PENGARUH PELAYANAN TERHADAP KEPUASAN MAHASISWA MENGGUNAKAN RUANG BACA KAMPUS 1 FKIP UNTAN PONTIANAK

Ineke Yemima Sembiring, Yohanes Bahari, Sulistyarini Sulistyarini

Abstract


                         

Abstract

This study is aimed to find out the effect of service on student satisfaction in utilizing Reading Room Kampus 1 FKIP Untan Pontianak. The method used in this study is descriptive quantitative research. In this study, the sample were studens who lend from Reading Room Kampus 1 FKIP Untan Pontianak and the data were collected using a questionnaire about service with 3 indicators namely Intangibility, Unstorability, and Customization. The results showed that from the 3 indicators, the average of each of them included in the goog category, and student satisfaction with 3 indicators being divoted, loyal and royal, and giving favorable comments about the company or its products and service. Based on data analysis techniques, the significant effect of t count > t table (3,465>1,97435) than Ho was rejected and Ha was accepted. As the significant degree is 5%, therefore Ho is rejected and Ha is accepted. The magnitude of the service effect on students satisfaction is 0,062 signifies that the percentage is 62% and the rest is affected by other variables that are not avaliable in this study.

Keywords: Service, Students’ Satisfaction, Reading Room


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e-ISSN : 2715-2723