ANALISIS KEPUASAN MAHASISWA TERHADAP KUALITAS LAYANAN PENDIDIKAN DENGAN MODEL HEISQUAL DI UNIVERSITAS PEMBANGUNAN NASIONAL VETERAN JAKARTA

Ayang Aisyah Ananda Iqbal, . (2026) ANALISIS KEPUASAN MAHASISWA TERHADAP KUALITAS LAYANAN PENDIDIKAN DENGAN MODEL HEISQUAL DI UNIVERSITAS PEMBANGUNAN NASIONAL VETERAN JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

[img] Text
ABSTRAK.pdf
Download (176kB)
[img] Text
AWAL.pdf
Download (2MB)
[img] Text
BAB 1.pdf
Restricted to Repository UPNVJ Only
Download (331kB)
[img] Text
BAB 2.pdf
Restricted to Repository UPNVJ Only
Download (691kB)
[img] Text
BAB 3.pdf
Restricted to Repository UPNVJ Only
Download (811kB)
[img] Text
BAB 4.pdf
Restricted to Repository UPNVJ Only
Download (2MB)
[img] Text
BAB 5.pdf
Download (194kB)
[img] Text
DAFTAR PUSTAKA.pdf
Download (208kB)
[img] Text
RIWAYAT HIDUP.pdf
Restricted to Repository UPNVJ Only
Download (1MB)
[img] Text
LAMPIRAN.pdf
Restricted to Repository UPNVJ Only
Download (1MB)
[img] Text
HASIL PLAGIARISME.pdf
Restricted to Repository staff only
Download (21MB)
[img] Text
ARTIKEL KI.pdf
Restricted to Repository staff only
Download (573kB)

Abstract

Educational service quality is a key factor influencing student satisfaction in higher education institutions. This study aims to analyze educational service quality using the Higher Education Service Quality (HEISQUAL) model, examine the influence of each HEISQUAL dimension on student satisfaction through Covariance-Based Structural Equation Modeling (CB-SEM), and determine service improvement priorities using Importance–Performance Analysis (IPA). A quantitative approach was employed involving 200 undergraduate students at Universitas Pembangunan Nasional “Veteran” Jakarta (UPNVJ). Data were collected using a questionnaire consisting of 63 HEISQUAL indicators and 7 student satisfaction indicators. Instrument validity was assessed using the Kaiser–Meyer–Olkin (KMO) test, while reliability was evaluated using Cronbach’s Alpha. The results indicate that all HEISQUAL dimensions exhibit negative gap scores between perceived performance and importance. CB-SEM analysis reveals that Teacher’s Profile, Infrastructure and Facilities, Management and Support Staff, and Employment Quality significantly influence student satisfaction, whereas Curriculum, Safety and Security, and Students’ Skills Development do not. IPA identifies ten indicators requiring immediate improvement, particularly those related to teaching quality, educational facilities, administrative services, and university–industry collaboration. These findings provide strategic recommendations for improving educational service quality at UPNVJ.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2210312085] [Pembimbing: Nur Fajriah] [Penguji 1: Mohammad Rachman Waluyo] [Penguji 2: Intan Novita Dewi]
Uncontrolled Keywords: HEISQUAL, educational service quality, student satisfaction, CB-SEM, Importance–Performance Analysis (IPA)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User: AYANG AISYAH ANANDA IQBAL
Date Deposited: 29 Aug 2026 03:18
Last Modified: 29 Aug 2026 03:18
URI: http://repository.upnvj.ac.id/id/eprint/53389

Actions (login required)

View Item View Item