PENJAMINAN MUTU DALAM PELAYANAN KERJA KEPADA MAHASISWA (STUDI KASUS DI UNIVERSITAS PELITA HARAPAN)

TUMPAL HASUDUNGAN HUTAHAEAN, . (2022) PENJAMINAN MUTU DALAM PELAYANAN KERJA KEPADA MAHASISWA (STUDI KASUS DI UNIVERSITAS PELITA HARAPAN). Doktor thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

The main objective to be achieved in this research is to identify and reconstruct the quality assurance model at UPH that focuses on student services. The focus of this research is to investigate the characteristics and practices of quality assurance in services to students at Pelita Harapan University (UPH) in the Karawaci area, Tangerang, Indonesia. These findings are derived from document observations, field observations, and the perspectives of forty-three participants. These participants have contributed to providing information about the practice and characteristics of quality services to students at UPH. The themes that emerged were explored and developed as sources for the findings of the quality assurance model at UPH resulting from the coding, categorization, and data analysis process using the Nvivo software program. The models found are: the success of quality assurance at UPH which focuses on student services, quality services to students at UPH, improving service quality to students at UPH, and improving service quality to students at UPH. The methodology used in this research is Case Study Research which refers to the model of Robert K. Yin. Tujuan utama yang mau dicapai dalam penelitian ini adalah untuk menemukenali dan merekonstruksi pemodelan penjaminan mutu di UPH yang fokus pada pelayanan mahasiswa. Fokus penelitian ini adalah untuk menginvestigasi karakteristik dan praktik-praktik penjaminan mutu dalam pelayanan kepada mahasiswa di Universitas Pelita Harapan (UPH) yang berada di wilayah Karawaci, Tangerang, Indonesia. Temuan ini bersumber dari observasi dokumen, observasi lapangan, dan perspektif para partisipan sebanyak empat puluh tiga nara sumber. Para partisipan ini telah berkontribusi memberikan informasi mengenai praktik dan karakteristik pelayanan berkualitas kepada mahasiswa di UPH. Adapun tema-tema yang muncul didalami dan dikembangkan menjadi sumber temuan model penjaminan mutu di UPH yang dihasilkan dari proses pengkodean, pengkategorian, dan analisis data dengan memakai program software Nvivo. Adapun model yang ditemukan yaitu: keberhasilan penjaminan mutu di UPH yang fokus pada pelayanan mahasiswa, pelayanan berkualitas kepada mahasiswa di UPH, perbaikan kualitas pelayanan kepada mahasiswa di UPH, dan peningkatan kualitas pelayanan kepada mahasiswa di UPH. Metodologi yang dipakai dalam penelitian ini adalah Case Study Research yang mengacu pada model Robert K.Yin.

Item Type: Thesis (Doktor)
Additional Information: 1). Prof. Dr. Bedjo Sujanto, M.Pd ; 2). Dr. Suryadi
Subjects: Manajemen > Pendidikan, Riset Penelitian Bisnis
Divisions: PASCASARJANA > S3 Penelitian Dan Evaluasi Pendidikan
Depositing User: Users 13605 not found.
Date Deposited: 02 Mar 2022 05:06
Last Modified: 02 Mar 2022 05:06
URI: http://repository.unj.ac.id/id/eprint/23067

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