MANAJEMEN MUTU PELAYANAN PENDIDIKAN BERBASIS DIGITAL UNTUK MENINGKATKAN KEPUASAN MAHASISWA DI UNIVERSITAS ALMUSLIM

Rahmawati, - and Johar Permana, - and Yayah Rahyasih, - and Cepi Triatna, - (2025) MANAJEMEN MUTU PELAYANAN PENDIDIKAN BERBASIS DIGITAL UNTUK MENINGKATKAN KEPUASAN MAHASISWA DI UNIVERSITAS ALMUSLIM. S3 thesis, Universitas Pendidikan Indonesia.

Abstract

Kepuasan mahasiswa terhadap pelayanan pendidikan di perguruan tinggi masih rendah, salah satu penyebabnya adalah ketidakmampuan perguruan tinggi dalam melakukan adaptasi digital dalam pelayanannya. Penelitian ini bertujuan untuk merumuskan model hipotetik manajemen mutu pelayanan pendidikan berbasis digital untuk meningkatkan kepuasan mahasiswa di Universitas Almuslim. Metode penelitian yang digunakan adalah exploratory sequential mix methods. Informan dalam penelitian ini berjumlah 25 orang dan sampel penelitian sebanyak 445 orang mahasiswa. Teknik analisis data kualitatif menggunakan NVivo versi 12 kemudian dilanjutkan analisis data secara kuantitatif menggunakan SmartPLS versi 3.0. Hasil penelitian menunjukkan Universitas Almuslim telah menerapkan SPMI meliputi penetapan, pelaksanaan, evaluasi, pengendalian, dan peningkatan. Pelayanan pendidikan di Universitas Almuslim telah terlaksana dengan baik pada aspek komitmen manajemen puncak melalui kepemimpinan transformasional dan transaksional, sistem manajemen sumber daya manusia, sistem teknis, tanggung jawab sosial, servicescapes, kerjasama, budaya pelayanan, sistem informasi dan analisis, benchmarking, peningkatan pelayanan berbasis digital yang berkelanjutan, kepuasan dosen dan tenaga kependidikan dan fokus terhadap mahasiswa. Kepuasan mahasiswa terhadap pelayanan pendidikan di Universitas Almuslim pada aspek service quality (non academic, academic, issue program, understanding, dan tangibles), situational factors, dan personal factors masih perlu ditingkatkan. Manajemen mutu berpengaruh langsung dan signifikan terhadap pelayanan pendidikan berbasis digital. Pelayanan pendidikan berbasis digital berpengaruh positif dan signifikan terhadap kepuasan mahasiswa. Pelayanan pendidikan berbasis digital memediasi pengaruh manajemen mutu terhadap kepuasan mahasiswa. Model hipotetik manajemen mutu pelayanan pendidikan berbasis digital RAHMA ini diharapkan dapat meningkatkan kepuasan mahasiswa di Universitas Almuslim. Rekomendasi dari penelitian ini adalah perlunya menjadikan siklus manajemen mutu pelayanan pendidikan berbasis digital RAHMA sebagai dasar yang membudaya melalui internalisasi dalam seluruh aktivitas layanan pendidikan di perguruan tinggi. Student satisfaction with educational services at universities is still low, one of the causes is the inability of universities to carry out digital adaptation in their services. This research aims to formulate a hypothetical model for quality management of digital-based educational services to increase student satisfaction at Almuslim University. The research method used is exploratory sequential mix methods. The informants in this research were 25 people and the reseach sample was 445 students. Qualitative data analysis techniques used NVivo vesion 12 then continued with quantitative data analysis using SmartPLS version 3.0. The research results show that Almuslim University has implemented SPMI including determination, implementation, evaluation, control, and Improvement. Education services at Almuslim University has been implemented well in the aspect of top management commitment through transformational and transactional leadership, human resource management systems, technical systems, social responsibility, servicescapes, cooperation, service culture, information and analysis systems, benchmarking, digital-based service improvements sustainability, satisfaction of lecturers and education staff and focus on students. Student satisfaction with educational services at Almuslim University in the aspects of service quality (non academic, academic, program issues, understanding, and tangibles), situational factors, and personal factors still need to be improved. Quality management has a direct and significant impact on digital-based education services. Digital-based education services have a positive and significant effect on student satisfaction. Digital-based education services mediate the influence of quality management on student satisfaction. It is hoped that RAHMA’s hypothetical digital-based education service quality management model can increase student satisfaction at Almuslim University. The recommendation from this study is the need to make the RAHMA digital-based education service quality management cycle a cultural basis through internalization in all education service activities in higher education.

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Item Type:	Thesis (S3)
Additional Information:	https://scholar.google.com/citations?user=DmmhlaMAAAAJ&hl=id ID SINTA Dosen pembimbing: Johar Permana: 5991886 Yayah Rahyasih: 5994901 Cepi Triatna: 5978540
Uncontrolled Keywords:	Manajemen Mutu, Pelayanan Pendidikan, Digital, Kepuasan Mahasiswa Quality Management, Education Services, Digital, Student Satisfaction
Subjects:	L Education > L Education (General) L Education > LB Theory and practice of education L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions:	Fakultas Ilmu Pendidikan > Administrasi Pendidikan-S3
Depositing User:	Rahmawati
Date Deposited:	07 Mar 2025 06:44
Last Modified:	10 Mar 2025 03:57
URI:	http://repository.upi.edu/id/eprint/131567

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