The Influence of Service Quality Factors on UMSU Student Satisfaction.

Dewi Andriany, Mutia Arda

Abstract


This study aims to determine the effect of service quality on student satisfaction at UMSU (Muhammadiyah University of North Sumatra). This type of research used in research is a quantitative method. The data processed is the result of a questionnaire that was distributed to respondents to 100 UMSU students from the 2020-2022 class. The calculation technique used in this research is to compare how much influence and significance the Quality of Servants has on Customer Satisfaction. The results of the questionnaire have been tested for validity and reliability. Methods of data analysis using simple linear regression techniques and t test. Based on the results of the study it was proven that simultaneously the variables of reliability, comprehension, assurance, empathy, and physical evidence had a significant effect on UMSU student satisfaction. Partially, the variables of reliability, responsiveness, and empathy have a positive and significant effect on UMSU student satisfaction. However, partially, collateral and physical evidence variables have no significant effect on UMSU student satisfaction.

Keywords


Service Quality, Satisfaction, Student.

Full Text:

PDF

References


Arda, Mutia,. Banurea, Ahmad Maulana. 2022. The Effect of Price and Quality of Service On Gojek Customer Satisfaction (Case Study On Students of The Faculty of Economics and Business University of Muhammadiyah Sumatera Utara). IJERLAS: International Journal of Educational Review, Law and Social Sciences. Vol. 2. No.4. 549-560.

Arianty, Nel,. Gunawan, Robby. 2021. Dampak Harga Terhadap Minat Beli Dengan Kualitas Produk Sebagai Variabel Intervening Pada UMKM Ikan Lele Purwodadi Kecamatan Pagar Merbau Kabupaten Deli Serdang. Prosiding Seminar Nasional Kewirausahaan. Vol. 2. No.1. 60-74.

Imanuel, Briliance Hymy,. Tanoto, Sherly,. 2019. Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Di PT. Hastaco Tour and Travel. Jurnal Agora. Vol. 7. No1.

Khasanah, Imroatul,. Pertiwi, Octarina Dina,. Analisis Pengaruh Kuali- tas Pelayanan terhadap Kepuasan Konsumen RS St. Elisabeth Semarang. Jurnal Aset, Februari 2010, hal. 117- 124, Vol. 12 No. 2, ISSN 1693-928X.

Kotler, Philip,. Keller, Kevin L,. 2007. Manajemen Pemasaran. Alih bahasa Benyamin Molan. Edisi Kedua Belas. Jilid 1.PT Indeks.

Krisdianti, Dika Lambang,. Sunarti. 2019. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Restoran Pizza Hut Malang Town Square. Jurnal Administrasi Bisnis. Vol. 70. No.1.

Lupiyoadi, Rambat,. Hamdani, A,. 2006. Manajemen Pemasaran Jasa, 2 ed. Jakarta: Salemba.

Lupiyoadi, Rambat. 2014. Manajemen Pemasaran Jasa. Salemba Empat, Jakarta.

Marpaung, Arif Pratama,. Hapiz, Muhammad Shareza,. Koto, Murviana,. Dari, Wulan,. 2021. Strategi Peningkatan Kapasitas Usaha Melalui Digital Marketing. Prosiding Seminar Nasional Kewirausahaan.. Vol. 2. No.1. 294-300.

Renza, Lea,. Arda, Mutia,. 2021. Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Penumpang Maskapai Citilink Selama Masa Pandemi Covid 19 Di Kota Medan. http://repository.umsu.ac.id.

Tjiptono, Fandy. 2012. Strategi Pemasaran: Prinsip dan Penerapan. Penerbit Andi, Yogyakarta.

Winarto, 2008. Analisis Kualitas Layanan dan Kepuasan Pelanggan Warung Internet di Salatiga.The 2nd National Conference UKWMS.[Online].




DOI: https://doi.org/10.30596/miceb.v1i0.142

Refbacks

  • There are currently no refbacks.