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ISSN No:-2456-2165
Abstract:- The purpose of this study was to find out doing a good job and complete). emphaty/ Understand the
and analyze the influence dimension tangible, reliability, customer, any activity or service activities require the
responsivieness, assurance and empathy influence understanding and togetherness assumptions or interest in a
simultaneously and partially on student satisfaction matter pertaining to the service (friendly, put the interests
Department of Information Systems Bina Bangsa STMIK of customers and can communicate with easily understood
Kendari. This study used a sample of 350 students language).
STMIK Bina Bangsa Kendari in odd semester
majoring in information systems. Data analysis The institution is a public organization in order to
method used is descriptive statistics and multiple provide quality service necessary to change its resources,
linear regression using SPSS. The results showed that in the form of device repair service and maximize the role
the dimensions of service quality (tangible, reliability, of the existing services. Steps to be taken by the institution
responsiveness, assurance and empathy) both to improve such services is to optimize the capacity of
simultaneously and partially significant effect on human resources and improvement of facilities and
satisfaction. infrastructure which supports educational services.
Keywords:- Service Quality and Satisfaction. Application of quality layanan academic campus
along with the development of technology requires
I. INTRODUCTION professionals who ask for speed and accuracy of service.
Difficulty in performing such services caused by many
Concept development services business today is to things. One of them is the lack of unavailability of
increase customer satisfaction. The underlying reason is infrastructure and difficult accessibility of stakeholders to
that satisfied customers will make repeat purchases, the databases and information related to academic. The
communicating the advantages of companies / products, need to integrate information technology to improve the
improve competitiveness, and increase profits. quality of processes, outputs and outcomes of learning
Kepuasanpillanggan ssa perception of the product or undertaken in universities is essential and must be done to
service has met the expectations. Quality of service is one ensure the quality of higher education in the era of
of the efforts to create, pay attention and enhance information technology.
relationships with customers by providing consistently
high quality services and better value at every opportunity Based on data derived from the proceeds of Bina
and provide services that are superior to competitors. Bangsa STMIK students from year to year has increased.
Quality of service is a form of consumer perceptions or This suggests that the public's attention to institutions has
services received. The difference between the expectations increased, thus requiring institutions pay attention to
of consumers on the performance of the service generally educational management offset by the provision of a
to the performance received will steer consumers' good service, follow the rules of the academic who has
perception of the quality of certain services. been assigned as the basis for implementation by the
entire academic community ie administrative staff,
In the customer satisfaction service marketing theory faculty, students and management of education managers
influenced by the quality of service measured by tangible, , To be able to synchronize the academic regulations with
reliability, responsivieness, assurance and empathy. the expected goals,inrequire a solid commitment from
tangible / physical evidence in the quality of service is a each of the parties such as students, faculty, administrative
form of real physical actualization (see wake up the staff and management to implement and evaluate activities
building, cleanliness, neatness and comfort of the room, that goal can be achieved in accordance with the vision and
clothing suitability of employees), Reliability is one of the mission of the institute. Priorities in the field of services
factors that affect the level of customer satisfaction provided to students of course is the field of academic
(academic activities, service of employees on time, services. Quality academic services, are expected to
appointment services, and does not discriminate in provide the satisfaction of students, and students receiving
service). Responsiviness / quick response of each services can provide an evaluation of the services received.
employee in providing other forms of care (alacrity in Both sides have a reciprocal relationship so that each party
serving, in response to complaints and act quickly). obtain the same satisfaction.
Assurance / certainty, any form of service require certainty
for services provided (health insurance, security as well as
According to Mowen (2002: 89), overall consumer This description generally provides a clear indicator
satisfaction as customer attitudes shown atans goods or that the quality of service is determined by the physical
services after they obtain and use. This is an evaluative conditions of service on campus STMIK Bina Bangsa,
study post-election caused by the selection of special which is the core of service is the ability to use tools and
Fig 1:- Model academic service quality dimension influence on student satisfaction
The hypothesis in the development of research as indicators: (1) Tangible ( X1), (2) Reliability (X2), (3)
follows: Responsivieness, (X3), (4) Assurance (X4), (5) Empathy
H1 : The quality of service simultaneously significant (X5).
effect on student satisfaction
H2 : A significant difference between the quality of B. Student Satisfaction (Y)
service in a tangible dimension to Student satisfaction Satisfaction is one's feelings after comparing the
H3 : A significant difference between the quality of performance (or results) are perceived compared to his
service in reliability dimension to student satisfaction expectations. Measurement may be affected by latent
H4 : A significant difference between the quality of constructs or reflect the variation of the construct
service in responsivieness dimension to student laten.Menurut Caruana and Malta (2000), customer
satisfaction. satisfaction measurement consists of four indicators only
H5 :A significant difference between the quality of in so: (1) The feeling happy satisfied from the
services in assurance dimension to student satisfaction. performance, (Y1); (2) Suitability performance of
H6 : A significant difference between the quality of services with the expectations on the basis of information,
service in the dimension of empathy towards student (Y2); (3) performance is very satisfactory service, (Y3);
satisfaction. (4) Satisfaction performance of the service does not
disappoint (Y4)
III. RESEARCH METHODS
C. Multiple Linear Regression Analysis
The samples are part of a number of characteristics
possessed by the population digunkan, Sugiyono (2007: a. Simultaneous test (test F)
55), Sampling using simple random sampling method, the Ho: B = 0, Quality of service (Tangible, Reliability,
sampling probability in which all elements of the Responsiveness,Assurance, Empathy) Had no effect
population has an equal chance of being elected to the simultaneous to student satisfaction.
sample. The number of samples in the study of 350 Ha: B ≠ 0, Quality of service (Tangible,
respondents by means of multiple linear analysis using Reliability,Responsiveness, Assurance, Empathy)
SPSS version 20 (Ghozali.2005) Simultaneous influence on satisfaction college student.
ANOVAa
Model Sum of Squares Df mean Square F Sig.
Regression 29.031 5 5.806 74.143 , 000b
1 residual 5,090 65 , 078
Total 34.121 70
a. Dependent Variable: Student Satisfaction
b. Predictors: (Constant), Empathy, Tangible, Responsiveness, Reliability, Assurance
Table 3:- Anova For Simultaneous Testing Regression Coefficients