Importance-Performance Analysis and Student Satisfaction Index on Laboratory Services in the Faculty Mathematics and Natural Sciences, Universitas Jenderal Soedirman

The laboratories in the Faculty of Mathematics and Natural Sciences (FMIPA) at Universitas Jenderal Soedirman (UNSOED) play important roles on development of learning and research in the fields of mathematics and applied sciences. The 11 laboratories the faculty are serving practical of subjects for FMIPA and some other faculties in the university. This study implements Importance- Performance Analysis (IPA) and Student Satisfaction Index (CSI) to assess the degree of importance and performance of the Critical Success Factors (CSF), from the perspective of students. This research presents an important contribution because it allowed us to identify the level of satisfaction of the students of the laboratories based on the performance, such study never been carried out before. The results show that the CSI is 72%, which means that the majority of students are satisfied with the performance of the service quality. Meanwhile, the results of IPA indicate that the improvement priorities have be carried out on un-adequate equipment for practicum; many equipment are not calibrated; un easy to have access to equipment and supply. There is no assurance on trust and safety in service. Students consider staff considered not friendly enough to students, do not provide enough information needed by the students. Some practical of subject from other faculties were terminated due to lack of relevancy between practical items and the subject syllabus. These attributes are the top priority because the importance level is high while the performance level is low.