PENGARUH DIMENSI KUALITAS JASA PELAYANAN TERHADAP TINGKAT KEPUASAN Studi Kasus Lulusan Mahasiswa Perguruan Tinggi “X” Di Jakarta

Abstract

This research is a descriptive study that aims to know (1) the level of service quality at academy “X”, (2) the level of students’ satisfication at academy “X”, (3) the students’ characteristic toward level of satisfication.The method of study is by using questionnaire with sample of population taken from all students from two programs of study who graduated in 2007. Data anaylsis used is SPSS including the Chi-square valuation. The results is: satisfication = -23.620 + 1.194 reliability + 0.482 responsiveness + 0.679 assurance + 0.908 empathy + 0.719 tangible. Reliability analysis is 0.8989 gives te biggest positive effect to the stidents’ satisfication. Validity shows a valid result.