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THE ANALYSIS IMPACT OF SERVICE QUALITY IN NON EDUCATIONAL SECTOR TOWARDS STUDENT’S SATISFACTION (A CASE STUDY OF EXTENSION PROGRAM PRESIDENT UNIVERSITY)

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dc.contributor.author Harera, Diovani
dc.date.accessioned 2019-12-12T11:08:42Z
dc.date.available 2019-12-12T11:08:42Z
dc.date.issued 2013
dc.identifier.uri http://repository.president.ac.id/xmlui/handle/123456789/2679
dc.description.abstract The research aims to identify impact of service quality towards students’s satisfaction and to know the most influence variable of service quality. The reseracher used five variables of SERVQUAL: reliability, responsiveness, assurance, empathy, and tangible. This research using quantitative analysis. Data were gathered from 103 respondents from 298 extension class students, batch 2011. The respondent is taken from all major as representative. From the regression calculation is known that the coefficient determination obtained for 0.338. It means that 33.8% student’s satisfaction can be influenced by realiability, responsiveness, assurance, empathy, and tangible. Otherwise, 66.2% can be influenced by other variables. After compile the data, the researcher get the result: from five variables, indicates only reliability variable has significant influence to student’s satisfaction. However, responsiveness, assurance, empathy, and tangible have no significant impact toward student’s satisfaction. en_US
dc.language.iso en_US en_US
dc.publisher President University en_US
dc.relation.ispartofseries Management;014200900429
dc.subject Reliability en_US
dc.subject Responsiveness en_US
dc.subject Assurance en_US
dc.subject Empathy en_US
dc.subject Tangible en_US
dc.subject Satisfaction en_US
dc.title THE ANALYSIS IMPACT OF SERVICE QUALITY IN NON EDUCATIONAL SECTOR TOWARDS STUDENT’S SATISFACTION (A CASE STUDY OF EXTENSION PROGRAM PRESIDENT UNIVERSITY) en_US
dc.type Thesis en_US


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