Integrasi Metode Service Design untuk Menciptakan Metode Pengukuran Layanan yang student-centered pada Perguruan Tinggi
DOI:
https://doi.org/10.55681/armada.v4i6.2754Keywords:
Service Design, HEdPERF, HESQUAL, Kualitas LayananAbstract
Perguruan tinggi swasta di Indonesia perlu meningkatkan kualitas layanan agar tetap relevan dan kompetitif, namun banyak institusi masih mengandalkan survei dasar yang belum sepenuhnya melibatkan mahasiswa dalam proses pengukuran. Penelitian ini bertujuan mengintegrasikan komponen Service Design ke dalam HEdPERF dan HESQUAL untuk mengembangkan model pengukuran kualitas layanan yang lebih berpusat pada mahasiswa. Service Design digunakan sebagai masukan dalam pengembangan dan penyempurnaan instrumen pengukuran kualitas layanan berbasis HEdPERF dan HESQUAL. Kedua survei diterapkan pada salah satu perguruan tinggi swasta dan didukung oleh analisis student pain point serta User Journey Mapping. Hasil penelitian menunjukkan bahwa integrasi Service Design dengan HEdPERF menghasilkan instrumen yang lebih valid dan saling melengkapi. Penggunaan fasilitas kampus muncul sebagai masalah utama mahasiswa dengan intensitas emosi tinggi dan selaras dengan item survei terkait fasilitas kampus yang menunjukkan nilai gap di bawah negatif empat. Integrasi ini dapat membantu perguruan tinggi menyusun strategi perbaikan layanan yang lebih akurat, terarah, dan berdampak.
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