S KOM 1005396 Table of content
DAFTAR ISI
PERNYATAAN .................................................... Error! Bookmark not defined.
KATA PENGANTAR .......................................... Error! Bookmark not defined.
ABSTRAK ............................................................ Error! Bookmark not defined.
ABSTRACT .......................................................... Error! Bookmark not defined.
DAFTAR ISI .......................................................................................................... 1
DAFTAR TABEL ................................................................................................. 4
DAFTAR GAMBAR ............................................................................................. 5
BAB I ..................................................................... Error! Bookmark not defined.
PENDAHULUAN ................................................. Error! Bookmark not defined.
1.1.
Latar Belakang ...................................... Error! Bookmark not defined.
1.2.
Rumusan Masalah ................................. Error! Bookmark not defined.
1.3.
Batasan Masalah.................................... Error! Bookmark not defined.
1.4.
Tujuan Penelitian .................................. Error! Bookmark not defined.
1.5.
Manfaat Penelitian ................................ Error! Bookmark not defined.
1.6.
Sistematika Penulisan ........................... Error! Bookmark not defined.
BAB II ................................................................... Error! Bookmark not defined.
TINJAUAN PUSTAKA ....................................... Error! Bookmark not defined.
2.1.
Hasil Penelitian Terdahulu ................... Error! Bookmark not defined.
2.2.
Pentingnya Pendidikan ......................... Error! Bookmark not defined.
2.3.
Kualitas Jasa .......................................... Error! Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
2.3.1.
Harapan Konsumen ....................... Error! Bookmark not defined.
2.3.2.
Persepsi Konsumen ........................ Error! Bookmark not defined.
2.3.3.
Kepuasan Konsumen ..................... Error! Bookmark not defined.
2.4.
Metode Servise Quality ......................... Error! Bookmark not defined.
2.5.
Metoda Edicuational Quality ............... Error! Bookmark not defined.
2.4.1.
Dimensi-dimensi dalam mengukur Service Quality pada Industri
Pendidikan berdasarkan penelitian sebelumnya ..... Error! Bookmark not
defined.
2.4.2.
Dimensi Eduqual ............................ Error! Bookmark not defined.
2.5.
Teory Fuzzy ............................................ Error! Bookmark not defined.
2.6.
Teori Set Fuzzy....................................... Error! Bookmark not defined.
2.7.
Important Performance Analysis ........... Error! Bookmark not defined.
BAB III .................................................................. Error! Bookmark not defined.
METODOLOGI PENELITIAN ......................... Error! Bookmark not defined.
3.1.
Metode dan Langkah Penelitian .......... Error! Bookmark not defined.
3.1.1.
Studi Pendahuluan ......................... Error! Bookmark not defined.
3.1.2.
Pengumpulan Data ......................... Error! Bookmark not defined.
3.1.3.
Tahap Perancangan ....................... Error! Bookmark not defined.
3.1.4.
Tahap Pengembangan ................... Error! Bookmark not defined.
3.2.
Proses Rekayasa Sistem ........................ Error! Bookmark not defined.
BAB IV .................................................................. Error! Bookmark not defined.
4.1.
Analisis Sistem ....................................... Error! Bookmark not defined.
4.1.1.
Deskripsi Umum Perangkat LunakError! Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
4.2.
Data Kuesioner ...................................... Error! Bookmark not defined.
4.3.
Perancangan Perangkat Lunak ........... Error! Bookmark not defined.
4.3.1.
Perancangan Data .......................... Error! Bookmark not defined.
4.3.2.
Perancangan Antarmuka Perangkat LunakError! Bookmark not
defined.
4.4.
Implementasi Perangkat Lunak........... Error! Bookmark not defined.
4.4.1.
Spesifikasi User............................... Error! Bookmark not defined.
4.4.2.
Implementasi Antarmuka ............. Error! Bookmark not defined.
4.5.
Tahap Pengujian.................................... Error! Bookmark not defined.
4.5.1.
Nilai Persepsi .................................. Error! Bookmark not defined.
4.5.2.
Nilai Ekspektasi .............................. Error! Bookmark not defined.
4.5.3.
Nilai Berdasarkan Dimensi Educational QualityError! Bookmark
not defined.
4.5.4.
4.6.
Important Performance Analysis ... Error! Bookmark not defined.
Analisis Hasil Pengujian ....................... Error! Bookmark not defined.
