Analisis Pengaruh Faktor-Faktor Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Stie Mandala Jember

Abstrak

This study aims to determine the effect of service quality factors on customer satisfaction at STIE Mandala Jember. The sampling technique used purposive sampling technique which resulted in a sample of 40 students. Techniques to obtain data using a questionnaire technique. The research method with data analysis techniques uses validity, reliability, multiple linear regression, hypothesis testing and multiple determination coefficient analysis. The results showed that simultaneously the variables of physical evidence, reliability, data responsiveness, assurance and empathy had a significant effect on consumer satisfaction, while partially physical evidence, reliability and assurance had no effect on employee performance, on the contrary responsiveness and empathy had an effect on student satisfaction.