PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN FAKULTAS EKONOMI DI UNIVERSITAS NEGERI JAKARTA

ABSTRACT MELVIDA DWI AGUSTYA. 8105132159. The Influence Of Service Quality To Customer Satisfaction Faculty Of Economics At Universitas Negeri Jakarta. Jakarta: Economic Education Study Program, Faculty of Economics, Jakarta State University, July 2017. This study aims to determine whether there is influence of service quality to customer satisfaction Faculty of Economics at Jakarta State University. This research was conducted for three months starting from April until June 2017. The research method used is survey method with quantitative approach. The population in this study is all students of Faculty of Economics, State University of Jakarta. The population of this research is 200 students of Faculty of Economics, State University of Jakarta. The sample used in this research is 127 students with 5% error rate based on Isaac and Michael table using Proportional Random Sampling technique. Data variable Y (Customer Satisfaction) instrument used is a questionnaire by using the Likert scale model. While the data variable X (Quality of Service) instrument used is a questionnaire using the Likert scale model. Prior to use, tested the validity of the construct (construct validity) through the validation process is the calculation of correlation coefficient score grain with total score and reliability test with Alpha Cronbach formula. The result of reliability of Y variable equal to 0,855 and prove that instrument is very high reliability while reliability variable X result 0,924 and prove that instrument have high reliability. Data analysis technique using Ms. program Excel starts with hypothesis testing and look for regression equation test that is simple linear regression having regression equation Y = 5,56 + 0,351X. Then look for test of normality of estimation error and yield Lcitung = 0,064 at significant level 0,05 with total sample 127, Ltabel = 0,079 then data is normal distribution. Then look for regression linierity test using distribution table F with dk of numerator (k-2) = 60 and dk denominator (nk) = 65 with a = 0,05 obtained Fhitung equal to 1,19 whereas Ftable equal to 1,52 this indicate that data It means linear regression. Hypothesis test that is F test in ANAVA table, this hypothesis test there is regression significance test known Fcount 90,29> Ftable 3,92 and calculation of correlation coefficient yielded rxy equal to 0,648. Furthermore, the significance test of correlation coefficient (t test) obtained t count 9,50> ttable 1,97. Then the determination coefficient test obtained results 41.94%, the remaining 58.06% influenced by other factors not examined. The conclusion of this research is there is a positive and significant influence between the quality of service to customer satisfaction Faculty of Economics at Jakarta State University. Keywords: Customer Satisfaction, Service Qualit