BAB V.................................................................... Error! Bookmark not defined.
5.1.
Kesimpulan ............................................ Error! Bookmark not defined.
5.2.
Saran ....................................................... Error! Bookmark not defined.
DAFTAR PUSTAKA .......................................................................................... 80
LAMPIRAN
RIWAYAT HIDUP
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
DAFTAR TABEL
Tabel 1.1 Hasil Evaluasi Pembelajaran Dosen ..................................................... 4
Tabel 1.2 Hasil AMI 20 Prodi S1 terbaik UPI tahun 2011-2013 .......................... 6
Tabel 2.1 Perbandingan Dimensi Servqual dengan Eduqual Error! Bookmark not
defined.
Tabel 4.1 Nilai Persepsi Dimensi Administrasi ..... Error! Bookmark not defined.
Tabel 4.2 Nilai Persepsi Dimensi Pengajaran ........ Error! Bookmark not defined.
Tabel 4.3 Nilai Persepsi Dimensi Sarana Prasarana Bagian Ruang Kelas .... Error!
Bookmark not defined.
Tabel 4.4 Nilai Persepsi Dimensi Prasarana Bagian LaboratoriumError! Bookmark
not defined.
Tabel 4.5 Nilai Persepsi Dimensi Sarana Prasarana Bagian Perpustakaan .... Error!
Bookmark not defined.
Tabel 4.6 Nilai Persepsi Dimensi Sarana Prasarana Bagian ToiletError! Bookmark
not defined.
Tabel 4.7 Nilai Persepsi Dimensi Sarana Prasarana Bagian Sarana Publik ... Error!
Bookmark not defined.
Tabel 4.8 Nilai Ekspektasi Dimensi Administrasi . Error! Bookmark not defined.
Tabel 4.9 Nilai Ekspektasi Dimensi Pengajaran .... Error! Bookmark not defined.
Tabel 4.10 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian Ruang KelasError!
Bookmark not defined.
Tabel 4.11 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian LaboratoriumError!
Bookmark not defined.
Tabel 4.12 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian PerpustakaanError!
Bookmark not defined.
Tabel 4.13 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian Toilet ......... Error!
Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
Tabel 4.14 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian Sarana PublikError!
Bookmark not defined.
Tabel 4.15 Nilai Setiap Dimensi Educational QualityError! Bookmark not defined.
Tabel 4. 16 Nilai Mean Persepsi dan Ekspektasi Dimensi EduqualError! Bookmark
not defined.
Tabel 5.1 Hasil Penilaian Persepsi, Ekspektasi dan Gap Responden ............ Error!
Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
DAFTAR GAMBAR
Gambar 1.1 Hasil AMI Prodi di FPMIPA UPI (S-1) ............................................ 5
Gambar 2. 1 Importance Performance Matrix ....... Error! Bookmark not defined.
Gambar 2. 2 Diagram Kartesius ............................. Error! Bookmark not defined.
Gambar 3.1 Langkah-langkah Penelitian ............... Error! Bookmark not defined.
Gambar 4.1 General Layout Design....................... Error! Bookmark not defined.
Gambar 4. 2 Report Layout Design ....................... Error! Bookmark not defined.
Gambar 4. 3 Kuesioner Layout Design .................. Error! Bookmark not defined.
Gambar 4. 4 Halaman Login .................................. Error! Bookmark not defined.
Gambar 4. 5 Halaman Home .................................. Error! Bookmark not defined.
Gambar 4. 6 Halaman Data User ........................... Error! Bookmark not defined.
Gambar 4. 7 Halaman Data Soal ............................ Error! Bookmark not defined.
Gambar 4. 8 Halaman Dimensi Eduqual................ Error! Bookmark not defined.
Gambar 4. 9 Halaman Evaluasi .............................. Error! Bookmark not defined.
Gambar 4. 10 Halaman Report............................... Error! Bookmark not defined.
Gambar 4. 11 Halaman Enter Data User ................ Error! Bookmark not defined.
Gambar 4. 12 Halaman Kuesioner ......................... Error! Bookmark not defined.
Gambar 4. 13 Diagram IPA Kriteria ...................... Error! Bookmark not defined.
Gambar 4. 14 Diagram IPA Dimensi Eduqual....... Error! Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
PERNYATAAN .................................................... Error! Bookmark not defined.
KATA PENGANTAR .......................................... Error! Bookmark not defined.
