CD Tesis

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa (Studi Kasus Pada Mahasiswa Fakultas Teknik Universitas Riau Pekanbaru)

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The purpose of the present study was to find out the effect of academic service
quality variable and administrative variables which include tangible evidence,
reliability, and empathy simultaneously and partially toward satisfaction of
students of Engineering Faculty University of Riau. The independent variables
are tangible evidence, reliability, and empathy while the dependent variable is
students’ satisfaction. The population of the study was 502 students of
Engineering Faculty University of Riau. By applying proportional random
sampling method, it was chosen 223 respondents. Interview and questionnaire
were used to collect the data of the study. To test the hypothesis, multiple linear
regression analysis was used. Testing feasibility model got adjusted R square as
0.704. This means that 70.4 percent of students’ satisfaction can be described by
the three independent variables: tangible evidence, reliability, and empathy. The
rest, that is 29.4 percent caused by others outside this model. Based on the testing
conducted, tangible evidence, reliability and empathy variables have significant
effect toward students’ satisfaction variable with 95 percent of level confidence (
α = 0.05). From the result of the study, it can be concluded that tangible evidence,
reliability and empathy variables have positive and significant effect toward
students’ satisfaction and reliability have the most dominant toward students’
satisfaction
Keywords : Tangibles, Reliability, Empathy and Student Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 09.212 (0008)

Penerbit

Pekanbaru : Universitas Riau - Pasca Sarjana - Manajemen Sumber Daya Manusia., 2012

Deskripsi Fisik

xiv, 126 hlm.: ilus.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 09.212 (0008)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Yuli

Versi lain/terkait

Lampiran Berkas

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