Analisis Kepuasan Taruna Atas Pelayanan Di Sekolah Tinggi Ilmu Pelayaran Jakarta Tahun 2016

Abstract

Nowadays, the competition amongst universities are getting strict, many universities especially Maritime Higher Institute that involved in fulfil needs and desires of cadets lead them to put cadets satisfaction on their orientation as main goal, so that a lot or parties concerned with the satisfaction and dissatisfaction of cadets in Maritime Higher Institute. The aim of this research is to know the response of STIP cadets with the service of STIP itself and to know things that affect the satisfaction and dissatisfaction of STIP cadets. Descriptive analysis is used to analyse the level of expectation and performance presented with Cartesian diagram. In general, the performance of STIP is unsatisfied from the cadets expectation, with the level of conformity is 94.91% less than 100%. The highest point of {3.81) is given by the cadets to the "facilities of simulators and labs", while the lowest point is (3.43) to the “STIP awareness of the needs of cadets". The highest point of conformity, 98.67%, is given on "the hygiene of educational environment", while the lowest level of conformily, 89.44%,is given on "STIP awareness the the needs of cadets" and the sequence of conformity from the highest to the lowest arc aspects of Physical Evidence (97.41 %), reliability (95.66%), security (93.90%), reactivity (93,33), and empathy (92.84%). The results analysis or the Importance Performance (Cartesian Diagram) attributes that are included in each of the quadrants as follows: Quadrant A (attribute 29, 16, 18, 15, 21 , and 28}, Quadrant B (attributes 38, 34, 39, 4, 37, 36, 9, 20, 10, 3, 26 and 19); Quadrant C (attribute 5, 11 , 6, 27, 12, 13, 7, 22, 14, 23, 24, 17, 25, and 30); and Quadrant D (32, 1, 33, 35, 2, 31, and 8).