Kinerja Tenaga Kependidikan di Era Digital: Tingkat Kepuasan Mahasiswa terhadap Layanan Akademik Pascasarjana IAIN Curup
DOI:
https://doi.org/10.38035/jmpis.v7i2.7237Keywords:
Kinerja Tenaga Kependidikan, Layanan Akademik, Kepuasan MahasiswaAbstract
Penelitian mixed methods dengan desain sequential explanatory bertujuan untuk menganalisis kepuasan mahasiswa terhadap kinerja tenaga kependidikan Pascasarjana IAIN Curup. Populasi sekaligus menjadi sampel dan informan penelitian adalah mahasiswa Program Doktor Pendidikan Agama Islam Pascasarjana IAIN Curup berjumlah 21 orang. Teknik pengumpulan data menggunakan angket dengan 14 item pernyataan yang valid dan reliabel. Pengumpulan data juga dilakukan melalui wawancara semi-terstruktur. Data kuantitatif dianalisis menggunakan IMB SPSS Statistics 30.0.0, sedangkan data kualitatif dianalisis dengan model analisis data Miles dan Huberman melalui tiga tahap, yaitu reduksi data, penyajian data, dan menarik kesimpulan. Hasil penelitian menunjukkan bahwa tingkat kepuasan mahasiswa terhadap layanan akademik yang diberikan oleh tenaga kependidikan berada pada kategori tinggi dengan nilai rata-rata 3.75. Aspek kepastian atau assurance memiliki tingkat kepuasan sangat tinggi dengan nilai rata-rata 80,95, sedangkan aspek empati atau empathy memperoleh nilai rata-rata paling rendah, yaitu 66,35, dengan tingkat kepuasan sedang. Ada beberapa hal yang menyebabkan mahasiswa memberikan respon positif yaitu mahasiswa merasa terbantu, tenaga kependidikan bersikap responsif, adanya prosedur yang jelas, bersikap ramah serta sigap dalam memberikan pelayanan akademik.
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