Analisis Kualitas Pelayanan Akademik Terhadap Kepuasan Mahasiswa Fakultas Tarbiyah IAIN Sorong
DOI:
https://doi.org/10.47945/alfikr.v8i2.298Keywords:
tagible, reliability, responsiveness, confidence, emphaty, satisfactionAbstract
Currently, educational institutions are like markets or markets which in their development are experiencing very tight competition, be it formal or non-formal institutions, public or private, including higher education while service quality is an important factor in relation to market competition, in other words, the superiority of quality. service is directly proportional to user interest. This study aims to determine whether service quality with dimensions (Tangibles, reliability, responsiveness, confidence, empathy) has a positive and significant influence either partially or simultaneously on student satisfaction at the Tarbiyah Faculty of IAIN Sorong. The type of research used in this research is quantitative research with a quantitative associative approach. This type of quantitative associative approach is a research that aims to see whether there is an influence and how much influence the effect of the independent variable has on the dependent variable of the study. The data analysis method used is descriptive analysis and multiple linear regression analysis using SPSS release 25. The results obtained by the multiple linear regression equation Y = 5.972+0.011X1+0.008X2+0.006X3+0.002X4+0.002X5. The partial test (t-test) shows that service quality with dimensions (Tangibles, reliability, responsiveness, confidence, and empathy) has a positive and significant effect on customer satisfaction. The simultaneous test (F test) shows service quality with dimensions (Tangibles, reliability, responsiveness, confidence, empathy)—significant effect on customer satisfaction simultaneously. The coefficients of partial determination of the five dimensions are 21.7%, 18.6%, 18.2%, 14.1%, and 16.6 percent, respectively. The coefficient of simultaneous determination (R2) is 48.1% of student satisfaction at the Tarbiyah Faculty of IAIN Sorong and the remaining 51.9% of student satisfaction is influenced by other variables outside this study.
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