SOP Model Based on Employment Instruction from EMI Results to Improve the Satisfaction of Higher Education Service

This study aim for analyze satisfaction Higher education service which is a form of servant performed by managers to stakeholders, based on Internal Quality Evaluation (EMI) result, from EMI achievement, set the Standard Operational Procedure and Work Instruction model, given the satisfaction of service is a very important part. The research method is correlation with the indicator consist of standard of Content, Process, Competence of graduates, Educator and educational staff, Facilities and infrastructure of Education, Management of Prodi, Financing, Assessment, Research and Community Service, then, from EMI standard, correlated with stakeholders' satisfaction, with satisfaction level determined by category (a) satisfactory, if Expected Service/ES = Perceived Service (PS), (b) is not satisfactory when perceived service is lower than expectation (ES ≥ PS) and (c) very satisfying/happy when the service is perceived to exceed expectations (PS≥ES), and then performed data analysis. To define the model using several stages of the 4-D model include stages, definitions, design, development, and use or application. The result of correlation on study program A and study program B and Islamic education are different, for study program A is Competency Standard of Graduates (X3) with regression coefficient b3 = 0,076 and correlation coefficient R3 = 0,186, while study program B is Graduate Competency Standard (X3) with regression coefficient b3 = 0,138 with correlation coefficient R3 = 0,183, while indicator education according to government’s provision, which has correlation level at graduate level. The results of this research become the basis in determining SOP Model and Work Instruction, which then tested at universities studied, and in general the application of this model is in the category of Satisfactory.


