Analisis Pengaruh Kualitas Pelayanan Akademik terhadap Kepuasan Mahasiswa di Politeknik Negeri Balikpapan

Abstract

This study is expected to determine the influence of the dimensions of quality of service which include assurance, reliability, tangible, empathy, and responsiveness to Balikpapan Polytechnic student satisfaction. The method used in this research is quantitative approach with explanatory research. The test data which is used include vaalidity test, reliability test, classicassumption test (multicollinearity, normality, heteroscedasticity), multiple linear regression, goodness of fit (F test, t test, the coeficient of determination). Population in this research is the students of Balikpapan Polytechnic. The sample used in this study was 90 respondents. The sampling technique is purposive sampling.The results of this study show that hypothesis 1 assurance variable, hypothesis 2 reliability variable, hypothesis 3 tangible variables, hypothesis 4 empathy variable, hypothesis 5 responsiveness variable, indicate signifant value which is smaller than α = 0.05 and is proven by F-calculate> F-table. The results show that Ho is refuted and Ha is supported. It can be said that partial variable quality of service that include assurance, reliability, tangible, empathy, and responsiveness has a positive and significant impact on student satisfaction. Simultaneous test results that have been done show that empathy and tangible variables have a dominant influence on student satisfaction.

The Influence of Quality Academic Service on Student Satisfaction (Empiric Study on Bidikmisi Scholarship Students Regional Office of Universitas Terbuka at Pangkalpinang, Indonesia)

“…Currently, the competition of the service world is getting tighter, creating the company engaged in the service of mutual spur and become a quality company. Because with quality, the company can expand market share and gain big profits (Setiarini et al, 2017).…”