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 servicesof Mechanical Engineering Department at State Polytechnic of Ujung Pandang, performed by identifying serviceelements that need improvement. Implementation of the policy is expected to be beneficial to improve learning andteaching 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 needimprovement. Mapping was done using Cartesian diagram to clarify the priority. Measurement of satisfaction index wasalso done to find out the service quality. This research resulted in a policy recommendation on improving service qualityin terms of: correspondence services; delivery of exam schedules and other information related to the teaching andlearning process; responsive attitude in helping students if there are problems concerning the exam schedule and theteaching and learning process.