Determinasi Kepuasan Mahasiswa terhadap Kualitas Pelayanan pada Universitas Pendidikan Jarak Jauh: Studi Kasus Universitas Insan Cita Indonesia
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Transformasi pendidikan tinggi berbasis digital menjadikan kualitas pelayanan sebagai determinan penting kepuasan mahasiswa, khususnya pada universitas pendidikan jarak jauh yang beroperasi secara sepenuhnya digital. Namun, kajian empiris mengenai struktur kepuasan pelayanan mahasiswa pada universitas digital penuh masih relatif terbatas. Penelitian ini bertujuan untuk mengidentifikasi dan mengonfirmasi faktor-faktor yang memengaruhi kepuasan pelayanan mahasiswa di Universitas Insan Cita Indonesia (UICI) sebagai universitas digital penuh. Penelitian menggunakan pendekatan kuantitatif dengan desain exploratory. Data primer dikumpulkan melalui kuesioner terstruktur terhadap 152 mahasiswa aktif UICI yang telah menggunakan layanan akademik, administrasi, kemahasiswaan, dan keuangan berbasis daring. Analisis data dilakukan dengan Exploratory Factor Analysis (EFA) untuk mengidentifikasi faktor kepuasan pelayanan. Hasil EFA menunjukkan dua faktor utama, yaitu Layanan Akademik dan Kemahasiswaan serta Layanan Keuangan, yang menjelaskan 73,97% varians total. Nilai Kaiser–Meyer–Olkin (KMO) dan uji Bartlett menunjukkan data layak dianalisis lebih lanjut. Temuan ini menegaskan bahwa kepuasan mahasiswa pada universitas digital penuh dipengaruhi tidak hanya oleh kualitas interaksi layanan, tetapi juga oleh keandalan sistem dan kejelasan informasi digital, serta berkontribusi pada pengembangan model kepuasan pelayanan pendidikan jarak jauh.
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