PENGARUH KUALITAS LAYANAN (SERVICE QUALITY) TERHADAP KEPUASAN MAHASISWA KELAS KARYAWAN FAKULTAS EKONOMI DAN BISNIS, UNIVERSITAS MERCU BUANA

Abstract

The research aims to find out the influence of service quality consist of reliability,
responsiveness, assurance, emphathy and tangibles on the students’ satisfaction in
Management Deparment of Economic and Business Faculty of Mercu Buana University
Jakarta. This study is categorized into quantitative research with survey approach. The
total sample research are 158 respondents of 2.925 students populations which are
determined through Solvin formula, while the technique of sampling uses Simple Random
Sampling Methode. The research instrument testing uses validity test and reliability test.
In the meantime, the data analysis technique uses multiple linear regression with
hyphotesis. The results of the research shows that from the calculation of F test, five
dimensions of service quality influences simultanty on the students’ satisfaction in
Management Department of Economic and Business Faculty of Mercu Buana University,
Jakarta (Y). From the calculation of t test is proven that partially, variable of tangibles
(x
1
), reliability (x
2
), responsiveness (x
3
) and assurance (x
4
) have a significant influence to
dependent variable (Y), while the variable of empathy (x
5
) has no significant influence to
dependent variable (Y). From the calculation of the coefficient of determination (Adjusted
R
2
) shows a value of 0,999 which means that the influence of the independent variable is
99,9%, while the remaining 0,1% is influenced by other variables, beyond the five
independent variables.