PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA STIE MADANI BALIKPAPAN

Abstract

Abstract : Education is a social activity that enable people still exist
and improve. STIE Madani Balikpapan as an educational institution
needs to pay attention to the service to students. Service as an important
element that effects the quality of students satisfaction. Bottom line
service is the supporting factor to service marketing activity of STIE
Madani Balikpapan in order to improve the service quality to students
of STIE Madani Balikpapan. The research objectives are able to
find out and analyze the effects of service quality which consists of
variabels of tangibles, reliability, responsiveness, assurance, and
empathy. Also to find out which variabel has the dominant effect.
This is a descriptive quantitative research. The number of population
is 174 people while the sample is 64 using the Slovin formula with
the mistake average is 10%. This research uses multiple regression
analysis with the validity and reliability test to test the questionnaire
items. The result of the research showed that there is a significant
effect between tangibles, reliability, responsiveness, assurance, and
empathy to the student satisfaction in STIE Madani Balikpapan with
the percentage of 52,9%. The hypotheses test partially showed that
assurance has dominant effect with the value of t-count is 4,711 >
2,002 with the significant 0,000 , 0,05.
Keyword : Satisfaction, tangibles, reliability, responsiveness,
assurance dan empathy