DAMPAK KUALITAS PELAYANAN DAN BIAYA KULIAH TERHADAP KEPUASAN MAHASISWA UNIVERSITAS X BANDUNG
DOI:
https://doi.org/10.31848/ensains.v1i1.33Abstract
Abstract: The providing of higher education especially in engineering higher education is rising significantly. The management of the institution needs more accurate competitive strategies to defence and to increase student body through many methods, such as giving more services quality and competitive cost of study which satisfy students. This article discuss the research result of the effects of service quality and cost of study to students satisfaction using descriptive analysis and qualitative approach. The independent variables are service quality (including dimensions of reliability, responsiveness, assurance, empathy and physical evidence) and cost of study. The dependent variable is student satisfaction. The data collected from questionnaires method source from 59 respondents which collected simple randomly. The analyses among research variables provided using multiple linier regression model. The results shows that generally the service quality and the cost of study effects to students satisfaction. The linier equation constructed is Y=0,102X1+0,376X2+2,475 or  SAT= 0,102SQ +0,376SC+2,475; where SAT: student satisfaction, SQ: service quality SC: study cost. It means that service quality and cost of study effects to students satisfaction.
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Keywords: service quality, cost of study, students satisfaction, multiple linier regression
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Abstrak: Penyelenggaraan pendidikan tinggi khususnya pendidikan tinggi teknik meningkat secara signifikan. Pihak manajemen institusi perlu strategi bersaing ketat untuk bertahan dan meraih jumlah mahasiswa yang diinginkan menggunakan berbagai metode, seperti memberikan kualitas pelayanan yang lebih baik dan biaya kuliah yang kompetitif yang bisa memuaskan mahasiswa.    Artikel  ini mendiskusikan hasil penelitian pengaruh kualitas pelayanan dan  biaya kuliah terhadap kepuasan mahasiswa dengan analisis deskriptif dan pendekatan kualitatif. Variabel bebas berupa kualitas pelayanan (termasuk dimensi kehandalan, kepekaan, jaminan, empati dan bukti fisik) serta biaya kuliah. Variabel terikatnya adalah kepuasan mahasiswa. Data diperoleh melalui penyebaran kuesioner sebanyak 59 responden secara sampling acak sederhana. Hubungan antar variabel penelitian dimodelkan menggunakan analisis regresi linier ganda. Hasil penelitian ini menunjukkan bahwa, secara umum kualitas dan biaya kuliah berpengaruh terhadap kepuasan  mahasiswa. persamaan regresi linier yang terbentuk adalah Y=0,102X1+0,376X2+2,475 atau  KM=0,102KP+0,376BK +2,475; dimana KM= kepuasan mahasiswa, KP= kualitas pelayanan, BK=biaya kuliah. Hal ini berarti bahwa kualitas pelayanan dan biaya kuliah  mempengaruhi kepuasan mahasiswa.
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Kata kunci: kualitas pelayanan, biaya kuliah, kepuasan mahasiswa, regresi linier ganda
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