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN FAKULTAS EKONOMI DI UNIVERSITAS NEGERI JAKARTA

Penelitian ini bertujuan untuk mengetahui apakah terdapat pengaruh kualitas pelayanan terhadap kepuasan pelanggan Fakultas Ekonomi di Universitas Negeri Jakarta. Penelitian ini dilakukan selama tiga bulan terhitung mulai bulan April sampai dengan Juni 2017. Metode penelitian yang digunakan adalah metode survei dengan pendekatan kuantitatif. Populasi dalam penelitian ini adalah seluruh mahasiswa/i Fakultas Ekonomi Universitas Negeri Jakarta. Populasi terjangkaunya dari penelitian ini sebanyak 200 mahasiswa Fakultas Ekonomi Universitas Negeri Jakarta. Sampel yang digunakan dalam penelitian ini adalah 127 mahasiswa dengan taraf kesalahan 5% berdasarkan tabel Isaac dan Michael dengan menggunakan teknik Proportional Random Sampling. Data variabel Y (Kepuasan Pelanggan) instrument yang digunakan adalah kuesioner dengan menggunakan model skala likert. Sedangkan data variabel X (Kualitas Pelayanan) instrumen yang digunakan adalah kuisioner dengan menggunakan model skala likert. Sebelum digunakan, dilakukan uji coba validitas konstruk (construct validity) melalui proses validasi yaitu perhitungan koefisien korelasi skor butir dengan skor total dan uji reliabilitas dengan rumus Alpha Cronbach. Hasil reliabilitas variabel Y sebesar 0,855 dan membuktikan bahwa instrumen tersebut reliabilitas yang sangat tinggi sedangkan hasil reliabilitas variabel X sebesar 0,924 dan membuktikan bahwa instrument tersebut memiliki reliabilitas yang sangat tingggi. Teknik analisis data menggunakan program Ms. Excel dimulai dengan pengujian hipotesis dan mencari uji persamaan regresi yaitu regresi linier sederhana yang memiliki persamaan regresi Ŷ = 5,56 + 0,351X. selanjutnya mencari uji normalitas galat taksiran dan menghasilkan Lhitung = 0,064 pada taraf signifikan 0,05 dengan jumlah sampel 127, Ltabel = 0,079 maka data berdistribusi normal. Kemudian mencari uji linieritas regresi menggunakan tabel distribusi F dengan dk pembilang (k-2) = 60 dan dk penyebut (n-k) = 65 dengan α = 0,05 diperoleh Fhitung sebesar 1,19 sedangkan Ftabel sebesar 1,52 hal ini menunjukkan bahwa data tersebut berarti regresi linier. Uji hipotesis yaitu uji F dalam tabel ANAVA, uji hipotesis ini terdapat uji keberartian regresi diketahui Fhitung 90,29 > Ftabel 3,92 dan perhitungan koefisien korelasi menhasilkan rxy sebesar 0,648. Selanjut nya uji keberartian koefisien korelasi (uji t) diperoleh thitung 9,50 > ttabel 1,97. Kemudian uji koefisien determinasi diperoleh hasil 41,94%, sisanya 58,06% dipengaruhi oleh faktor lain yang tidak diteliti. Kesimpulan penelitian ini adalah terdapat pengaruh yang positif dan signifikan antara kualitas pelayanan terhadap kepuasan pelanggan Fakultas Ekonomi di Universitas Negeri Jakarta. This study aims to determine whether there is influence of service quality to customer satisfaction Faculty of Economics at Jakarta State University. This research was conducted for three months starting from April until June 2017. The research method used is survey method with quantitative approach. The population in this study is all students of Faculty of Economics, State University of Jakarta. The population of this research is 200 students of Faculty of Economics, State University of Jakarta. The sample used in this research is 127 students with 5% error rate based on Isaac and Michael table using Proportional Random Sampling technique. Data variable Y (Customer Satisfaction) instrument used is a questionnaire by using the Likert scale model. While the data variable X (Quality of Service) instrument used is a questionnaire using the Likert scale model. Prior to use, tested the validity of the construct (construct validity) through the validation process is the calculation of correlation coefficient score grain with total score and reliability test with Alpha Cronbach formula. The result of reliability of Y variable equal to 0,855 and prove that instrument is very high reliability while reliability variable X result 0,924 and prove that instrument have high reliability. Data analysis technique using Ms. program Excel starts with hypothesis testing and look for regression equation test that is simple linear regression having regression equation Ŷ = 5,56 + 0,351X. Then look for test of normality of estimation error and yield Lcitung = 0,064 at significant level 0,05 with total sample 127, Ltabel = 0,079 then data is normal distribution. Then look for regression linierity test using distribution table F with dk of numerator (k-2) = 60 and dk denominator (nk) = 65 with α = 0,05 obtained Fhitung equal to 1,19 whereas Ftable equal to 1,52 this indicate that data It means linear regression. Hypothesis test that is F test in ANAVA table, this hypothesis test there is regression significance test known Fcount 90,29> Ftable 3,92 and calculation of correlation coefficient yielded rxy equal to 0,648. Furthermore, the significance test of correlation coefficient (t test) obtained t count 9,50> ttable 1,97. Then the determination coefficient test obtained results 41.94%, the remaining 58.06% influenced by other factors not examined. The conclusion of this research is there is a positive and significant influence between the quality of service to customer satisfaction Faculty of Economics at Jakarta State University