HUBUNGAN ANTARA PELAYANAN PRIMA DENGAN KEPUASAN PELANGGAN UPT PERPUSTAKAAN PADA MAHASISWA PROGRAM STUDI PENDIDIKAN TATA NIAGA FAKULTAS EKONOMI UNIVERSITAS NEGRI JAKARTA

Anwar, Khairul (2015) HUBUNGAN ANTARA PELAYANAN PRIMA DENGAN KEPUASAN PELANGGAN UPT PERPUSTAKAAN PADA MAHASISWA PROGRAM STUDI PENDIDIKAN TATA NIAGA FAKULTAS EKONOMI UNIVERSITAS NEGRI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Khairul Anwar. Correlation Between Excellent Service With Customer Satisfaction Upt. LibraryCommerce Education Program Student Faculty Of EconomicsState University Of Jakarta: Study Program Of Commerce Education. Departement of Economics and Administration, Faculty of Economics, State University of Jakarta. The study was conducted over four months from March to June 2015. The method used is survey method approach to correlation. The study population was all Students of Commerce Education Program Faculty Of EconomicsState University Of Jakarta. The affordable population was all students of CommerceEducation Program total 118student. Study sample as many as 89students of CommerceEducation Program, by using purposive random samplingtechnique (Judgment Random Sampling). To capture the data variable X (Excellent Service), and variable Y (Customer Satisfaction) kuesioner shaped instrument used, the distribution to the Students of Commerce Education Program Faculty Of EconomicsState University Of Jakarta, after it tested the validity browse through the validation process is the calculation of the correlation coeficient score points with the total score and reliability testing with Cronbach Alpha Formula. The resultfor the reability variable X (Excellent Service) of 0,943, andThe resultfor the reability variable Y (Customer Satisfaction) of 0,943. According the statistical computation the studyreveals the regression equation was Ŷ = 57.90 + 0.217 X. Result of the normality test of error estimation Y on X show that the data are normality distrube with Lo = 0.070 in significant level 0.05 and Lt = 0.140. So Lo < Lt, mean that the mistake of prediction regression Y to X has normal distribution. While regression linierity test, Fcount (180) < Ftabel (2.33), showing that regressing is linier.For regression significance test and the result is, Fcount (5.58) > Ftable (4.10), showing that regression. The result of product moment of correlation coefficient significance test, is rxy 0.499. Continued by using correlation coefficient significance test with tet-t. Counting result is tcount = (3.55), while ttable on dk = n – 2 = 40 – 2 = 38 and significance level 0.05 is 1.68 and so tcount> ttable. From counting, that it has significance relation between of determination coefficiency tes is rxy2 = 0.4992 = 0.2490. Mean that 24.90% variation customer satisfaction is determined by the excellent service of Students of Commerce Education Program. Conclusions of this study is that ther is a positive relationship between excellent service with customer satisfaction of Upt. Library Commerce Education Program Student Faculty Of EconomicsState University Of Jakarta.

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