NILAI INDEKS KEPUASAN PELANGGAN (IKP), INDEKS HARAPAN PELANGGAN (IHP), DAN SELISIHNYA (GAP) HASIL SURVEY KEPUASAN PELANGGAN (SKP) EKSTERNAL LEMBAGA PENGEMBANGAN PEMBELAJARAN DAN PENJAMINAN MUTU (LP3M) TAHUN 2017

Responde n 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43

A

B

C

D

E

KOMPONEN G

F

H

I

J

K

L

IDENTITAS RESPONSDEN

M

34 36 26 46 30 44 45 31 48 32 29 40 39 47 36 38 51 37 45 38 44 36 42 41 30 28 45 31 26 28 29 30 28 27

Jenis Kelamin p l p p L L P L p p p l p p p L P L P P P P L L L L P L p l l p p l

Pend Terakhir s2 s3 s2 s3 S2 S3 S2 S2 S2 S2 S2 S2 S3 S2 s3 S2 S3 S2 S3 S2 S2 S2 S2 S2 S2 S3 S2 S2 S2 s2 s2 S2 s2 s2

40 32

L p

S3 s3

30 28 45 31 29 44 30

L L P L p p l

S2 s2 S2 S2 s2 s3 s2

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

TK

KP

Umur

3 3.3 3.6 3

3 3.6 3.3 2

4 3.5 4 4

4 3.5 3 3

4 3 4 3

4 2 4 2

4 3.6 3.6 2

4 4 3.3 3

3 3.5 4 3.5

3 3 3 2.5

4 4 3 4

4 2 4 3

4 3 4 4

4 4 2 2

4 2 3 4

3 3 3 1

4 3 4 4

4 2 4 4

3 3 4 4

3 3 4 2

3 2 3 2

3 2 4 2

4 3.5 4 2.5

3 3.5 4 1.5

3.5 4 4 1.5

3.5 4 3.5 3

3.6

3.6

4

3

4

3

3.6

3.6

4

3

3

3

3

3

3

3

3

3

3

3

3

3

4

4

3.5

3

4 4 3.6 3.6 3.3 3.6 4 4 4 3 3 3 3.67 3.67 3 3 3.33 3.67 3

2.6 3.6 3.6 3.6 3 3 3 3.6 3.6 3 3 3 3.33 3 3 3 3 3 3

3 4 4 3.5 3 4 4 4 4 4 4 3 4 3 3 4 3 4 3.5

3 3 4 3 3 3 3.5 4 4 3 3 3 3 3 3 3 3 3.5 3

2 3 4 4 4 4 4 4 4 4 4 3 4 4 4 3 4 4 4

4 4 4 3 3 2 4 3 4 3 3 3 3 3 3 3 3 4 3

2.6 4 3 4 4 4 4 4 4 4 3.67 3 4 4 3.67 4 4 3.67 3

3 3.6 3.6 4 3 3.3 4 3.6 3.6 3 3 3 3 3 3 3 3 3 3

3 3.5 4 3.5 3 3.5 4 4 4 4 3 3 4 4 4 4 4 4 3.5

3 3.5 3 3 2.5 3.5 3.5 4 3 3 3 4 3 3.5 3 3 3 3 3.5

3 4 4 3 2 3 4 4 4 4 4 3 4 4 3 3 3 4 3

3 4 3 3 3 4 4 4 3 3 3 3 3 4 3 3 3 3 3

3 4 4 4 3 4 3 4 4 4 4 3 4 4 3 4 3 3.5 3

3 3 3 4 3 3 4 4 3 3 3 3 3 3.5 3 3 3 3 3.5

3 4 4 4 3 4 4 4 4 3 4 3 4 4 3 3 4 3 4

3 3 4 3 3 3 3 4 4 3 3 3 3 3 4 3 3 3 4

3 4 4 3 3 4 3 4 4 4 4 3 4 4 3 3 4 3 4

3 4 3 3 3 4 4 3 4 3 3 4 4 3 4 3 4 3 4

3 4 4 4 3 4 4 4 4 3 3 4 4 4 3 4 3 3 4

3 3 3 3 4 4 4 3 4 3 3 3 3 3 3 3 3 4 3

3 4 4 4 3 4 3 4 4 3 4 3 4 3 4 3 4 3 4

2 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3

3 4 4 4 3 3 4 4 4 3 4 4 3 3 3.5 3 3 3 4

2.5 1.5 4 3 2.5 3 4 3 3 3 3 3 3 3.5 3 3 3.5 3 3

2.5 2 3 4 3 4 4 4 4 3 3 3 4 3.5 3.5 3 3 3.5 3

