Kualitas layanan dan kepuasan pelanggan adalah salah satu faktor terpenting yang mempengaruhi pangsa pasar dan profitabilitas perusahaan jasa. Studi ini mengeksplorasi pentingnya persepsi berbagai aspek kualitas layanan terhadap kepuasan pelanggan dalam bisnis jasa. Model survei dilakukan untuk menguji hubungan antara semua dimensi konsep kualitas layanan dan kepuasan pelanggan. Data dikumpulkan dari konsumen perusahaan jasa yang beroperasi di industri pariwisata di Jawa Barat. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan langsung terhadap kepuasan pelanggan.

Practicum is one of learning method. One of the facilities needed in practicum is a practical guidance. One of learning approach that can support practicum activities is guided inquiry. The purpose of this study was to develop an inquiry-oriented biology practicum guide for high school grade XI semester 2 and find out the validity criteria of the practicum guide. This research was a Research and Development which used Plomp development model, which consists of three stages: preliminary research phase, development phase, and assessment phase. The validity of guided inquiry-oriented biology practice guides was obtained from the results of validation using expert validation sheet by 5 experts. The results showed that the didactic requirement got 86.43% with very valid criteria, the construction requirements got 83.13% with very valid criteria, technical requirements got 82.50% with very valid criteria, the language requirement got 84, 17% with very valid criteria and the overall average of all four conditions gets 84.04% with very valid criteria. Inquiry-oriented biology practicum guide has been successfully developed with validity criteria is very valid and is expected to be a guideline for practicum guides that can help to improve students cognitive, affective and psychomotor competence.