Analisis Pengaruh Kualitas Jasa terhadap Kepuasan pada Industri Pendidikan di Yogyakarta

Munawaroh, Munjiati

doi:10.20885/jsb.ed.khus1.art8

Cited by 7 publications

(7 citation statements)

References 2 publications

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“…Dalam industri jasa, konsumen berperan sebagai penghubung antara pemberi dan penerima jasa menjadi sangat dekat sehingga proses interaksi yang langsung tersebut sangat mempengaruhi jasa. Kesesuaian antara kepuasan konsumen dan kehendak organisasi ataupun lembaga merupakan syarat penting keberhasilan proses pendidikan tinggi yang menjadi penilaian produktivitas perguruan tinggi tersebut (Munawaroh, 2005).…”

Section: Pendahuluanunclassified

Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

Debora¹,

Hernadewita

2019

OE Journal

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The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

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Section: Pendahuluanunclassified

Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

Debora¹,

Hernadewita

2019

OE Journal

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“…Terdapat 5 (lima) dimensi dalam kualitas jasa (Parasuraman, dkk. : 1985) dalam Munawaroh (2005), yaitu: 1. Reliability: kemampuan untuk memberikan jasa dengan segera dan memuaskan.…”

Section: Dimensi Kualitas Jasaunclassified

“…Penelitian yang dilakukan oleh Munawaroh (2005) dengan judul penelitian Analisis Pengaruh Kualitas Jasa Terhadap Kepuasan Pada Industri Pendidikan di Yogyakarta menggunakan 5 dimensi kualitas jasa dari Parasuraman, et.al (1985) yaitu Reliability, Responsiveness, Assurance, Empathy, dan Tangible.Hasil penelitian membuktikan bahwa penilaian kualitas jasa oleh mahasiswa sebagai konsumen yang menikmati kualitas jasa secara langsung ternyata berbeda dengan penilaian Badan Akreditasi Nasional (BAN). Ditunjukkan dengan tidak adanya perbedaan kualitas jasa antara program studi yang terakreditasi A dengan B, yaitu tangible, responsiveness, reliability dan emphaty, dimana keempatnya merupakan dasar penilaian BAN untuk membedakan penilaian peringkat akreditasi.…”

Section: Penelitian Terdahuluunclassified

Perbedaan Persepsi Mahasiswa Program Studi Akuntansi dan Manajemen Terhadap Kualitas Layanan Jasa Pendidikan Di Universitas Katolik Musi Charitas Palembang

Tyra¹,

Sarjono²

2018

JKB

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The research entitled "Perceptions Differences of Accounting Student and Management Study Program on Quality of Education Services at Catholic University of Musi Charitas Palembang is a study of consumer behavior regarding the perception of the five dimensions of education quality including reliability, responsiveness, assurance, empathy, and physical evidence from the university that he is chosen. The purpose of the study is to prove whether there is a difference in the perception of education quality from the students in Management and Accounting Study Program at the Catholic University of Musi Charitas. The type of research used is case study by using survey technique. Data collection techniques used is to spread the 5-point Likert questionnaire that is from Very disagree until Strongly agree. Population in this research is active student, Batch 2015/2016 until Batch 2016/2017 Management and Accounting Study Program Catholic University of Musi Charitas Palembang. Sampling technique used non probability sampling that is purposive sampling. Based on the results of the differences test using the Mann-Whitney test proved that the perception of students of Accounting Study Program on the quality of education in Unika Musi Charitas (Mdn = 2143) in general it is difference significantly with the students perception of Management Study Program on the quality of education in Catholic University of Musi Charitas (Mdn = 2907) with significance 0.008 <0.05 (Ho is rejected). If it is seen from each variable, then reliability, responsiveness, and guarantee prove the difference of perception between student of Accounting and Management Study Program. While the variable of empathy and physical evidence do not prove the difference of perception between student of Accounting and Management Study Program.

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“…Kualitas jasa yang baik merupakan hal yang sangat penting dalam menciptakan kepuasan pelanggan, namun untuk memahami bagaimana mengevaluasi kualitas yang diterima oleh konsumen tidaklah mudah. Kurtz dan Clow (1998) dalam Munawaroh (2000) menyatakan bahwa kualitas jasa lenih sukar untuk dievaluasi dibandingkan dengan kualitas barang. Keunggulan suatu produk jasa adalah tergantung dari keunikan serta kualitas yang diperhatikan oleh jasa tersebut, apakah sudah sesuai dengan harapan dan keinginana pelanggan atau konsumen (Dwiwinarsih, 2009).…”

Section: Kerangka Pemikiranunclassified

Analisis Perbandingan Kepuasan Konsumen Atas Pelayanan Minimarket Indomaret Dan Alfamart Di Wilayah Dukuhwaluh (A Vomparative Analysis of Costumer Statifaction on the Service of Indomaret and Alfamart Minimarket in Dukuhwaluh)

Umiyati¹,

Suyoto²

2014

Media Ekonomi

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The aimost this research were: 1) to find out whether there was any difference on consumers stratification of indomaret and alfamart m,inimarket in Dukuhwaluh area. 2) to find out the differing factor on consumers stratification of indomaret and alfamart minimarket in Dukuhwalu area. This research used primary data gained from questionnaire. The data was analyzed by compare means independent t test, descriptive analysis with SPSS program. The result of the research showed that the service quality of indomaret and alfamart minimarket was supposed to be good by most of their consumers. There was a significant difference in the comparison between indomaret and alfamart minimarket based on dimension of reliability, responsiveness, assurance, emphaty and tangible as well as the overall quality. Based on the t test result of indomaret and alfamart, responsiveness dimension was regarded as the responsiveness dimension was not suitable as expected eiyher by the consumers of alfamart or the consumers indomaret. It indicated that it needs the betterment of service quality, specially in responsiveness dimension. Keyword :consumers stratification, reliability, responsiveness, assurance, emphaty and tangible.

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Analisis Pengaruh Kualitas Jasa terhadap Kepuasan pada Industri Pendidikan di Yogyakarta

Cited by 7 publications

References 2 publications

Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

Perbedaan Persepsi Mahasiswa Program Studi Akuntansi dan Manajemen Terhadap Kualitas Layanan Jasa Pendidikan Di Universitas Katolik Musi Charitas Palembang

Analisis Perbandingan Kepuasan Konsumen Atas Pelayanan Minimarket Indomaret Dan Alfamart Di Wilayah Dukuhwaluh (A Vomparative Analysis of Costumer Statifaction on the Service of Indomaret and Alfamart Minimarket in Dukuhwaluh)

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