CHAPTER I

INTRODUCTION

A. Introduction

Satisfaction is used as an assessment of the evaluation results between expectations

(perception) and service quality with service quality performance perceived by service
users (consumers/customers). Satisfaction here is individual because each individual has a
different level of satisfaction according to his expectations. Lecturers are service users,
both academic and non-academic services. Although individually lecturers will have their
own level of satisfaction, it is necessary to measure the level of satisfaction in general.

By measuring the general level of satisfaction with the services provided by the
Faculty, an overview of the need for continuous service quality improvement will be
obtained. Maintaining satisfaction needs to be done to maintain positive attitudes of
lecturers as service users while minimizing negative attitudes that can arise as a result of
poor service quality. Padang State University strives to provide good service quality to all
academics. Padang State University's effort to obtain a reference for improving service
quality is to use a survey of lecturer satisfaction with faculty services. The survey results
are used as a benchmark to assess the performance of service quality that has been
attempted and determine follow-up plans to improve service quality.

Monitoring and evaluation is carried out to measure lecturer satisfaction with the
performance of faculty service quality. Monev activities with periodic lecturer
satisfaction surveys are also expected to provide the following benefits:

1. Encouraging the participation of lecturers as users in assessing the performance of

service units.
2. Encouraging service units to improve service quality.
3. Encouraging service units to be innovative in providing services.

B. Monev objective

The Quality Assurance Agency organizes monitoring and evaluation on lecturer

satisfaction with faculty services with the aim of:

1. Measuring the extent to which the implementation of services that have been
carried out by the service work unit.
2. Measuring lecturer satisfaction as a service user.
3. Know the weaknesses or strengths of service quality from each service work unit;
4. As material for determining the follow-up plan for improving service quality
5. As feedback in improving service quality.
C. Target

The target for distributing the Lecturer Satisfaction Questionnaire for Institutional
Services is the Lecturer of the Accounting Study Program, Padang State University.

D. Implementation

Monev on Lecturer Satisfaction with Institutional Services is carried out once a year,
which is carried out by the LPMI monitoring and evaluation team assisted by the Faculty
Quality Control Group (GPMF) and Study Program Quality Control (PMPS).
 CHAPTER II
METHODS OF DATA COLLECTION AND ANALYSIS

A. Monev Activities Method

The method used is by distributing questionnaires to accounting lecturers as

respondents using a purposive sampling method with proportional sampling as follows:

No Faculty Population Sample

1 Accountancy 43 35
Questionnaires were issued by the Internal Quality Assurance Agency which were then
distributed to Lecturers of the Accounting Study Program. Descriptive analysis of the
survey data was carried out to gain perspective on each aspect being measured. Process
data using SPSS for Window

The measurement scale used in this study is 1 to 4. The number "1" indicates
Unsatisfactory, "2" indicates Unsatisfactory, the number "3" indicates Satisfaction, and the
number "4" indicates Very Satisfactory.

B. Data Processing Methods

The data processing method uses the IKM value which is calculated using the
"weighted average value" of each service element. Data processing method The value of
student satisfaction is calculated using the "weighted average value" of each element of
service.

The result value is calculated using the "weighted average value" of each element. The
data processing method is calculated using the "weighted average value" with the
following formula:

Total dari nilai persepsi per Unsur

I ndeks Layanan= × Nilai Penimbang
Total Unsur yang terisi

To facilitate the interpretation of the IKLP assessment, namely 25 – 100, the results of
the assessment are converted to a base value of 25, with the following formula

Indeks Kepu asan terhadap Pelayanan Fakultas ×25

 Table 2.1
Perceived Value, Interval, Conversion Interval Value, Quality, Achievement
Performance

Perceive Interval Convert Interval Value Qualit Service Performance

d Value Value to Percentage y
1 1.00 – 1.75 25.00 – 43.75 D Not satisfactory
2 1.76 – 2.50 43.76 – 62.50 C Less satisfactory
3 2.51 – 3.25 62.51 – 81.25 B Satisfying
4 3.26 – 4.00 81.26 – 100 A Very satisfactory
 CHAPTER III
DESCRIPTION OF MONEV RESULTS

