FAKTOR-FAKTOR PENENTU KEPUASAN MAHASISWA TERHADAP PELAYANAN FAKULTAS SEBAGAI LEMBAGA PENDIDIKAN

The success of a faculty as a work unit in a university is determined by the quality of the given services than can be measured by the satisfaction of the students as its customers. The measurement of the service quality is an important element to provide better, more efficient and more effective services. This study aims to investigate: (1) determinant factors of the students’ satisfaction of the services in FMIPA Universitas Udayana; and (2) the dominant factor and its characteristics. The data were collected through a questionnaire administered to 160 students of FMIPA Universitas Udayana to investigate their perceptions of the faculty’s services. The data were analyzed using the descriptive technique and the confirmatory factor analysis. The results show that, by percentage, no indicator is in the very good category, only one indicator is in the good category, 9 indicators are in the fairly good category, and 14 indicators are in the poor category. The results indicate that the faculty’s service quality needs improving. The results of the factor analysis show that five determinant factors of the students’ satisfaction include tangibles, reliability, responsiveness, assurance, and empathy. By the priority scale, the reliability factor should be improved first because it is dominant in determining the students’ satisfaction. Quality indicators constituting the reliability factor include (1) staff’s/employees’ professionalism; (2) employees’ sociability; (3) comfortable services; (4) staff’s politeness; (5) clarity of the information given by the staff; and (6) accuracy of the grades in grade cards. Keywords: quality of service, descriptive technique, confirmatory factor analysis, reliabilit