Intan Setyaningrum, Intan (2024) Studi Komparatif Kualitas Pelayanan Akademik Antara School Of Government University Utara Malaysia Dengan Fakultas Ilmu Sosial Dan Ilmu Politik Universitas Muhammadiyah Jakarta Comparative Study of the Academic Services Quality between School of Government Utara Malaysia University and Faculty of Social and Political Sciences Muhammadiyah Jakarta University. Skripsi (S1) thesis, Fisip Universitas Muhammadiyah Jakarta.

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Abstract

ABSTRAK Nama : Intan Setyaningrum Program Studi : Ilmu Administrasi Publik Judul : Studi Komparatif Kualitas Pelayanan Akademik antara School of Government UUM dengan Fakultas Ilmu Sosial dan Ilmu Politik UMJ Dosen Pembimbing : Dr. Izzatusholekha, S.Sos., M.Si. Pelayanan akademik yang berkualitas memiliki peran penting dalam mendukung pengalaman belajar yang efektif bagi mahasiswa dan sebagai media evaluasi pendidikan tinggi. Oleh karena itu, penelitian ini bertujuan untuk membandingkan kualitas pelayanan akademik antara School of Government Universiti Utara Malaysia (SoG UUM) dan Fakultas Ilmu Sosial dan Ilmu Politik Universitas Muhammadiyah Jakarta (Fisip UMJ). Dalam konteks kompetisi global di sektor pendidikan, pemahaman yang mendalam tentang faktor-faktor yang mempengaruhi kualitas pelayanan akademik menjadi krusial bagi kedua institusi. Metode yang digunakan dalam penelitian ini adalah metode deskriptif dengan pendekatan kualitatif. Teknik pengumpulan data dengan observasi, wawancara dan dokumentasi. Teknik analisis data dengan reduksi data, penyajian data dan penarikan kesimpulan. Penelitian ini menggunakan teori kualitas pelayanan menurut Parasuraman, Zeithaml, dan Berry dalam Rianti et al., 2019 dengan 5 indikator tangibles, reliability, responsiveness, assurance dan emphaty. Hasil penelitian pada indikator tangibles terdapat perbedaan fasilitas fisik yang cukup signifikan, SoG UUM lebih unggul terkait fasilitas fisik yang diberikan dari pada Fisip UMJ. Pada indikator reliability Fisip UMJ cenderung lebih unggul karna keterlibatan fakultas yang dapat diandalkan. Pada indikator responsiveness tidak terdapat perbedaan yang signifikan, dimana kedua fakultas sama-sama memberikan daya tanggap yang baik dan responsif. Pada indikator assurance SoG UUM cenderung lebih unggul dengan ketersediaan tenaga pengajar yang bergelar Professor serta Doktor lebih banyak dari pada Fisip UMJ serta dukungan akademik yang bersifat berkelanjutan dan berkesinambungan sebagai bentuk jaminan dalam memberikan pelayanan akademik. Pada indikator emphaty secara umum tidak terdapat perbedaan perlakuan yang diberikan dari masing-masing isntitusi, keduanya sama-sama memberikan kesamarataan akses serta memberikan perhatian yang sama rata sehingga tidak adanya perlakuan khusus berdasarkan latar belakang, perbedaan ras, budaya dan bahasa juga bukan merupakan suatu hambatan yang besar. Kata Kunci : Perbandingan, Kualitas Pelayanan, Akademik. Referensi : 39 Referensi (1990-2024), 15 Buku, 14 Jurnal dan 10 Sumber Internet. ABSTRACT Name : Intan Setyaningrum Courses : Public Administration Science Heading : Comparative Study of the Quality of Academic Services between the School of Government UUM and the Faculty of Social and Political Sciences UMJ Supervisor : Dr. Izzatusholekha, S.Sos., M.Si. Quality academic services have an important role in supporting effective learning experiences for students and as a medium for evaluating higher education. Therefore, this research aims to compare the quality of academic services between the School of Government Universiti Utara Malaysia (SoG UUM) and the Faculty of Social and Political Sciences, Muhammadiyah University Jakarta (Fisip UMJ). In the context of global competition in the education sector, a deep understanding of the factors that influence the quality of academic services is crucial for both institutions. The method used in this research is a descriptive method with a qualitative approach. Data collection techniques using observation, interviews and documentation. Data analysis techniques with data reduction, data presentation and conclusion drawing. This research uses the service quality theory according to Parasuraman, Zeithaml, and Berry in Rianti et al., 2019 with 5 indicators tangibles, reliability, responsiveness, assurance and emphaty. The results of research on tangible indicators show that there are quite significant differences in physical facilities, SoG UUM is superior regarding the physical facilities provided than Fisip UMJ. In terms of reliability indicators, UMJ Faculty of Social and Political Sciences tends to be superior because of reliable faculty involvement. In the responsiveness indicator, there is no significant difference, where both faculties both provide good responsiveness and responsiveness. In terms of assurance indicators, SoG UUM tends to be superior with the availability of teaching staff with more Professor and Doctoral titles than FISIP UMJ as well as ongoing and continuous academic support as a form of guarantee in providing academic services. In terms of the empathy indicator, in general there is no difference in treatment given by each institution, both of them provide equality of access and provide equal attention so that the absence of special treatment based on background, differences in race, culture and language is also not an obstacle. the big one. Keywords : Comparison, Service Quality, Academics. References : 39 References (1990-2024), 15 Books, 14 Journals and 10 Internet Sources.

Item Type:	Thesis (Skripsi (S1))
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Social and Political Sciences > S1 Public Administration Science / Ilmu Administrasi Publik
Depositing User:	EVA AIHULIA
Date Deposited:	06 Jan 2025 04:59
Last Modified:	06 Jan 2025 04:59
URI:	http://repository.umj.ac.id/id/eprint/21935

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