Analisa Kepuasan Pelanggan Program Studi Berjenjang Diploma IV Sekolah Tinggi Pariwisata Ampta Yogyakarta
DOI:
https://doi.org/10.36276/mws.v6i1.127Keywords:
diploma IV STP AMPTA Yogyakarta, pelanggan, KepuasanAbstract
Berbagai macam upaya dilakukan program studi diploma IV STP AMPTA Yogyakarta untuk meningkatkan pelayanan dan kemudahan kepada pelanggan dengan membangun fasilitas dan infrastrukturnya maupun program-program kurikulumnya. Dengan menempatkan unsur kualitas pelayanan pelanggan sebagai faktor indikator penting, maka hal tersebut dapat meningkatkan kinerja dan daya saing Program Diploma IV STP AMPTA di tengah semakin gencarnya tingkat kompetisi yang terjadi saat ini. Dalam visi dan misi yang diemban STP AMPTA untuk menyelenggarakan proses belajar dan mengajar yang profesional perlu dilakukan analisis sampai sejauh mana pelayanan yang telah diberikan Program Studi Diploma IV STP AMPTA kepada pelanggan. Penelitian ini merupakan suatu penelitian deskriptif, yaitu tipe desain konklusif yang bertujuan untuk mendiskripsikan karakter atau fungsi dari penelitian tentang suatu kelompok . Populasi penelitian ini adalah seluruh alumni Mahasiswa Program Studi Diploma IV STP AMPTA Yogyakarta. Teknik pengambilan sampel dalam penelitian ini menggunakan convinience Sampling, dengan jumlah sampel yang diperoleh sebanyak 26 (dua enam ) responden. Pengumpulan data pada penelitian ini dilakukan dengan wawancara berdasarkan kuesioner dengan alumni wisuda 16 April 2011 sebagai sampel. Analisis Frequency dan Descriptive akan dilakukan untuk menggambarkan gap (kesenjangan) antara kepentingan /ekspektasi dan kinerja/kepuasan pelanggan terhadap kepuasan pelayanan Program Studi Diploma IV STP AMPTA Yogyakarta . Untuk mengetahui tingkat kepuasan pelayanan pelanggan, digunakan Gap Analysis dan Diagram Cartesius.Implikasi dari hasil Diagram Cartesius ini adalah Program Studi perlu meningkatkan kinerja dan pelayanan pada variable yang berada pada Dimensi A karena dimensi ini berada dibawah ekspektasi dan harapan Mahasiswa, dan mengupayakan agar variable bisa mengisi pada Dimensi B dimasa mendatang.Keywords : Kepuasan Pelanggan, gap Analysis, Diagram Cartesius
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