Open AccessPeningkatan Kepuasan Mahasiswa Melalui Kualitas Jasa Pendidikan: Studi Pada Mahasiswa di STIE Indonesia Banking School
Author(s) -
Wasi Bagasworo,
Santi Rimadias
Publication year - 2019
Publication title -
jurnal ilmu manajemen and ekonomika/jurnal ilmu manajemen dan ekonomika
Language(s) - English
Resource type - Journals
eISSN - 2579-4841
pISSN - 2089-4309
DOI - 10.35384/jime.v6i2.138
Subject(s) - service quality , customer satisfaction , dimension (graph theory) , business , service (business) , product (mathematics) , quality (philosophy) , psychology , sample (material) , business administration , marketing , mathematics , chemistry , philosophy , geometry , epistemology , chromatography , pure mathematics
This research discusses the service quality through service performance affect customer satisfaction at STIE Indonesia Banking School (IBS). In this study, the variable of the service performance is measured through three dimensions: interaction quality, environmentalquality and quality of results. Each of these dimensions will be partially tested on how it affects customer satisfaction. In addition, this study also wanted to know which the most influential dimension to customer satisfaction. The research sample was 214 students who studied at least one year in STIE Indonesia Banking School. The observations will be analyzed using the Statistical Product and Service Solutions (SPSS). The results from the study showed that the three dimension of service performance have a strong significant effect on customer satisfaction