Analisis Kepuasan Layanan Pendidikan Tinggi Keagamaan Buddha di Jawa Tengah
Manggala Wiriya Tantra, STABN Raden Wijaya, Indonesia
Hariyanto Hariyanto, STABN Raden Wijaya, Indonesia
Abstract
Perguruan Tinggi Keagamaan Buddha (PTKB) di Jawa Tengah memiliki peran penting dalam menyediakan pendidikan berkualitas untuk umat Buddha. Penelitian ini mengevaluasi kualitas layanan pendidikan PTKB menggunakan kerangka SERVQUAL, yang mencakup lima dimensi: tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian dilakukan melalui pendekatan kualitatif dengan wawancara mendalam terhadap 15 responden, termasuk pimpinan, dosen, mahasiswa, dan perwakilan masyarakat Buddha, serta analisis dokumen pendukung. Hasil penelitian menunjukkan bahwa kualitas layanan pendidikan masih memerlukan peningkatan, khususnya pada dimensi tangibles dan responsiveness. Informasi layanan belum sepenuhnya tersampaikan secara komprehensif, sehingga mengurangi daya tarik PTKB bagi calon mahasiswa. Inovasi dalam penyebaran informasi melalui media digital sangat diperlukan untuk meningkatkan aksesibilitas dan daya saing lembaga. Layanan pendidikan yang berkualitas berdampak positif terhadap reputasi PTKB, kepuasan pelanggan, dan jumlah mahasiswa baru. Penelitian ini merekomendasikan peningkatan fasilitas fisik, pengembangan sistem layanan berbasis digital, dan strategi komunikasi yang lebih luas untuk memperkuat peran PTKB dalam menyediakan pendidikan yang inklusif dan bermutu.
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DOI: https://doi.org/10.21831/foundasia.v15i2.77443
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