacy

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DOI: http://dx.doi.org/10.12928/pharmaciana.v4i1.399

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Copyright (c) 2021 Ana Hidayati, Achmad Fudholi, Sumarni Sumarni

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Pharmaciana
ISSN Print: 2088-4559 | ISSN Online: 2477-0256
Website: http://journal.uad.ac.id/index.php/PHARMACIANA
Office: Faculty of  Pharmacy, Universitas Ahmad Dahlan
Jl. Prof. Dr. Soepomo, S.H., Janturan, Warungboto, Umbulharjo, Yogyakarta, Indonesia
Kode pos 55164
Email: pharmaciana@pharm.uad.ac.id