ANALYSIS OF STUDENT SATISFACTION AND CONCERNS ON ADMINISTRATIVE ACADEMIC SERVICES OPEN UNIVERSITY INDONESIA

  • Asnah Said OPEN UNIVERSITY INDONESIA
  • Irzan Tahar OPEN UNIVERSITY INDONESIA
Keywords: Student Services, Service Satisfaction, Service Concerns, Service Gaps, Open University (OU)

Abstract

Open University, Indonesia is a State University that organizes higher education with Open Distance Learning (ODL) System. The purpose of this research is to get a picture of student's satisfaction and interest in academic administration service of Open University. Which includes services in the field of academic administration are: general service aspects, registration, tutorials, practice, teaching materials, and the conduct of exams. This study aims to examine the relationship between the satisfaction and concerns of Open University students toward these six components. The sample of this study consists of 297 students spread across 23 cities. Sample selection using random sampling. This research method using Survey. To analyze the result data from survey used Importance Performance Analysis (APA) method, which consists of: Quadrant Analysis and Gap Analysis (Gap). Quadrant Analysis to measure the relationship between consumer perception and priority of product / service quality improvement is divided into four parts. Gap Analysis to see the gap between the performances of a variable with the expectation of the consumer against the variable. The Quadrant analysis results are as follows: Quadrant One (Maintain Performance "High Importance & High Performance"). Factors included in quadrant one are considered satisfactory (good and effective) and very important. So it is worth to be maintained. Quadrant Two (Increase Performance "High Importance & Low Performance") Factors that enter in quadrant two considered as very important factor but condition at this time not yet good, so that aspect must be repaired and improved. Quadrant Three (Low Priority "Low Importance & Low Performance") Factors included in quadrant three are considered less good and not so important that they do not need to be prioritized. Simply maintained and adapted to current conditions. Quadrant Four (Tendering Excessive Low Importance & High Performance) Factors included in quadrant
four are considered satisfactory (good) but not very important, so there is no need to allocate too much resources to those factors. Simply maintain and
adjust to the current conditions. The results of the gap analysis of service satisfaction and service interests are as follows: gap values obtained in all
aspects are not too large, still below 0, 50. All aspects of service is considered good. Improvements should be prioritized / started on aspects, completeness of
practical / practicum equipment, quality of tutorial facilities, Online Book Store, application usage, acceptance of teaching materials, and availability of teaching materials at Online Book Store. Because these aspects have relatively large negative gap values from others in this study

Published
2018-12-31