ABSTRAK ............................................................ Error! Bookmark not defined.
ABSTRACT .......................................................... Error! Bookmark not defined.
DAFTAR ISI .......................................................................................................... 1
DAFTAR TABEL ................................................................................................. 4
DAFTAR GAMBAR ............................................................................................. 5
BAB I ..................................................................... Error! Bookmark not defined.
PENDAHULUAN ................................................. Error! Bookmark not defined.
1.1.
Latar Belakang ...................................... Error! Bookmark not defined.
1.2.
Rumusan Masalah ................................. Error! Bookmark not defined.
1.3.
Batasan Masalah.................................... Error! Bookmark not defined.
1.4.
Tujuan Penelitian .................................. Error! Bookmark not defined.
1.5.
Manfaat Penelitian ................................ Error! Bookmark not defined.
1.6.
Sistematika Penulisan ........................... Error! Bookmark not defined.
BAB II ................................................................... Error! Bookmark not defined.
TINJAUAN PUSTAKA ....................................... Error! Bookmark not defined.
2.1.
Hasil Penelitian Terdahulu ................... Error! Bookmark not defined.
2.2.
Pentingnya Pendidikan ......................... Error! Bookmark not defined.
2.3.
Kualitas Jasa .......................................... Error! Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
2.3.1.
Harapan Konsumen ....................... Error! Bookmark not defined.
2.3.2.
Persepsi Konsumen ........................ Error! Bookmark not defined.
2.3.3.
Kepuasan Konsumen ..................... Error! Bookmark not defined.
2.4.
Metode Servise Quality ......................... Error! Bookmark not defined.
2.5.
Metoda Edicuational Quality ............... Error! Bookmark not defined.
2.4.1.
Dimensi-dimensi dalam mengukur Service Quality pada Industri
Pendidikan berdasarkan penelitian sebelumnya ..... Error! Bookmark not
defined.
2.4.2.
Dimensi Eduqual ............................ Error! Bookmark not defined.
2.5.
Teory Fuzzy ............................................ Error! Bookmark not defined.
2.6.
Teori Set Fuzzy....................................... Error! Bookmark not defined.
2.7.
Important Performance Analysis ........... Error! Bookmark not defined.
BAB III .................................................................. Error! Bookmark not defined.
METODOLOGI PENELITIAN ......................... Error! Bookmark not defined.
3.1.
Metode dan Langkah Penelitian .......... Error! Bookmark not defined.
3.1.1.
Studi Pendahuluan ......................... Error! Bookmark not defined.
3.1.2.
Pengumpulan Data ......................... Error! Bookmark not defined.
3.1.3.
Tahap Perancangan ....................... Error! Bookmark not defined.
3.1.4.
Tahap Pengembangan ................... Error! Bookmark not defined.
3.2.
Proses Rekayasa Sistem ........................ Error! Bookmark not defined.
BAB IV .................................................................. Error! Bookmark not defined.
4.1.
Analisis Sistem ....................................... Error! Bookmark not defined.
4.1.1.
Deskripsi Umum Perangkat LunakError! Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
4.2.
Data Kuesioner ...................................... Error! Bookmark not defined.
4.3.
Perancangan Perangkat Lunak ........... Error! Bookmark not defined.
4.3.1.
Perancangan Data .......................... Error! Bookmark not defined.
4.3.2.
Perancangan Antarmuka Perangkat LunakError! Bookmark not
defined.
4.4.
Implementasi Perangkat Lunak........... Error! Bookmark not defined.
4.4.1.
Spesifikasi User............................... Error! Bookmark not defined.
4.4.2.
Implementasi Antarmuka ............. Error! Bookmark not defined.
4.5.
Tahap Pengujian.................................... Error! Bookmark not defined.
4.5.1.
Nilai Persepsi .................................. Error! Bookmark not defined.
4.5.2.
Nilai Ekspektasi .............................. Error! Bookmark not defined.
4.5.3.
Nilai Berdasarkan Dimensi Educational QualityError! Bookmark
not defined.
4.5.4.
4.6.
Important Performance Analysis ... Error! Bookmark not defined.
Analisis Hasil Pengujian ....................... Error! Bookmark not defined.
BAB V.................................................................... Error! Bookmark not defined.
5.1.
Kesimpulan ............................................ Error! Bookmark not defined.
5.2.
Saran ....................................................... Error! Bookmark not defined.