Introduction
Quality and satisfactory service performed by service managers, especially on education services is a demand for stakeholders.While the purpose of education services is the provision of the manager of both the goods produced and the services offered, in order to gain interest from users of services and consumers, the service may affect the interests or desires of the user or consumer of a good or service offered and an important factor required.For managers in the field of service, service quality is a very important factor, because in marketing service products, interaction between producers and consumers occur directly.Application of service quality as the nature of product appearance or performance is one of the main part of strategic i that must be done by the service manager, especially education service.Furthermore, to achieve sustainable excellence service services should pay attention to quality, which is a benchmark on customer satisfaction or stakeholders.As an illustration of the relationship between service and satisfaction as written by some experts who discuss about the quality that service quality and meet customer satisfaction consists of three basic components that must be understood for each service provider that is: (1).Preliminary activity which is a process or activity stages conducted on the activities before the sale where at this stage service providers and managers have the opportunity to establish relationships with stakeholders this activity can be done by informing the product to consumers and create confidence in the consumer for the products offered.(2).Is a process during the transaction where in this phase service providers must still maintain the quality of service, so that consumers remain a loyal customer.Communication in this phase is very important, because in this phase consumers need more information will be purchased products so that if the company does not understand about the products offered consumers could switch to other companies.(3).Post-sales process, in the following stages for service providers are expected to pay attention and be able to respond to problems of the parties of facilities that have been given to stakeholders, these three things become a consideration for service users in receiving services from an institution.To understand the quality of services, one of the policies that the managers do is to determine the Internal Quality Evaluation (EMI), in this research applied in the Education Institute of Power Personnel, the results of these achievements are reviewed on standards that can affect student satisfaction categorized as stakeholders, and to ensure a quality service flow, the Standard Operational Procedure Model is established, and is supported by Work Instructions.
Educational Services is a service that basically services are having unique characteristics that distinguish it from goods or manufactured products.To distinguish it, there are four characteristics most often encountered in the service and differentiator of the goods in general as in various views among them (Tjiptono, 1998), (Berry, 1995), (Bove, 1995), that the character that becomes the benchmark are: Intangibility, Inseparability, Variability, and Perishability, thus, in general can be interpreted that; (1) Service is an action, intangible meaning Services are abstract, cannot be seen, felt, tasted or touched as can be felt from a good.(2) Heteregonitas, is very variable, that is Service is non-standard variable and highly variable.That is, because the service is in the form of a performance, then there is no result of the same service even if done by one person.This is due to human interaction (employees and managers and users of services) with all the different expectations and perceptions that accompany the interaction.(3) Cannot be separated Services are generally produced and consumed at the same time, with consumer participation in the process.Indicating the consumer must be in the place of service he requested, so that consumers see and can even take part in the process of it.(4) Not durable Service may not be stored in inventory, it can be said, services cannot be saved, resold to others, or returned to the service producer where he purchased the services.In the discussion of education services in the service process required the quality, or quality which means that Quality is often one of the benchmarks of customer satisfaction or conformance to the requirements.For discussion of satisfaction, then some other views are stated that the level of satisfaction, there are five main factors that must be considered and done by the company, as well as managers of services, namely: (1) Quality of results as outcome, customers will feel satisfied if their evaluation results indicate that the products they use quality as expected.(2) Quality of service; especially for the service industry, customers will feel satisfied if they get a good service or as expected.(3) Emotionally, service users will feel proud and gain confidence that others will be amazed by it when using products with a certain quality status that tend to have higher levels of satisfaction, these three include result mechanisms and processes that hope to gain satisfaction, obtained not because of the quality of the product but the social value or self-esteem that makes the customer satisfied with a particular brand.(4) Prices, products of the same quality but set a relatively cheap price will give higher value to its customers.(5) Costs, Customers do not need to incur additional costs or do not need to waste time to get a product or service tend to be satisfied with the product or service.Furthermore, on the other hand stakeholders or users of services, especially in the field of education will pay attention to the quality of services such as proposed by Garvin (in Lovelock.1994)i.e. dimensions of service quality at least comprise performance (performance), excess product (feature) durability (durability), features (feature), reliability / trustworthy (reliability), suitability to the specifications (conformance to specification), durability (durability), speed and comfort (serviceability) attractiveness (aesthetics) and quality are prepared (perceived quality).A view of the quality of these services is basically applicable in the field of education, so that the indicators are emphasized to be a basic part of service quality.
Customer satisfaction: a goal to be achieved by education service managers, from users in using services to maximize total satisfaction, according to economists' point of view, calls this total satisfaction a total utility of consumers acquired when consume a product.This is due to the quality of focusing on customer satisfaction, so it is necessary to understand the components associated with customer satisfaction.Basically consumer satisfaction can be defined simply as a condition where the needs, wants, and expectations of consumers can be met through services provided by the manager.Consumer satisfaction is the main goal to be achieved by the provider services.because consumer satisfaction greatly influences consumer decisions whether the consumer will reuse the service or not, and whether the consumer will decide to buy the last time or decide to become a customer (Gaspersz, 2003).Stakeholder satisfaction is an evaluation that has been done by providing services, where the chosen alternatives at least give outcomes equal or exceed expectations, while dissatisfaction occurs when the results obtained do not meet expectations.
Internal Quality Evaluation (EMI) is one of the activities to evaluate the quality applied to the higher education service with the following implementation flow: Source: Hu     to be imize total ction, so that the service manager needs to understand the components that are related to the consumer's satisfaction.Consumer satisfaction can be defined simply as a condition where customer needs, wants, and expectations can be met through the services provided by the manager.Considering service user satisfaction is the main objective to be achieved by the manager, it should be noted that the satisfaction is greatly affect the service user's decision to stay or not in using the service (Gaspersz, 2003).Furthermore, stakeholders' satisfaction is an evaluation that has been done by managing services, as the chosen alternatives at least give outcomes equally or exceed expectations, whereas dissatisfaction occurs if the results obtained do not meet expectations, from this indicator high education services use EMI model as one of the activities to evaluate the quality applied to higher education services, where the word Evaluation of (English: Evaluation ) means the process of assessment, while in the field of education, evaluation can be interpreted as a process of measurement conducted through a strategy used in an effort to achieve goals has been established, and the service can be said to be quality if: it meets 4 things: quality of input, process, output, and outcome, that is: (1) Quality of education inputs have been declared in process.(2) The process of education implementation is declared qualified if able to create an atmosphere that active, creative and also fun, (3) Output declared qualified if result of learning in academic and non-academic plane high, whereas Outcome declared qualified if graduates have been processed can quickly absorbed in the world of work, a reasonable salary, able to create jobs and get recognition from the audience, the community will be the advantage of graduates made and the occurrence of a sense of satisfaction.
In the assessment of these services more complex and more difficult, this is due to several factors namely, tangible cues are relatively limited, and preferably tend to be in the form of physical (building) equipment and personnel as service personnel.As for on this study measures the quality of services in the field of education by conducting an evaluation comparing the management of a service with a number of predefined standards and is based on the provisions of the National Education Standards Agency (BSNP) with minimal criteria on education system throughout the jurisdiction of the unitary Republic of Indonesia consists of 8 standards, while the standard on EMI includes 10 standards, consisting of 8 National Standards of Education, Research Standards and Community Service Standards.(Act No.12 of 2012) By based on standard analysis on EMI, then that is standard to the satisfaction of stakeholders defined grooves or SOP is s one of the important aspects in creating a Quality Assurance, so Institutions belonging to a professional, effective and efficient when applying the SOP on the entire process of organizing and Services Higher Education.This is considered important because the SOP is a guide or reference for performing job tasks in accordance with the function of each work unit, to the Institution, and SOP is also a tool of performance appraisal, based on technical, administrative and procedural indicators in accordance with work procedures, procedures and working system on the work unit concerned.With SOP set with work instruction, education in Educational / Higher Education Institution can run with definite and measured service.And in case of any form of deviation can be avoided or even if there is a deviation in the case can be found the cause and can be resolved in the appropriate way in accordance with the procedure, because it has been set in an indicator and the source of which the stipulation of the groove.Thus, if all activities in the service of this college are in accordance with the stipulated in the National Education Standards (SNP), then the implementation mechanism is set in the SOP, thus gradually the quality of service in the Institute of Education Personnel/ doing Internal Quality Evaluation (EMI) will be more professional, accurate, fast and definite.Determination of SOP Model equipped with Work Instruction, Experimental test is first performed, by analyzing the related indicators, as well as the use of language that can be influenced by stakeholders.The results of the analysis achieved in the category "very feasible" with the calculation of 94.64%.

