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Oct 13, 2025 by windailys.com 97 views

Analysis of Quality of Student Affairs and USU Bureau Services with Servqual and Importance Performance Analysis Methods

Introduction

The Student Affairs and Universities of the University of North Sumatra (USU) play a vital role in providing services to all students. This bureau not only helps students in solving various administrative affairs, such as collecting files, scholarships, and other educational services, but also functions as a link between students and institutions. However, student bureaus often get complaints from students related to the quality of their services. Many students feel that the services they receive do not meet expectations, causing dissatisfaction. This study aims to analyze the quality of the services provided by the USU Student Affairs and Kealumnian Bureau using the Servqual and Importance Performance Analysis methods.

Background

The quality of services provided by the USU Student Affairs and Kealumnian Bureau is a crucial aspect of student satisfaction. The bureau's services are expected to meet the needs and expectations of students, which can impact their academic performance and overall university experience. However, the quality of services can be affected by various factors, including the availability of resources, staff capabilities, and the effectiveness of service delivery. Therefore, it is essential to analyze the quality of services provided by the USU Student Affairs and Kealumnian Bureau to identify areas for improvement.

Methodology

This study used a mixed-methods approach, combining both qualitative and quantitative data collection methods. A total of 355 respondents from the Faculty of Engineering students were selected as the sample population. The researchers used questionnaires and direct interviews as the initial data collection method. The questionnaires were designed to measure the service quality of the USU Student Affairs and Kealumnian Bureau using the Servqual method. The Servqual method consists of five dimensions of service characteristics, namely:

Tangible: Physical evidence, such as the appearance of the bureau's facilities and the quality of equipment used.
Reliability: The ability of the bureau to deliver services on time and meet the needs of students.
Responsiveness: The ability of the bureau to respond to student inquiries and provide assistance in a timely manner.
Assurance: The confidence that students have in the bureau's ability to provide quality services.
Empathy: The ability of the bureau to understand and respond to the needs of students.

The researchers also used the Importance Performance Analysis (IPA) method to determine the area that requires a concentration of improvement from the Student Agency. The IPA method involves analyzing the importance and performance of various attributes of service quality.

Results

The results of the analysis showed that the customer satisfaction index (CSI) for the tangible dimension reached 70.26%, which showed a high level of satisfaction. However, for other dimensions such as reliability, responsiveness, assurance, and empathy, CSI each was only in the range of 61.14% to 63.33%. This figure indicates that students feel quite satisfied, but there is still room for improvement.

Through gap analysis (servqual), researchers also identified five attributes that are not in accordance with user expectations. These attributes are:

P7 (Service Availability): The availability of services provided by the bureau.
P10 (Appropriate Information): The provision of accurate and relevant information to students.
P19 (Ease of Complaints): The ease of filing complaints and resolving issues.
P20 (Awards for Students): The provision of awards and recognition to students.
P22 (Staff Capabilities): The capabilities and qualifications of staff members.

Discussion

The results of this study indicate that the USU Student Affairs and Kealumnian Bureau has provided satisfactory services for several aspects, but there are still deficiencies that need to be fixed immediately to achieve better service standards. The gap analysis (servqual) identified five attributes that require more attention in improvement. These attributes are related to the availability of services, provision of accurate information, ease of complaints, awards for students, and staff capabilities.

The IPA method also played an important role in determining the area that requires a concentration of improvement from the Student Agency. By exploring these attributes, the USU Student Affairs Bureau can develop policy strategies that are more targeted to improve the quality of their services.

Conclusion

In conclusion, although the USU Student Affairs and Dignity Bureau has provided satisfactory services for several aspects, there are still deficiencies that need to be fixed immediately to achieve better service standards. Through the use of servqual and IPA methods, this research not only presents relevant data, but also provides recommendations that can be implemented to increase student satisfaction in the future. With the right improvement steps, it is expected that the Student Affairs Bureau can better meet student expectations and provide more quality services.

Recommendations

Based on the results of this study, the following recommendations are made:

Improve Service Availability: The USU Student Affairs and Kealumnian Bureau should improve the availability of services provided to students.
Provide Accurate Information: The bureau should provide accurate and relevant information to students.
Ease of Complaints: The bureau should make it easier for students to file complaints and resolve issues.
Awards for Students: The bureau should provide awards and recognition to students.
Staff Capabilities: The bureau should ensure that staff members have the necessary capabilities and qualifications to provide quality services.

By implementing these recommendations, the USU Student Affairs and Kealumnian Bureau can improve the quality of their services and increase student satisfaction.
Q&A: Analysis of Quality of Student Affairs and USU Bureau Services with Servqual and Importance Performance Analysis Methods

Q: What is the purpose of this study?

A: The purpose of this study is to analyze the quality of the services provided by the USU Student Affairs and Kealumnian Bureau using the Servqual and Importance Performance Analysis methods.

Q: What are the dimensions of service characteristics used in this study?

A: The dimensions of service characteristics used in this study are:

Tangible: Physical evidence, such as the appearance of the bureau's facilities and the quality of equipment used.
Reliability: The ability of the bureau to deliver services on time and meet the needs of students.
Responsiveness: The ability of the bureau to respond to student inquiries and provide assistance in a timely manner.
Assurance: The confidence that students have in the bureau's ability to provide quality services.
Empathy: The ability of the bureau to understand and respond to the needs of students.

Q: What are the results of the analysis?

A: The results of the analysis showed that the customer satisfaction index (CSI) for the tangible dimension reached 70.26%, which showed a high level of satisfaction. However, for other dimensions such as reliability, responsiveness, assurance, and empathy, CSI each was only in the range of 61.14% to 63.33%.

Q: What are the five attributes that require more attention in improvement?

A: The five attributes that require more attention in improvement are:

P7 (Service Availability): The availability of services provided by the bureau.
P10 (Appropriate Information): The provision of accurate and relevant information to students.
P19 (Ease of Complaints): The ease of filing complaints and resolving issues.
P20 (Awards for Students): The provision of awards and recognition to students.
P22 (Staff Capabilities): The capabilities and qualifications of staff members.

Q: What is the Importance Performance Analysis (IPA) method?

A: The IPA method is a tool used to determine the area that requires a concentration of improvement from the Student Agency. It involves analyzing the importance and performance of various attributes of service quality.

Q: What are the recommendations made by this study?

A: The recommendations made by this study are:

Improve Service Availability: The USU Student Affairs and Kealumnian Bureau should improve the availability of services provided to students.
Provide Accurate Information: The bureau should provide accurate and relevant information to students.
Ease of Complaints: The bureau should make it easier for students to file complaints and resolve issues.
Awards for Students: The bureau should provide awards and recognition to students.
Staff Capabilities: The bureau should ensure that staff members have the necessary capabilities and qualifications to provide quality services.

Q: What are the implications of this study?

A: The implications of this study are that the USU Student Affairs and Kealumnian Bureau should take immediate action to improve the quality of their services. By implementing the recommendations made by this study, the bureau can increase student satisfaction and provide better services to students.

Q: What are the limitations of this study?

A: The limitations of this study are that it only analyzed the quality of services provided by the USU Student Affairs and Kealumnian Bureau and did not consider other factors that may affect student satisfaction. Additionally, the study only used a sample of students from the Faculty of Engineering and may not be representative of all students at the university.

Q: What are the future directions for this study?

A: The future directions for this study are to conduct a more comprehensive analysis of the quality of services provided by the USU Student Affairs and Kealumnian Bureau, including other factors that may affect student satisfaction. Additionally, the study could be replicated at other universities to determine if the findings are generalizable to other institutions.