DAFTAR PUSTAKA .......................................................................................... 80
LAMPIRAN
RIWAYAT HIDUP
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
DAFTAR TABEL
Tabel 1.1 Hasil Evaluasi Pembelajaran Dosen ..................................................... 4
Tabel 1.2 Hasil AMI 20 Prodi S1 terbaik UPI tahun 2011-2013 .......................... 6
Tabel 2.1 Perbandingan Dimensi Servqual dengan Eduqual Error! Bookmark not
defined.
Tabel 4.1 Nilai Persepsi Dimensi Administrasi ..... Error! Bookmark not defined.
Tabel 4.2 Nilai Persepsi Dimensi Pengajaran ........ Error! Bookmark not defined.
Tabel 4.3 Nilai Persepsi Dimensi Sarana Prasarana Bagian Ruang Kelas .... Error!
Bookmark not defined.
Tabel 4.4 Nilai Persepsi Dimensi Prasarana Bagian LaboratoriumError! Bookmark
not defined.
Tabel 4.5 Nilai Persepsi Dimensi Sarana Prasarana Bagian Perpustakaan .... Error!
Bookmark not defined.
Tabel 4.6 Nilai Persepsi Dimensi Sarana Prasarana Bagian ToiletError! Bookmark
not defined.
Tabel 4.7 Nilai Persepsi Dimensi Sarana Prasarana Bagian Sarana Publik ... Error!
Bookmark not defined.
Tabel 4.8 Nilai Ekspektasi Dimensi Administrasi . Error! Bookmark not defined.
Tabel 4.9 Nilai Ekspektasi Dimensi Pengajaran .... Error! Bookmark not defined.
Tabel 4.10 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian Ruang KelasError!
Bookmark not defined.
Tabel 4.11 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian LaboratoriumError!
Bookmark not defined.
Tabel 4.12 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian PerpustakaanError!
Bookmark not defined.
Tabel 4.13 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian Toilet ......... Error!
Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
Tabel 4.14 Nilai Ekspektasi Dimensi Sarana Prasarana Bagian Sarana PublikError!
Bookmark not defined.
Tabel 4.15 Nilai Setiap Dimensi Educational QualityError! Bookmark not defined.
Tabel 4. 16 Nilai Mean Persepsi dan Ekspektasi Dimensi EduqualError! Bookmark
not defined.
Tabel 5.1 Hasil Penilaian Persepsi, Ekspektasi dan Gap Responden ............ Error!
Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu
DAFTAR GAMBAR
Gambar 1.1 Hasil AMI Prodi di FPMIPA UPI (S-1) ............................................ 5
Gambar 2. 1 Importance Performance Matrix ....... Error! Bookmark not defined.
Gambar 2. 2 Diagram Kartesius ............................. Error! Bookmark not defined.
Gambar 3.1 Langkah-langkah Penelitian ............... Error! Bookmark not defined.
Gambar 4.1 General Layout Design....................... Error! Bookmark not defined.
Gambar 4. 2 Report Layout Design ....................... Error! Bookmark not defined.
Gambar 4. 3 Kuesioner Layout Design .................. Error! Bookmark not defined.
Gambar 4. 4 Halaman Login .................................. Error! Bookmark not defined.
Gambar 4. 5 Halaman Home .................................. Error! Bookmark not defined.
Gambar 4. 6 Halaman Data User ........................... Error! Bookmark not defined.
Gambar 4. 7 Halaman Data Soal ............................ Error! Bookmark not defined.
Gambar 4. 8 Halaman Dimensi Eduqual................ Error! Bookmark not defined.
Gambar 4. 9 Halaman Evaluasi .............................. Error! Bookmark not defined.
Gambar 4. 10 Halaman Report............................... Error! Bookmark not defined.
Gambar 4. 11 Halaman Enter Data User ................ Error! Bookmark not defined.
Gambar 4. 12 Halaman Kuesioner ......................... Error! Bookmark not defined.
Gambar 4. 13 Diagram IPA Kriteria ...................... Error! Bookmark not defined.
Gambar 4. 14 Diagram IPA Dimensi Eduqual....... Error! Bookmark not defined.
MUHAMAD ADE LUKMANUL HAKIM, 2014
SISTEM PENGUKUR KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN EDUCATIONAL QUALITY
Universitas Pendidikan Indonesia | repository.upi.edu |perpustakaan.upi.edu