THE RELATIONSHIP
BETWEEN
SERVICE QUALITY
AND
RESPONSIBILITY WITH CUSTOMER
SATISFACTION
IN FACULTY OF SOCIAL
SCIENCES
UNJ
DIRGANTARA
WICAKSONO
Abstract
This study aims to
determines the
relationship
between
service quality
and
responsibility
with customer satisfaction
in Faculty of
Social Sciences
UNJ.
The research was
conducted
using
survey method
with
the
correlational approach.
In this
research, student in Faculty of Social Sciences,
State University
of Jakarta
was chosen
as
the unit
of analysis
with
a sample
size
of
249
people
who
are determined
by
simple random
sampling
technique.
The results show: First, There is a relationship between service quality with student satisfaction; Second, There is a relationship between with customer satisfaction. Third, There is a relationship between service quality and responsibilities with customer satisfaction. Further to improve student satisfaction, the administrative staff should consider the availability of adequate facilities and infrastructure, provide excellent service to students, and understand the needs of students.
The results show: First, There is a relationship between service quality with student satisfaction; Second, There is a relationship between with customer satisfaction. Third, There is a relationship between service quality and responsibilities with customer satisfaction. Further to improve student satisfaction, the administrative staff should consider the availability of adequate facilities and infrastructure, provide excellent service to students, and understand the needs of students.
Keywords:
Service Quality, Responsibility, Customer Satisfaction.
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