The general description of the results of Monev on lecturer satisfaction from the
existing services is as follows:

From the results of data analysis regarding the expectations and decisions of the
Tangible, Empathy, Reliability, Responsiveness and Assurance dimensions of BAAUK
service quality, the following graph is obtained:

Table 3.1
Results of Service Satisfaction to Students

No Statement Not Less Satisfying Very

satisfactory satisfactory satisfactory
1. Facilities 5% 14.29% 47.14% 33.57%
Aspect
2. Information
Technology
Aspects
5.71% 11.43% 55.24% 27.62%
3. Career Aspect
7% 24% 177% 72%
4. Financial aspect
4% 6% 45% 15%
5. Capability
Aspect
4% 22% 99% 50%
6. Hospitality
Aspect
2% 17% 94% 62%

Data Graph

The graph below shows the percentage (%) of respondents who filled out a
questionnaire about lecturer satisfaction with Faculty Services.
 From Graph 1, it can be seen from the aspect of facilities that the number of
respondents who answered very well was 33.57%, those who answered well were 47.14%,
those who answered sufficient were 14.29%, and those who answered less were 5%.

In the information technology aspect, the number of respondents who answered very
well was 27.62%, those who answered well were 55.24%, those who answered sufficient
were 11.43%, and those who answered less were 5.71%.

In the career aspect, the number of respondents who answered very well was 25.71%,
those who answered well were 63.21%, those who answered sufficient were 8.57%, and
those who answered less were 2.5%.

In the financial aspect, the number of respondents who answered very well was
21.43%, those who answered well were 64.29%, those who answered enough were 8.57%,
and those who answered less were 21.43%.

In the capability aspect, the number of respondents who answered very well was
28.57%, those who answered well were 56.57%, those who answered sufficient were
12.57%, and those who answered less were 2.29%.

In the hospitality aspect, the number of respondents who answered very well was
35.43%, those who answered well were 53.71%, those who answered sufficient were
9.71%, and those who answered less were 1.14%.
DATA PROCESSING METHOD

a. Validity test

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measures of Sampling Adequacy. .634

Bartlett's Test of Sphericity approx. Chi-Square 1.459E3

df 351

Sig. .000

In the KMO and Bartlett's Test table above it can be seen that the
KMO Measure of Sampling Adequacy (MSA) is 0.634. This value is included
in the good category so that it can be analyzed further. The KMO and
Bartlett's Test figures (which appear in the Chi-Square value of 1.459 with a
significance value of 0.000 (<0.05). This shows that the data is valid so that
there is a correlation between variables and is feasible for further processing.

b. Reliability Test

Case Processing Summary

N %
Cases Valid 35 100.0
Excludeda 0 ,0
Total 35 100.0
a. Listwise deletion based on all
variables in the procedure.
 The output table above provides information about the number of
samples or respondents (N) analyzed in the SPSS program, namely N as many
as 35 people. Because there is no blank data (in the sense that all the
respondents' answers are filled in), the valid number is 100%.

Reliability Statistics

Cronbach's Alpha
Cronbach's Based on
Alpha Standardized Items N of Items

.979 .979 27

From the output table above, it is known that the N of Items (number
of items or questionnaire items) are 27 items with a Cronbach's Alpha value of
0.979. This figure indicates that the value of Cronbach's Alpha is 0.979 > 0.60,
so as the basis for decision making in the reliability test above, it can be
concluded that the 27 items or all items of the questionnaire for the variable
“Questionary for Lecturer Satisfaction in Faculty Services” are reliable.
 The output table above provides an overview of the statistical values for the 27
questionnaire question items. In the "Cronbach's Alpha if Item Deleted" column, it is
known that the Cronbach's Alpha value for the 27 question items is >0.50, so it can be
concluded that the 27 questionnaire question items are reliable.

