Analisis Pengaruh Kualitas Jasa terhadap Kepuasan pada Industri Pendidikan di Yogyakarta

Munjiati Munawaroh (Adv.: Dr. Bambang Riyanto L.S., MBA), Dr. Bambang Riyanto L.S., MBA

1999 | Tesis | S2 Management

Penelitian ini mengevaluasi pengaruh kualitas jasa terhadap kepuasan konsumen pada program studi perguruan tinggi yang mendapatkan peringkat akreditasi A dan B dari Badan Akreditasi Nasional. Selain itu, penelitian ini juga mengevaluasi ada tidaknya perbedaan kualitas jasa antara program studi perguruan tinggi yang mendapatkan peringkat akreditasi A dan B, dan menganalisis perbedaan kualitas jasa antara program studi perguruan tinggi yang mendapatkan peringkat akreditasi sama. Pengukuran kualitas jasa menggunakan SERVQUAL, dalam lima dimensi: reliability, responsiveness, assurance, emphaty and tangibles.

Hasil penelitian ini menunjukkan bahwa kepuasan konsumen dipengaruhi oleh dimensi assurance, tangibles dan reliability. Hasil penelitian ini juga menunjukkan bahwa tidak ada perbedaan kualitas jasa antara program studi yang mendapatkan peringkat akreditasi A dan B pada dimensi reliability, responsiveness, tangible, dan emphaty. Perbedaan kualitas jasa antara program studi yang mendapatkan peringkat akreditasi A dan B hanya terdapat pada dimensi assurance. Pada program studi yang mendapatkan peringkat akreditasi sama ternyata menunjukkan bahwa meskipun samasama mendapatkan peringkat akreditasi A, kualitas jasa masing-masing program studi berbeda pada kelima dimensi kualitas jasa. Pada program studi yang mempunyai peringkat akreditasi B, dimensi reliability, responsiveness, assurance dan tangible, masing-masing program studi berbeda, namun tidak ada perbedaan pada dimensi emphaty

This research evaluates the effect of quality service on customer satisfaction in program studies of university that are granted with acreditation rate either A or B from Badan Akreditasi Nasional. It also attempts to evaluate different quality service from program studies of university that are granted with acreditation rate either A or B, and to evaluate different quality service from program studies of university that are granted with acreditation in same rated. Quality service is measured with SERVQUAL in five dimensions: reliability, responsiveness, assurance, emphaty and tangibles.

The results show that customer satisfaction is affected by assurance, tangibles and reliability dimension. It also show that quality service is not different in program studies of university that are granted with acreditation rate either A or B in reliability, responsiveness, tangible and emphaty dimension. The different quality service from program studies of university that are granted with acreditation rate either A or B is on assurance dimension. In program studies with same grant show that although they have acreditation rate A, they have different quality in five dimension, and in program studies that are granted with acreditation rate B, they have different quality in responsiveness, assurance dan tangible dimension, but there are not different in emphaty dimension

Kata Kunci : kualitas jasa, reliability, responsiveness, assurance, emphaty tangibles, Badan Akreditasi Nasional, quality service, reliability, responsiveness, assurance, emphaty tangibles, Badan Akreditasi Nasional