PENGARUH LAYANAN MINAT DAN BAKAT TERHADAP KUALITAS PELAYANAN DENGAN PRESTASI MAHASISWA SEBAGAI VARIABEL MEDIASI PADA PROGRAM STUDI TEKNIK INDUSTRI
DOI:
https://doi.org/10.34125/jmp.v11i4.3297Keywords:
Layanan minat dan bakat, kualitas pelayanan, prestasi mahasiswa, SERVQUAL, PLS-SEMAbstract
Objective: This study examines the effect of interest and talent development services on service quality, with student achievement as a mediating variable in the Industrial Engineering Study Program at Universitas Pamulang. Methods: A quantitative causal survey involved 280 active students selected from a population of 2,920 students. Data were collected using a five-point Likert-scale questionnaire measuring interest and talent development services, student achievement, and SERVQUAL-based service quality. The data were analyzed using Partial Least Squares Structural Equation Modeling with SmartPLS 4. Results: Interest and talent development services positively affected student achievement (β = 0.763; p < 0.001) and service quality (β = 0.434; p < 0.001). Student achievement also positively affected service quality (β = 0.509; p < 0.001) and partially mediated the relationship between interest and talent development services and service quality (β = 0.389; p < 0.001). The model explained 58.2% of the variance in student achievement and 78.4% of the variance in service quality. Novelty: This study integrates interest and talent development services, student achievement, and service quality within one structural model, highlighting the importance of improving service processes while creating opportunities for students to achieve.
References
Abu Rumman, A., & Qawasmeh, R. (2022). The relationship between SERVQUAL dimensions and student satisfaction in higher education. International Journal of Services and Operations Management, 18(3), 162-178. https://doi.org/10.1504/IJSOM.2022.124567
Hakim, M. N., & Iskandar, M. N. (2023). Pengembangan Bakat Dan Minat Dengan Manajemen Peserta Didik. Kharisma: Jurnal Administrasi Dan Manajemen Pendidikan, 2(1), 26-37. https://doi.org/10.59373/kharisma.v2i1.26
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198. https://doi.org/10.1108/17566690910971445
Lena, I. M., Anggraini, I. A., Utami, W. D., & Rahma, S. B. (2020). Analisis minat dan bakat peserta didik terhadap pembelajaran. Terampil: Jurnal Pendidikan dan Pembelajaran Dasar, 7(1), 23-28. https://doi.org/10.24042/terampil.v7i1.5714
Meilani, R., Lestari, D., & Handayani, S. (2022). Perencanaan dan pelaksanaan program ekstrakurikuler dalam pengembangan minat dan bakat siswa sekolah dasar. Jurnal Pendidikan dan Pembelajaran, 11(1), 89-100. https://doi.org/10.26418/jpp.v11i1.45892
Nastiti, D., & Laili, N. (2020). Buku Ajar Asesmen Minat dan Bakat Teori dan Aplikasinya. Sidoarjo: Umsida Press. https://press.umsida.ac.id/index.php/umsidapress/article/view/978-623-6833-87-2
Nurkarima, I., Puspitasari, N., & Wati, M. (2020). Sistem Monitoring Penelusuran Minat Dan Bakat Mahasiswa. Jurnal Explore, 10(2), 85-92. https://doi.org/10.35200/explore.v10i2.342
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. https://doi.org/10.1016/S0022-4359(18)30001-0
Putri, I. K., Maftukha, N., Amilina, L., Sajdah, M., & Pd, M. (2024). Pengaruh Kualitas Pelayanan Dan Fasilitas Perpustakaan Secara Maksimal Terhadap Prestasi Belajar Mahasiswa. Pengertian: Jurnal Pendidikan Indonesia (PJPI), 2(1), 25-36. https://doi.org/10.51878/pjpi.v2i1.428
Sari, Y. N., & Abubakar, A. H. (2024). Pengaruh Kualitas Layanan Pendidikan Terhadap Kepuasan Siswa: Perspektif Dan Implikasi Praktis. Jurnal Manajemen Pendidikan, 13(4), 4673-4684. https://doi.org/10.34125/jmp.v13i4.1518
Setiawan, A., Ikatrinasari, Z. F., & Prabowo, H. A. (2023). Analisis Kualitas Pelayanan Pendidikan Dengan Menggunakan Metode Eduqual dan Importance Analysis Performance. JISI: Jurnal Integrasi Sistem Industri, 10(2), 89-98. https://doi.org/10.24853/jisi.10.2.89-98
Septihandari, C. T., & Firmansyah, A. (2025). Evaluasi Tingkat Kepuasan Penyelenggaraan Kejuaraan Kota Taekwondo Surabaya Tahun 2025 melalui Metode Service Quality. JURNAL RISET RUMPUN ILMU PENDIDIKAN, 4(2), 740-749. https://doi.org/10.55606/jurrip.v4i2.1124
Sumarsono, R. B., Maisyaroh, M., & Kusumaningrum, D. E. (2021). Pengaruh Tingkat Kualitas Layanan, Faktor Kepuasan, dan Motivasi Belajar terhadap Prestasi Mahasiswa. Ilmu Pendidikan: Jurnal Kajian Teori Dan Praktik Kependidikan, 6(1), 43-52. https://doi.org/10.17977/um027v6i12021p043
Taufik, D. A., & Sugengriadi, R. M. (2025). Analisis Kepuasan Mahasiswa Terhadap Kualitas Pelayanan Akademik Dikampus XYZ Dengan Metode Service Quality (Serqual). INFOTEX: Jurnal Ilmiah Bidang Ilmu Teknik, 4(1), 231-244. https://doi.org/10.35842/infotex.v4i1.821
Wibisono, Y. Y., & Sitorus, H. M. (2012). Analisis Tingkat Kepentingan dan Performansi Layanan Pendidikan Tinggi di Teknik Industri-Unpar. Research Report Engineering Science, 1(1), 1-15. http://journal.unpar.ac.id/index.php/unpar/article/view/12