Element Indicator / Statement Element Value

1 Availability of work space

2 Management of facilities and infrastructure

Facility
3 Adequacy and accessibility of educational facilities

4 Infrastructure adequacy and accessibility

1 Accessibility to academic and non-academic information

Informatio
n 2 IT-based service quality

technology
3 Adequacy and accessibility of ICT facilities

Career 1 Personnel planning systems and mechanisms

2 Personnel recruitment system and mechanism

 3 Staffing selection system and mechanism

4 Staffing system and mechanism

5 Employee retention systems and mechanisms

6 System and mechanism for employee termination

7 Employee pension system and mechanism

8 Dissemination of personnel management system

1 Availability of budget for academic activities

Finance
2 Distribution of academic budgets

1 Personnel development systems and mechanisms

2 Personnel development activities

Capability 3 Reward and punishment scheme

4 Capability of financial management staff

5 Capability of facility and infrastructure management staff

1 Ease of office administration services

2 Punctuality in office administration services

hospitality 3 Work environment climate

4 The speed of response of financial management staff

5 The speed of response of staff managing facilities and infrastructure

 CHAPTER IV
CONCLUSIONS AND RECOMMENDATIONS

A. Conclusion

The monitoring and evaluation report regarding lecturer satisfaction with faculty
services for the 2022/2023 academic year that has been presented above certainly still has
some deficiencies, and as part of a continuous quality assurance cycle, improvements will
continue to be made in the coming year

B. Suggestion
1. To achieve excellent service, it is recommended for officers in each service unit to
be able to improve service according to the existing parameters in each dimension.
2. With excellent service quality, lecturers and the academic community will feel
very satisfied with the quality of this service and will have an impact on lecturer
loyalty to our institution.
Tabulation

P P P P P P P P P P P P P P P
P P P P P P Q Q Q 1 1 Q 1 1 1 Q Q 1 1 2 2 2 2 2 2 2 2
1 2 3 4 5 6 7 8 9 0 1 12 3 4 5 16 17 8 9 0 1 2 3 4 5 6 7
3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
4 3 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 3 4 4 4
3 4 4 3 4 3 3 4 3 4 4 4 4 4 3 4 3 4 4 4 4 3 4 4 4 4 4
3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
2 3 2 3 3 3 2 2 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
3 2 2 3 3 3 3 3 4 4 3 3 3 3 2 3 3 3 3 3 3 3 4 3 3 3 3
2 2 2 2 2 2 2 3 3 3 2 2 2 3 2 2 2 2 2 2 2 2 3 3 2 2 2
3 3 3 3 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 2 3 3 3 3 3 3 3
3 3 3 3 3 4 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
4 4 4 4 4 4 4 3 3 3 2 3 3 3 3 3 3 2 3 3 3 3 4 4 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4
2 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
1 1 3 1 1 1 1 1 1 1 1 1 1 3 1 1 1 1 1 1 4 3 2 1 1 4 3
3 3 3 3 2 3 3 2 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3
4 3 3 3 4 3 3 3 3 3 3 4 3 4 3 4 3 4 3 3 4 4 4 4 3 3 3
4 3 3 4 3 3 3 3 3 3 3 3 4 4 3 3 3 3 3 3 4 4 4 4 3 4 4
4 4 4 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 4 3 4 4 4 4 3 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4
4 3 3 3 3 3 3 3 3 3 4 3 3 4 4 4 4 4 4 4 4 4 3 3 3 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4
3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
4 3 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 3 3 3
2 1 2 2 3 3 2 4 3 3 3 3 3 4 3 3 3 3 4 3 2 2 4 3 2 4 2
3 3 2 3 3 3 2 2 2 3 3 2 3 3 2 3 2 3 2 3 3 3 3 2 3 3 3
2 1 1 1 1 1 1 2 3 3 2 2 3 3 3 1 1 2 3 1 2 2 3 2 2 2 2
4 4 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3
4 4 3 3 4 3 3 3 3 4 3 3 3 4 3 3 3 3 3 2 3 3 4 3 4 4 4
2 2 2 3 2 2 2 3 3 3 2 2 3 3 2 3 2 2 3 2 3 3 3 2 3 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4
2 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 2 3 3 3 3 3 4 3 2 3
3 2 3 2 3 3 2 3 3 3 2 3 2 3 2 2 2 3 2 2 3 2 2 2 3 2 2
3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 3 3 2 3 2 3 3 3 3 3 3 3