Sample MODEL SOP with Work Instructions
In determining the SOP of the Stakeholders Satisfaction results, based on the stages: defining, designing, development.Definition Phase, is an initial activity undertaken to review SOP at the University that perform EMI and EMIS, and then designed SOP model, from this design is analyzed based on satisfaction stakeholders to be developed as SOP Model.As for the results of the development obtained Model as follows:

Conclusion
EMI and EMIS, conducted by several universities or high schools as a form of evaluation of service quality standards, and based on the results of EMI and EMIS achievement shows the effect on student satisfaction as stakeholders.Satisfaction can provide benefits between the manager and the service user is good communication, and can be sustainable, and to provide quality assurance on the service, then set SOP model that is based on work instructions.

Suggestion
1).For Higher Education managers, should EMI and EMIS 2).Stakeholder satisfaction should be considered 3).EMI and EMIS achievement results should be given attention, because it is an illustration in the implementation of quality assurance 4).In determining the SOP Model should be equipped with work instructions, because it can provide clarity for stakeholders in doing a goal.

Table 12
Meet the requirements of the Exam 2. Take the exam number 3. Conducting mid semester exam / end of semester 4. Accept the test results 5 Administration 1. Prepare the number of Participants Exam Middle Semester and Final Exam Semester 2. Collect exam questions from lecturers 3. Doubling exam questions 4. Distributing exam questions according to the number of participants and the number of courses Performs archiving of Exam result values From the SOP Model example it shows a definite path in doing the activities, and becomes clearer and measurable when equipped with Work Instructions.