Pengukuran Tingkat Kepuasan Mahasiswa Terhadap Layanan Perguruan Tinggi Menggunakan Analytic Network Process: Studi Kasus Universitas Bakrie

摘要

In the higher education sector, student satisfaction is one of key indicators in measuring quality of a college. The level of student satisfaction depends on many factors influencing it, which may varies among colleges. This study , conducted in 2011, measured the student satisfaction of Bakrie University and the level of importance of each influencing factor using Analytic Network Process, a decision support system tool. Analytic Network Process was considered a new tool for this purpose . The re were seven influencing factors identified in th e study. The result showed overall level of student satisfaction of 79.3 %. The most influencing factor was the service quality of academic faculty, while the least influencing factor was the service quality of non-academic staffs. Key word: student satisfaction, customer satisfaction, Analytic Network Process.