ANALISIS KEPUASAN MAHASISIWA PENDIDIKAN MIPA TERHADAP KUALITAS PELAYANAN PENDIDIKAN DAN PENGARUHNYA TERHADAP HASIL BELAJAR

Penulis

  • Aleksius Madu

Kata Kunci:

Quality of service, satisfaction, learning outcomes

Abstrak

This study aims to determine the effect of service quality which consist of tangible dimension (X1), dimension of reliability (X2), dimension of responsiveness (X3), assurance dimension (X 4), and empathy dimension (X5) to student satisfaction (Y) and result study (Z) with the research problem is "What is the quality of education services that are significant to student learning outcomes, and how is the level of service factors that are learning outcomes?. The method used in this study is a survey by using questionnaires to 200 respondents force / year 2014 in P. MIPA FKIP UNDANA Kupang. With sampling technique using cluster sampling method to know the responses of respondents to each variable. The results showed that the quality of service is positive and significant to student satisfaction with R2 = 0,458. Service quality is significant and significant to learning outcomes, with R2 = 0.260. Student satisfaction has a positive and significant effect on learning outcomes, it is made on the result of variable Z analysis has regression equal to 0,023. Quality of service through student satisfaction for learning outcomes with the following specifications; tangible of 0.011, reliability of 0.01, responsiveness of 0.011, assurance of 0.013 and empathy of 0.012. Total Influence Quality of service through student satisfaction on learning outcomes with the following specifications; tangible at 0.034. Reliability level of 0.027, responsiveness of 0.027, assurance of 0.029 and empathy of 0.029. It can be concluded that there is influence of student satisfaction level to service quality of education and learning result.

Referensi

Arief. 2007. Pemasaran Jasa dan Kualitas Pelayanan. Malang: Bayumedia Publishing

Moenir, A.S. 2002. Manajemen Pelayanan Umum di Indonesia. Jakarta: Bumi Aksara

Naryawan. 2011. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Pengguna Jasa Perpustakaan Referensi FE UNDIP. Skripsi. Semarang: FE UNDIP

Riduwan. 2012. Belajar Mudah Penelitian untuk Guru, Karyawan dan Peneliti Pemula. Bandung: Alfabeta

Riduwan & Ahmad, E. K. 2008. Cara menggunakan dan memakai analisis jalur (path analysis). Bandung: Alfabeta

Sudirman. 2009. Analisis Hubungan Antara Tingkat Kepuasan Dengan Hasil Belajar/IPK Menggunakan Metode Regression. Skripsi. Universitas Bina Nusantara

Sudjana, Nana. 2014. Penilaian Hasil Proses Belajar Mengajar. Bandung: Remaja Rosdakarya

Sugiyono. 2013. Metode Penelitian Pendidikan Pendekatan Kualitatif Kuantitatif. Bandung: Alfabeta

Arief. 2007. Pemasaran Jasa dan Kualitas Pelayanan. Malang: Bayumedia Publishing

Moenir, A.S. 2002. Manajemen Pelayanan Umum di Indonesia. Jakarta: Bumi Aksara

Naryawan. 2011. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Pengguna Jasa Perpustakaan Referensi FE UNDIP. Skripsi. Semarang: FE UNDIP

Riduwan. 2012. Belajar Mudah Penelitian untuk Guru, Karyawan dan Peneliti Pemula. Bandung: Alfabeta

Riduwan & Ahmad, E. K. 2008. Cara menggunakan dan memakai analisis jalur (path analysis). Bandung: Alfabeta

Sudirman. 2009. Analisis Hubungan Antara Tingkat Kepuasan Dengan Hasil Belajar/IPK Menggunakan Metode Regression. Skripsi. Universitas Bina Nusantara

Sudjana, Nana. 2014. Penilaian Hasil Proses Belajar Mengajar. Bandung: Remaja Rosdakarya

Sugiyono. 2013. Metode Penelitian Pendidikan Pendekatan Kualitatif Kuantitatif. Bandung: Alfabeta

Unduhan

Diterbitkan

2018-02-23