Analisis Kepuasan Mahasiswa terhadap Layanan Akademik STAIN Jember
Analysis of Student Satisfaction with Academic Services at STAIN Jember
DOI:
https://doi.org/10.35719/fenomena.v12i1.531Keywords:
Academic Services, Student Satisfaction, Layanan Akademik, STAIN JemberAbstract
The results of the research revealed that: 1) most of the students are satisfied with the academic services of STAIN Jember (45.92%). However, 33.67% of the students state their dissatisfaction, 2) there are significant simultaneous and partial influences of the variables reliability, responsiveness, empathy, assurance, and tangible on student satisfaction with STAIN Jember’s academic services, and 3) the variable that has the dominant influence is the reliability variable.
Hasil penelitian mengungkapkan bahwa: 1) sebagian besar mahasiswa puas dengan layanan akademik STAIN Jember (45,92%). Namun, 33,67% mahasiswa menyatakan ketidakpuasan, 2) terdapat pengaruh signifikan secara simultan dan parsial dari variabel reliabilitas, responsivitas, empati, jaminan, dan bukti fisik terhadap kepuasan mahasiswa atas layanan akademik STAIN Jember, dan 3) variabel yang memberikan pengaruh dominan adalah variabel reliabilitas.
Downloads
References
Arikunto, S. (2002). Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Danupranata. (2006). Ekonomi Islam. Yogyakarta: UPFE-UMY.
Gaspersz, V. (1997). Manajemen Kualitas dalam Industri Jasa. Jakarta: PT Gramedia Pustaka Utama.
Gaspersz, V. (2000). Manajemen Produktivitas Total, Strategi Peningkatan Produktivitas Bisnis Global. Jakarta: PT Gramedia Pustaka Utama.
Gaspersz, V. (2001). Ekonomi Manajerial: Pembuatan Keputusan Bisnis. Jakarta: PT Gramedia Pustaka Utama.
Gujarati, D. N. (2003). Basic Econometrics (4th ed.). Singapore: McGraw Hill.
Hasibuan, S. P., & Malayu. (1989). Manajemen Sumber Daya Manusia. Jakarta: PT Bumi Aksara.
Host, V., & Andersen, M. K. (2003). Modeling Customer Satisfaction in Mortgage Credit Companies. The International Journal of Bank Marketing, Denmark: Emerald.
Kotler, P. (2000). Manajemen Pemasaran. Jakarta: PT Prenhallindo.
Krajewski, L. J., & Ritzman, L. P. (1996). Operations Management: Strategy and Analysis (4th ed.). New York: McGraw Hill.
Kuncoro, M. (2001). Metode Kuantitatif Teori dan Aplikasi untuk Bisnis dan Ekonomi. Yogyakarta: Unit Penerbit dan Percetakan AMP YKPN.
Luthan, F. (1995). Organizational Behavior (7th ed.). New Jersey: Prentice Hall.
Muhammad Ridwan. (2006). Manajemen Baitul Maal Wa Tamwil (BMT). Yogyakarta: UII Press.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
PINBUK (Pusat Inkubasi Bisnis Usaha Kecil). (n.d.). Peraturan Dasar dan Contoh AD–ART BMT. Jakarta: Nusantara Net.
Rangkuti, F. (2003). Measuring Customer Satisfaction. Jakarta: PT Gramedia Pustaka Utama.
Riduwan. (2005). Skala Pengukuran Variabel-variabel Penelitian (3rd ed.). Bandung: Alfabeta.
Saifudin, A. (1997). Reliabilitas dan Validitas (3rd ed.). Yogyakarta: Pustaka Pelajar.
Santoso, S. (2001). Buku Latihan SPSS Statistik Parametrik (1st ed.). Jakarta: PT Alex Media Komputindo.
Sekaran, U. (2000). Research Methods for Business: A Skill-Building Approach (3rd ed.). Singapore: John Wiley & Sons.
Downloads
Published
Issue
Section
License
Copyright (c) 2013 Abdul Rahim
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
