Perpustakaan Terpadu

Kepuasan merupakan tingkat emosi seseorang setelah membandingkan kinerja yang dirasakan relatif terhadap harapannya. Agar santri puas dengan pelayanan makanan di pondok pesantren sangat dipengaruhi oleh persepsi santri terhadap kinerja pondok pesantren untuk menyajikan makanan. Pelayanan tidak berwujud dan kualitas teknis suatu layanan tidak selalu dapat ditentukan secara akurat, santri mencoba menilai kualitas layanan berdasarkan emosi, yaitu atribut yang mewakili kualitas proses dan kualitas layanan yaitu Reliability (keandalan), Responsiveness (ketanggapan), Assurance (jaminan), Empaty (empati), Tangibles (bukti langsung). Tujuan kajian ini adalah mengetahui tingkat kepuasan berdasarkan metode Customer Satisfaction Index (CSI) dan harapan setiap atribut berdasarkan metode Importance Performance Analysis (IPA). Penelitian ini menggunakan metode teknik Non Probability Sampling dengan jenis Convenience Sampling. Jumlah sampel penelitian sebanyak 52 responden santri putri kelas 11 dan 12 di salah satu Pondok Pesantren di Kabupaten Sidoarjo. Hasil penelitian menunjukkan bahwa tingkat kepuasan santri secara menyeluruh berdasarkan CSI sebesar 76,91% yang terletak pada rentang nilai 0,66 – 0,80 yang menunjukkan bahwa indeks kepuasan santri adalah “Puas”. Sedangkan hasil dari analisis kualitas mutu pelayanan dengan metode IPA secara menyeluruh diperoleh hasil bahwa terdapat atribut yang masuk ke dalam kuadran I yaitu atribut X.5 dan X.10 yang mana perlu dilakukan perbaikan sebagai prioritas utama.

Satisfaction is a person's emotional level after comparing the perceived performance relative to his expectations. So that students are satisfied with the food service at the boarding school is strongly influenced by the students' perceptions of the performance of the boarding school to serve food. Services are intangible and the technical quality of a service cannot always be determined accurately, students try to assess service quality based on emotions, namely attributes that represent process quality and service quality, namely Reliability, Responsiveness, Assurance, Empathy, Tangibles, and Direct evidence. The purpose of this study is to determine the level of satisfaction based on the Customer Satisfaction Index (CSI) method and the expectations of each attribute based on the Importance Performance Analysis (IPA) method. This study uses the Non Probability Sampling technique method with the Convenience Sampling type. The number of research samples was 52 respondents of 11th and 12th grade female students at one of the Islamic Boarding Schools in Sidoarjo Regency. The results showed that the overall level of student satisfaction based on CSI was 76.91% which lies in the value range of 0.66 - 0.80 which indicates that the student satisfaction index is "Satisfied". While the results of the analysis of service quality quality with the IPA method as a whole obtained the results that there are attributes that fall into quadrant I, namely attributes X.5 and X.10 which need to be improved as follows