Analisis Indeks Kepuasan Mahasiswa Pada Biro Administrasi, Keuangan, Perencanaan Dan Informasi (BAKPI) Universitas Kutai Kartanegara
The problem of that the researchers observed at BAKPI University of Kutai Kartanegara was still pretty much a look of discontent of students will be given during this service both in terms of the problem of the Ministry administration and procedures procedures service at BAKPI as a complaint against the procedure that is convoluted, the absence of a settlement period of certainty, the requirement that the lack of transparency, and the attitude of staff BAKPI less responsive.
From the discussion at length on the subject of Community Satisfaction Index (IKM) of the Ministry's Bureau of Administration, finance, planning and information (BAKPI) University of Kutai Kartanegara requirements are in less good and less satisfying students. Visible results of IKM 60.71 value which means the quality of service the Bureau of Administration, finance, planning and information (BAKPI) University of Kutai Kartanegara overall less nice. Of the eight indicators that there are five indicators that still need to be improved terms of service, i.e. the time of service, managing information, managing behavior and the handling of the complaints advice to get good value for less, whereas the rest get aced i.e. procedure of service, type of product and service competence of implementors.
So the hypothesis put forward in the previous chapters, namely "that the level of satisfaction of students against the Ministry's Bureau of Administration, finance, planning and information (BAKPI) University of Kutai Kartanegara was still below expectations". proven accepted.
Keywords: Student Satisfaction
Anonim, 2003, Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 62 Tahun 2003 tentang Pedoman Umum Pelayanan Publik
Anonim, 2003, Keputusan Menteri Pendayagunaan Aparatur Negara Nomor: KEP/25/M.PAN/2/2009 mengenai Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat
Anonim, Keputusan Menteri Pendayagunaan Aparatur Negara Nomor: KEP/16/M.PAN/2/2014 mengenai Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah
Irawan, Handi, 2008, 10 Prinsip Kepuasan Pelanggan, PT. Elex Media Komputindo, Jakarta
Kotler, Philip, 2005, Manajemen Pemasaran II, edisi kesebelas, alih bahasa Benyamin Molan, PT. Gramedia, Jakarta.
Rangkuti, Freddy, 2006, Teknik Mengukur Kepuasan Konsumen, PT. Gramedia Pustaka Utama, Jakarta
Siagian Sondang P, 2009, Manajemen Sumber Daya Manusia, Penerbit BPFE, UGM, Yogyakarta
Suharsimi, Arikunto, 2010, Prosedur Penelitian : Suatu Pendekatan Praktik, Penerbit Rineka Cipta
UU 2 tahun 1989, pasal 16, ayat (1)) tentang Perguruan Tinggi
Pasal 2 Kep.Mendikbud No. 187/U/1998 tugas pokok BAN PT
How to Cite
Copyright (c) 2021 Maulina Hartini, Mawardi Mawardi, Kartina Eka Ningsih
This work is licensed under a Creative Commons Attribution 4.0 International License.