THE EFFECT OF QUALITY SERVICES AND FACILITIES ON STUDENT SATISFACTION

JKP | Jurnal Kepemimpinan Pendidikan Pub Date : 2019-12-05 DOI:10.22236/jkpuhamka.v2i2.4851

Uswah Uswah, Euis Evicasari, Tuti Sugiarti

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引用次数: 1

Abstract

In principle, prioritizing stakeholders’ satisfaction is the philosophy of all educational institutions including Sekolah Tinggi Farmasi Muhammadiyah located in Tangerang Banten. Quality services in high education are services that can meet the needs of students and their expectations. Thus, this study aims to determine the effect of service quality (reliability, responsiveness, empathy, guarantee, direct evidence (physical evidence) on the satisfaction of students who use services and facilities. In addition, this study also aims to determine the most influential dimensions of service quality in providing satisfaction to students. The samples were 24 people from all population of 460 students, where the research data was collected through questionnaires. Validity instruments were tested using the construct validity test and reliability instruments were tested using the Cronbach Alpha. SPSS Statistics 24.00 was employed to analyze frequency statistics. Hypothesis results that have been tested on the frequency table are 95% internal evidence evidence (a-5%). The results of the study show that the dimensions of reliability, responsiveness, assurance, empathy, and tangible have a positive effect on student satisfaction.

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优质服务及设施对学生满意度的影响

原则上，优先考虑利益相关者的满意度是所有教育机构的理念，包括位于Tangerang Banten的Sekolah Tinggi Farmasi Muhammadiyah。高等教育中的优质服务是指能够满足学生需求和期望的服务。因此，本研究旨在确定服务质量(可靠性、响应性、移情、保障、直接证据(物证))对学生使用服务和设施满意度的影响。此外，本研究亦旨在确定服务品质对学生提供满意度影响最大的维度。样本为460名学生中的24人，研究数据通过问卷调查收集。效度工具采用构念效度检验，信度工具采用Cronbach Alpha检验。采用SPSS 24.00统计软件进行频率统计分析。在频率表上检验的假设结果为95%的内部证据证据(a-5%)。研究结果表明，可靠性、响应性、保证性、共情性和有形性维度对学生满意度有正向影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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JKP | Jurnal Kepemimpinan Pendidikan

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