Date: 05-06-2020 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

National Journals

Journal Detail

Pengaruh Kualitas Jasa terhadap Kepuasan Pelanggan

ID : 1-153-8, ISSN : 0854-4190 , PUB: Vol 15 , Desember, 2008


This study is designed to find out the influence of factors of service quality, namely, tangibles (x1), realibility (X2), assurance (x3), responsiveness (X4), and empathy (X5) on customers (Y). Sampling was done using proportional random sampling method towards 89 students of Business Administration and Accounting departments of Politeknik Negeri Malang. Data was obtained from questionnaires which were given to them. The data was analysed using multiple regression which had passed the classical assumption test so that the influence of service quality on customer (Business Administration and Accounting department students) satisfaction and the degree of satisfaction could be predicted.The result of study showed that there was a significant multiple influence of service quality factors, namely, Variable X1 (tangibles), Variable X2 (reliability), Variable X3 (assurance), Variable X4 (responsiveness), Variable X5 (empathy), on customer satisfaction (Variable Y), accounting for 88,5%. The most dominant influence was Variable X4 (responsiveness) being 23,29%, while the least dominant was Variable X3 (assurance) accounting for 5,33%. The influence of the other variables showed 19,89% for Variable X1 (tangibles), 16,89% for Variable X2 (realibility), and 17,3% for Variable X5 (empathy). These results were supported the previous studies. It is hoped that the results of the study could be used a reference by higher education institutions in increasing the quality of education service.


Keyword: service quality, satisfaction of customers

Author: Mohamad Wahdi