Abstract

Abstrak: Penelitian ini bertujuan untuk 1) mengukur besarnya gap antara kenyataan dan harapan mahasiswa terhadap pelayanan pendidikan, 2) menilai tingkat kepuasan mahasiswa terhadap kualitas pelayanan pendidikan dalam lima dimensi SERVQUAL (bukti fisik, keandalan, daya tanggap, jaminan, dan empati), dan 3) menganalisis prioritas perbaikan dari kualitas pelayanan pendidikan di prodi Manajemen Pendidikan Islam Fakultas Tarbiyah dan Keguruan UIN Raden Fatah Palembang. Metode penelitian yang digunakan adalah analisis kesenjangan antara kenyataan dan harapan pelayanan, analisis tingkat kesesuaian kepuasan akan kualitas pelayanan, serta uji beda. Hasil analisis kesenjangan tersebut kemudian dipetakan prioritasnya dalam Importance- Performance Analysis. Hasil penelitian menunjukkan bahwa dari lima dimensi SERVQUAL, mahasiswa puas terhadap kualitas pelayanan pendidikan prodi Manajemen Pendidikan Islam Fakultas Tarbiyah dan Keguruan UIN Raden Fatah Palembang. Dimensi kualitas terbaik adalah kehandalan dan terendah adalah empathy. Sementara atribut dimensi kualitas pelayanan yang memperoleh penilaian kepuasan mahasiswa tertinggi adalah pada atribut dosen dan karyawan berpenampilan menarik dan rapi, sedangkan penilaian terendah pada atribut tersedianya fasilitas parkir yang luas dan rapi.Abstract: This research aims to: 1) measure the size of the gap between reality and expectations of students to an education; 2) assess the level of student satisfaction on the quality of educational services in the dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance and empathy, and 3) Analyze the priority of improvement of the quality of education services in the Department of Islamic Education Management at the Faculty of islamic education and teacher UIN Raden Fatah Palembang. The research methods used is the analysis empirically the gap between reality and expectations of service, analisys level of suitability, satisfaction with the quality of service as well, as different test. Results of the analysis are then mapped priority gaps in the (importance of performance analysis). The results showed that of the five dimensions of SERVQUAL, students are satisfied with the quality of educational services management department of Islamic education and teacher training faculty UIN tarbiyah Raden Fatah Palembang. Best quality dimension is reliability and the lowest is empathy. While the dimensions of service quality attributes that received the highest ratings student satisfaction ratings of faculty and staff are attractive and neat, while the lowest score on the attributes of the availability of parking facilities were spacious and tidy. Keywords: satisfaction of educational services, student