Pendekatan Importance-Performance Analysis: Meningkatkan Kualitas Layanan

Dina Lusianti, Mia Ajeng Alifiana


Service quality even though it is intangible, remains a crucial matter. Likewise with education services. As stipulated in Law Number 20 of 2003 concerning the National Education System and Government Regulation Number 19 of 2005 concerning National Education Standards which states that quality assurance is mandatory both internally and externally. So it is deemed necessary for an educational institution to carry out an analysis the performance staff of administration and the process of teaching and learning activities.

The Muria Kudus University Faculty of Economics and Business as the faculty that has the most number of students in the Muria Kudus University campus also needs to study further how the level of student satisfaction and what concrete steps need to be done to improve the performance of education services.

This study uses Importance-Performance Analysis with the number of respondents as many as 337 students of the Faculty of Economics and Business Muria Kudus registered actively. The expected results of this study were obtained from student satisfaction index numbers and attributes that need to be followed up in an effort to improve the quality of educational services at the University of Muria Kudus Faculty of Economics and Business.





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ISSN 1693-7619 (print) | ISSN 2580-4170 (online)

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