RANCANGAN KEBIJAKAN PENINGKATAN KUALITAS PELAYANAN ADMINISTRASI AKADEMIK DENGAN METODE IMPORTANT PERFORMANCE ANALYSIS (IPA) PADA JURUSAN TEKNIK MESIN POLITEKNIK NEGERI UJUNG PANDANG

Abstract

This research is aimed to formulate a policy design to improve the quality of academic administrative services
of Mechanical Engineering Department at State Polytechnic of Ujung Pandang, performed by identifying service
elements that need improvement. Implementation of the policy is expected to be beneficial to improve learning and
teaching process that will in turn improve alumna quality. Research data was collected by distributing questionnaires,
processed, and analyzed using Importance Performance Analysis (IPA) method to identify service elements that need
improvement. Mapping was done using Cartesian diagram to clarify the priority. Measurement of satisfaction index was
also done to find out the service quality. This research resulted in a policy recommendation on improving service quality
in terms of: correspondence services; delivery of exam schedules and other information related to the teaching and
learning process; responsive attitude in helping students if there are problems concerning the exam schedule and the
teaching and learning process.