Pengaruh Kualitas Pelayanan Akademik Terhadap Kepuasan Mahasiswa Di Politeknik Negeri Batam
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Date
2015-06-26
Authors
Mariska, Lidya
Journal Title
Journal ISSN
Volume Title
Publisher
Politeknik Negeri Batam
Abstract
One common problem which is often faced by companies is customer
dissatisfaction primarily when it deals with service quality. Therefore, it is not
uncommon for many companies to investigate customer satisfaction with quality
of services applied for their organizations. This study is expected to determine the
influence of the dimensions of quality of service which include reliability,
responsiveness, assurance, empathy, and tangible to Batam Polytechnic student
satisfaction. The method used in this research is quantitative approach with
explanatory research. Data analysis technique employs multiple linear analysis.
Population in this research is the students of Multimedia and Networking
Techniques who started their academic year in 2014, 2013, 2012 at Batam
Polytechnic. The sample used in this study was 100 respondents. The sampling
technique is purposive s
The results of this study show that hypothesis 1 variable reliability,
hypothesis 2 responsivenss variable, hypothesis 3 variables assurance, empathy
hypothesis 4 variable, hypothesis 5 tangible variable, indicate signifant value
which is smaller than = 0.05 and is proven by F -calculate> F - table. The results
show that Ho is refuted and Ha is supported. It can be said that partial variable
quality of service that include reliability, responsiveness, assurance, empathy, and
tangible has a positive and significant impact on student satisfaction.
Simultaneous test results that have been done show that empathy and tangible
variables have a dominant influence on student satisfaction.
Description
Keywords
Manajemen Bisnis, Administrasi Bisnis Terapan, Service Quality, Customer Satisfaction