PENGARUH PELAYANAN AKADEMIK TERHADAP TINGKAT KEPUASAN MAHASISWA UNIVERSITAS BANTEN JAYA (UNBAJA)

  • Khristina Sri Prihatin Universitas Banten Jaya
  • Yohana Selvia Dewi Universitas Banten Jaya
Keywords: service, satisfaction

Abstract

This research was conducted at University Banten Jaya (UNBAJA). The purpose of this research were: 1) to know how the quality of academic service. 2) to know how student satisfaction. 3) to know how the influence of academic service to the level of student satisfaction. In this research data collection technique was spreading  questionnaires for 322 respondents(19,5%)  of 1.649 populations. The method used in this research was descriptive. The Data analysis included, validity test, reliability test, classical assumption test (residual normality, heteroscedasticity, linearity), correlation analysis, simple linear regression analysis, significance test (f test, t test,coefficient of determination). The results were data analysis has been done obtained results where the academic services included into the category of "High Service Quality" (62,28%).  Meanwhile, the level of student satisfaction "Satisfied" category (0,81). And the influence of academic service to the level of student satisfaction was 0,678, it meant that the influence of Academic Service (X) on Student Satisfaction Level was 67,80% and 32,2% was influenced by other variable. Thus it could be concluded that there was significant influence between the academic service on the level of student satisfaction.

References

Alhusin, Syahri (2003) Aplikasi Statistik Praktis dengan Menggunakan SPSS 10 for Windows. Edisi Kedua.Yogyakarta: Graha Ilmu.
Arikunto, Suharsimi. ( 2006). Prosedur Penelitian: Suatu Pendekatan Praktis. Jakarta: PT. Bina Aksara
Chang Zeph Yun, et. aI.(1998). Kualitas Global Manajemen Kualitas Total (TQM) di Singapura Airlines (SIA). Jakarta: Pustaka Delapratasa.
Daryanto, M.(2010). Administrasi Pendidikan. Jakarta: Rineka Cipta
Erlando.( 2004). Analisis Pengaruh Pelayanan Prima (Service Excellence) Terhadap Kepuasan Pelanggan. Jakarta: Balai Pustaka
Hadi, Sutrisno. ( 2004). Statistik Jilid 3. Yogyakarta: Andi
Hartline Michael D & Fornell.( 1996). Journal of Marketing Science. Jakarta: Balai Pustaka

Hendra Teguh, et.al. (2002). Pelayanan Administrasi Akademik. Bandung: PT.Remaja Rosdakarya
Irawan, Ho.(2002). 10 Prinsip Kepuasan Pelanggan. Jakana: PT. Elex Media Komputindo Gramedia
Istijanto (2005). Riset Sumber DayaManusia, Cetakan Kedua. Jakarta: PT.Gramedia Pustaka Utama
Margono, S. ( 2008). Metodologi Penelitian Pendidikan. Jakarta: Rineka Cipta
Moenir.( 2000). Analisis Kinerja Pelayanan Importasi Jalur Hijau pada Kantor Wilayah VI Direktorat Jenderal Bea dan Cukai Semarang. Semarang: Badan Penerbit UNDIP
Patton, Patricia (2000). EQ Pelayanan Sepenuh Hati. Jakarta: Pustaka Delapratasa
Purwanto, Ngalim .(2008). Administrasi Dan Supervisi Pendidikan. Bandung: PT. Remaja Rosdakarya
Rahmayanti, Mina.( 2010). Manajemen Pelayanan Prima. Yogyakarta: Graha Ilmu
Sugiyono dan Agus Susanto.(2015). Cara Mudah Belajar SPSS & Lisrel. Bandung: Alfabeta
Sugiyono.( 2008). Metode Penelitian Bisnis. Bandung : Alfabeta
Supranto, J.( I 999). Pengukuran variabel kepuasan pelanggan. Jakarta: PT. Rineka Cipta
.(2006). Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: PT. Rineka Cipta
Suranto.( 2009). Manajemen Mutu Dalam Pendidikan. Semarang: CV. Ghyas Putra
Sutarno, NS( 2006). Manajemen Perpustakaan "Suatu Pendekatan Praktik'.Jakarta: CV. Sagung Seto
Tjiptono,Fandy. (2005). Prinsip-prinsip Total Quality Service. Yogyakarta: Andi
,Fandy.(200l). Manajemen Jasa. Yogyakarta: Andi.
Valarei, Zeitharri. (2004) . Service arketing. J akarta: Integrating Customer
Winarsih, Atik Septi& Ratminto. (2009). Manajemen Pelayanan. Yogyakarta:Pustaka Pelajar
Yamit, Zulhan.( 2001). Manajemen Kualitas Produk dan Jasa. Yogyakarta: Ekonisa
Published
2019-03-08
How to Cite
Prihatin, K., & Dewi, Y. (2019). PENGARUH PELAYANAN AKADEMIK TERHADAP TINGKAT KEPUASAN MAHASISWA UNIVERSITAS BANTEN JAYA (UNBAJA). PROGRESS, 2(1), 72-92. Retrieved from http://ejournal.lppm-unbaja.ac.id/index.php/progress/article/view/494
Section
Articles