PENGARUH KUALITAS PELAYANAN, CITRA DAN FASILITAS TERHADAP KEPUASAN MAHASISWA UNIVERSITAS NEGERI JAKARTA

KHOIRUNNISA, KHOIRUNNISA (2019) PENGARUH KUALITAS PELAYANAN, CITRA DAN FASILITAS TERHADAP KEPUASAN MAHASISWA UNIVERSITAS NEGERI JAKARTA. S1 thesis, Fakultas Ekonomi.

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Abstract

KHOIRUNNISA, The Influence of Service Quality, Image and Facilities on Student Satisfaction at Jakarta State University. This research was conducted at the Jakarta State University, for 6 months from January to June 2018. The purpose of this study was to determine the effect of service quality, image and facilities on student satisfaction at the Jakarta State University. The research method that the researchers used was the survey method, the population used was all students of the Jakarta State University class of 2015 and 2016. The sampling technique used was a Purposive sampling technique of 120 people. Test requirements analysis, namely the normality test using the Kolmogorov Smirnov test with the test results can be known as the value of Asymp. Sig the residual value of the whole variable is 0.200. it can be concluded that the value is greater than 0.05 so that the overall data is considered normal. The resulting regression equation between X1 and Y is Ŷ = 15.755 + 0.399 X1. Then the partial regression coefficient test (t test) and the results obtained t count 4.890> t table 1.65810 for service quality (X1) thus it can be concluded that there is a positive and significant influence between service quality and student satisfaction (Y). While the regression equation produced between X2 and Y is Ŷ = 24,272 + 0,367 X2. Then the partial regression coefficient test (t test) and the results obtained t count 4.174> t table 1.65810 for images (X2) can thus be concluded that there is a positive and significant effect between image and student satisfaction (Y). Then the regression equation produced between X3 and Y is Ŷ = 21.484 + 0.269 X3. Then the partial regression coefficient test (t test) and the results obtained t count 4.008> t table 1.65810 for facilities (X3) can thus be concluded that there is a positive and significant influence between facilities and student satisfaction (Y). The coefficient of determination obtained is 0.168 for service quality, 0.129 for and 0.120 for facilities. Then it can be concluded that student satisfaction is determined by service quality of 16.8%, image of 12.9%, and facilities of 12.0%, and the remainder is determined by other variables. Keywords: Student Satisfaction, Service Quality, Image and Facilities.

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