Meningkatkan Kinerja Organisasi pada Sektor Lembaga Pendidikan Tinggi: Analisis Multi Group Dengan PLS-SEM

Zainal - Putra

Abstract


Artikel ini bertujuan untuk menguji pengaruh kepuasan mahasiswa dan kualitas pelayanan terhadap kinerja organisasi pada sektor lembaga pendidikan tinggi. Selain itu, juga menguji pengaruh kualitas pelayanan terhadap kepuasan mahasiswa. Responden penelitian ini sebanyak 331 mahasiswa pada satu perguruan tinggi di Provinsi Aceh. Pengujian hipotesis dilakukan dengan metode structural equation modeling menggunakan software SmartPLS 3.2.9. Untuk membandingkan analisis data berdasarkan karakteristik sampel dengan dua atau lebih data set, maka dilakukan analisis multi group. Kebaruan penelitian ini adalah pengujian kepuasan mahasiswa terhadap kinerja organisasi pada sektor lembaga pendidikan tinggi, di mana hal tersebut sangat jarang mendapat perhatian dari peneliti lainnya. Selain itu, untuk mendapatkan hasil yang maksimal, pengukuran kualitas pelayanan dilakukan dengan cara mengintegrasikan item-item pengukuran yang telah dikembangkan oleh dua peneliti sebelumnya. Hasil penelitian menunjukkan bahwa kepuasan mahasiswa secara langsung berpengaruh positif terhadap kinerja organisasi. Kualitas pelayanan secara langsung berpengaruh positif terhadap kepuasan mahasiswa. Kualitas pelayanan secara langsung berpengaruh positif terhadap kinerja organisasi. Kualitas pelayanan secara tidak langsung berpengaruh positif terhadap kinerja organisasi melalui kepuasan mahasiswa. Hasil analisis multi group juga dibahas dalam penelitian ini.

Kata Kunci: Kepuasan Mahasiswa, Kualitas Pelayanan, Kinerja Organisasi, PLS-SEM.


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DOI: https://doi.org/10.35308/jbkan.v6i1.4385

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