Kepuasan Mahasiswa terhadap Proses Pembelajaran Dosen: Studi Investigasi Menggunakan Teori SERVQUAL
DOI:
https://doi.org/10.31849/v6gf8825Keywords:
Service Quality, Pembelajaran, Kepuasan MahasiswaAbstract
Penelitian ini bertujuan untuk mengevaluasi kualitas layanan pembelajaran dosen pada Program Studi Pendidikan Guru Sekolah Dasar Universitas HKBP Nommensen Pematangsiantar menggunakan pendekatan SERVQUAL. Sampel penelitian terdiri dari 43 mahasiswa yang dipilih secara purposive, dengan data dikumpulkan melalui kuesioner berbasis lima dimensi SERVQUAL: reliability, responsiveness, assurance, empathy, dan tangibles. Analisis dilakukan menggunakan GAP Y untuk mengukur perbedaan antara harapan ideal mahasiswa dan persepsi aktual terhadap layanan pembelajaran. Hasil penelitian menunjukkan bahwa dimensi reliability dan assurance mencapai tingkat kepuasan 97–100%, mencerminkan kekuatan pada struktur perkuliahan, penguasaan materi, konsistensi kehadiran, serta kompetensi dosen dalam menyampaikan materi secara kredibel dan edukatif. Sebaliknya, dimensi responsiveness hanya mencapai kepuasan 51%, sedangkan empathy menunjukkan GAP Y yang signifikan terkait aksesibilitas dosen dan interaksi mahasiswa di luar kelas. Temuan ini menegaskan perlunya strategi perbaikan manajerial dan pedagogis, termasuk pelatihan metode inovatif, pemanfaatan teknologi pendidikan, penerapan student-centered learning, serta optimalisasi diskusi, proyek kolaboratif, dan umpan balik mahasiswa. Implementasi rekomendasi ini diharapkan dapat menutup kesenjangan layanan, meningkatkan kepuasan mahasiswa, serta memperkuat kualitas pengalaman belajar yang responsif, edukatif, dan humanis.
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