3 3 3 3 3.5 3 4 2.5 3 3 3 3 3 3 3 3 3 3 3

3.6

3.6

3

3

4

3

3.6

3.6

4

3

3

3

3

3

3

3

3

3

3

3

3

3

4

4

3.5

3

3 4 3.6 4

2.6 3.6 3.6 3

3 4 4 4

3 3 4 3

2 3 4 4

4 4 4 3

2.6 4 3 4

3 3.6 3.6 3

4 4 4 4

3 3.5 3 3

3 4 4 4

3 4 3 3

3 4 4 4

3 3 3 3

3 4 4 4

3 3 4 3

3 4 4 4

3 3 3 3

3 4 4 4

3 3 3 3

4 4 4 4

2 3 3 3

3 4 4 4

2.5 4 4 2.5

2.5 3 3 4

3 3 3 3

4 4

3.5 3

4 4

4 3

4 4

3 3

4 4

3.5 3

3.5 4

3 3

4 4

3 3

4 4

3.5 3

4 4

3 3

4 4

4 3

3 4

4 3

3 4

3 3

3 4

3 3

3 3

3 3.3

3.3 3.3 3.3

3.3 3 3.3

3 4 3

3 3 3

4 4 4

3 4 3

3.6 3 4

3 3.3 3

3 4 3

3 4 3

4 4 4

3 3 3

4 4 4

3 3 3

3 4 3

3 4 3

4 4 4

3 3 4

4 4 3

4 3 3

3 3.5 3

3 4 4

3 4 4

3 3 4

3.5 4 3.5

3.5 3 3.5

4 4 3.6

3.6 3 3.6

3 3.5 3

3 3 3

4 4 4

4 3 3

4 3 3.6

4 2.3 3.6

4 3.5 4

4 3 3

4 3 4

4 4 3

4 3.5 4

4 4 3

4 3 3

4 3 3

4 4 4

4 2 3

4 4 3

3 3 3

4 3 4

4 3 3

3.5 3 4

3.5 4 4

2.5 3 3.5

3 3 3

4 4 4

2.6 3.6 3.6

3 4 4

3 3 4

2 3 4

4 4 4

4 4 3

3 3.6 3.6

3 3.5 4

3 3.5 3

4 4 4

3 4 3

3 4 4

3 3 3

4 4 4

3 3 4

4 4 4

3 3 3

4 4 4

3 3 3

3 4 4

3 3 3

3 4 4

3 3 4

2.5 2 3

3

4 4 4

3 3.6 3

4 4 3.5

3 2.5 3

4 4 4

2 2 4

4 4 4

3 3 4

4 4 4

3 2 4

4 4 3

3 3 3

4 4 4

2 3 3

4 4 4

3 3 3

4 4 4

4 4 3

4 3 4

4 3 3

4 4 4

3 3 3

4 4 4

4 3 3

4 4 4

3 3.5 3

3

44 45 46 47 48 49

4 4 4 4 4 4

3.6 3.3 3.6 3 3 3.6

3 4 4 4 3 3

4 4 4 3.5 2.5 3

4 3 3 4 4 4

3

4

3.3

4

2.5

4

2

4

3

4

3

4

3

4

3

4

3

4

3

4

3.5

3 3 3 3 4

4 4 4 3.3 4

3.6 3.6 3 3 4

4 3.5 4 3 4

3 3.5 3 3 4

4 4 4 3 4

4 4 2 3 4

3 4 4 3 4

4 4 3 3 4

4 4 4 4 4

4 3 2 3 4

4 4 4 4 4

3 3 2 3 4

3 4 4 3 4

3 4 3 3 3

4 3 4 3 4

4 3 3 3 4

3 4 4 3 3.5

3.5 4 2 3 3.5

3.5 3.5 4 3.5 2.5

3 2 2 3 3

3.646 3.217 3.622 3.224 3.694 3.265 3.676 3.322 3.714 3.153 3.653 3.224 3.694 3.173 3.653 3.163 3.755 3.306 3.633 3.184 3.52 3.061 3.602 3.204 3.306 3.069 Rataan Rataan 3.6283 Total TK Rataan 3.1975 Total KP Keterangan: TK: Tingkat Kepentingan, setara dengan indeks harapan pelanggan (IHP) KP: Kualitas Pelayanan, setara dengan indeks kepuasan pelanggan (IKP)

IKP IHP GAP

: : :

79.94 90.71 10.77

47 36 35

p l l

s2 s2 s3

32 32 47

l l L

S2 S2 S3

SKP LP3M Unila External only.pdf

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