International Journal of Multidisciplinary Thoughts, CD-ROM. ISSN: 2156-6992 :: 2(1):385–393 (2012) c 2012 by UniversityPublications.net Copyright STUDENT SATISFACTION INVENTORY (SSI) - METHODOLOGICAL REVIEW Tanti Irawati Muchlis, Neuneung Ratna Hayati and Mame S. Sutoko Widyatama University, Indonesia Widyatama University, a private university in Bandung, Indonesia, has conducted a student survey based on Student Satisfaction Inventory (SSI) since 2005. The dimensions utilized are based on: level on importance, satisfaction level and performance gap between the importance and satisfaction levels. The original SSI does not include statistical analysis. This research intended to improve the methodology by using non parametric test in order to prove whether the result is statistically valid. Keywords: Quality Improvement (CQI), Student Satisfaction Inventory (SSI), Customer Satisfaction, Methodological, Satisfaction Level Performance Gap. INTRODUCTION Indonesian Higher Education is very competitive especially for private sectors. To maintain survival of the institution, the private sectors has to manage wisely their limited financial sources, permitting accumulation of capital that leads to a long term objective of quality improvement. Up to this point, the concept of mass production applied in industry becomes so relevant and drives the private sectors towards market share strategy in order to increase their student body. Only those who are able to reach the minimum economic number of students can maintain education operational cost and some saving for capital investment. On the other hand, Higher Education is one of the most challenging and interesting area for quality improvement (Evans and Lindsay, 2001). The process of students from freshmen as the”input” to transform into graduates as “output”, is dependant heavily on institutions’ abilities in providing them with customer satisfaction . The measurement of customer satisfaction (student survey) become an important a tool for evaluation and improvement of programs to attract new students, as well as retain student body. Widyatama University regularly conducts student satisfaction survey as their basis for improvement. Since academic year of 2005, Widyatama University has used the Noel-Levits Student Satisfaction Inventory (SSI) to measure its students satisfaction and made it the basis for improvement programs. The method of Noel Levits Student Satisfaction Inventory is measure the students satisfaction as well as the importance of the issue being rated. Roszkowski (2003) explained Noel-Levits contends that the importance and satisfaction ratings should be used to classify into the quadrants of a “Matrix for Prioritizing Action”. The SSI’s publisher also indicates that the satisfaction and importance ratings can also be used to calculate gap scores between importance 385 386 Tanti Irawati Muchlis, Neuneung Ratna Hayati and Mame S. 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