Desain Instrumen Evaluasi Dan Pengukuran Kepuasan Pengguna Terhadap Keuangan Dan Sarana Prasarana Di Universitas Muhammadiyah Surakarta

Indonesian tertiary institutions need to improve quality in order to be able to compete and prove their quality. The government's efforts to improve the quality of higher education through BAN-PT by establishing nine new accreditation criteria that are oriented towards outputs and outcomes. UMS needs to make adjustments to deal with the latest accreditation instruments by making user satisfaction measurement instruments based on nine accreditation criteria. This study aims to design instruments and measure user satisfaction with finance and infrastructure at UMS. The method used in this study is SERVQUAL with five dimensions of service quality to measure service quality at the Biro Keuangan (BKU), Biro Administrasi Umum (BAU), Biro Teknologi Informasi (BTI), libraries and PESMA. The results of this study are the establishment of an evaluation instrument and measurement of user satisfaction that is valid and reliable. The results of measurements of user satisfaction with BKU, BAU, BTI, library and PESMA services respectively have a gap of -0,556, -1,905, -1,311. -0,583 and -0,495. The negative gap value indicates that the services provided have not been able to meet user expectations so it needs to be done to improve service quality