DIMENSIONS OF SERVICE QUALITY ANALYSIS OF POSTGRADUATE GRADUATE SCHOOL OF NUSA CENDANA UNIVERSITY BASED ON THE PERCEPTION OF STUDENTS OF PUBLIC ADMINISTRATION STUDY PROGRAM

Abstract

The situation has prompted the liberalization of university orientation studies on the
managementof thecollege who efekltif and efficient, especially for University High State . Higher education whi
ch in the previous period tended to focus on the technical dimension, needed to reform by providing good
services so as to give satisfaction to students. The research aims to produce outcomes in the form of a measuring
instrument that will be used by the University of Nusa Cendana Kupang, Postgraduate Program to conduct
an assessment on student satisfaction in undergoing lectures. This research was carried out through two stages of
research. The first year aims to 1) Identify the expectations of students when carrying out lectures, so it can be
determined factors of student satisfaction; 2) Conducting a factor analysis to determine the dimensions
of Postgraduate service quality especially public administration study program in the last 3 (three) years i.e.
from 2016 to 2018 in the Undana Postgraduate Program. This research is a research in the first year preceded by
an exploratory method which is then followed by a factor of analysis to classify factors of higher education
service quality based on student perceptions. Based on the service quality measurement model compiled, then a
confirmatory analysis was carried out by testing the model based on the distribution of questionnaires for
a confirmatory analysis.
Keywords: analysis exploratory, confirmatory, service quality