Evaluasi Layanan Akademik di Universitas X Dengan Pendekatan Metode Kano

Muhamad Imron Zamzani, Vridayani Anggi Leksono, Fandi Afrizal, Ahmad Jamil


Pendidikan merupakan sektor yang bergerak dibidang jasa. Penggunaan teknologi pada sektor jasa memegang perananan penting dalam memberikan kemudahan dan kecepatan menyelesaian pekerjaan. Pelayanan dengan menggunakan teknologi informasi yang sesuai dengan kebutuhan pengguna (user) akan berkorelasi positif terhadap kepuasan pemakainya. Sehingga pihak jasa khususnya universitas perlu mengetahui pengaruh tingkat kepuasan sistem layanan akademik yang mereka gunakan. Secara umum sarana dan prasarana sistem informasi akademik yang ada di lingkungan universitas meliputi learning management system, pembelajaran jarak jauh, kualitas informasi, kualitas layanan, bidang administrasi umum, bidang sarana dan prasarana. Apabila ada kualitas layanan sistem informasi akademik sesuai harapan, maka akan menciptakan kepuasan bagi para konsumen. Apabila terjadi sebaliknya maka mahasiswa akan kecewa. Menyadari pentingnya hal ini maka dilakukan pengukuran  kualitas layanan akademik, apakah sesuai dengan keinginan mahasiswa atau belum. Berbagai institusi pendidikan di Indonesia pada umumnya, telah melakukan berbagai upaya peningkatan kualitas sistem informasi akademik. Mulai dari pembangunan infrastruktur teknologi informasi dan komunikasi yang sesuai kebutuhan, dan  peningkatan  kualitas layanan dengan menerapkan teknologi yang dapat diandalkan. Kualitas layanan yang dimaksudkan adalah sistem pelayanan pembelajaran jarak jauh, learning management system dan kualitas informasi. Menyadari pentingnya hal ini maka perlu dilakukan pengukuran tingkat kepuasan. Metode kano digunakan untuk mengintegrasikan pengukuran tingkat kepuasan dalam setiap atribut. Selain itu metode Kano digunakan untuk mengidentifikasi kategori kelemahan dan prioritas perbaikan kinerja atribut. Hasil pengukuran tingkat kepuasan menunjukkan kualitas informasi di semua atribut menunjukan kategori One dimentional, pembelajaran jarak jauh menunjukan 8 kategori attractive dan 2 one dimetional. Sedangkan pada learning management system 8 menunjukan kategori one dimentional dan 2 berkategori must be.

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DOI: http://dx.doi.org/10.24014/sitekin.v20i1.19967


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