MAYANGSARI, PUTRI (2014) PENGARUH KUALITAS PELAYANAN ADMINISTRASI TERHADAP TINGKAT KEPUASAN MAHASISWA JURUSAN ADMINISTRASI BISNIS POLITEKNIK NEGERI SRIWIJAYA. Other thesis, Politeknik Negeri Sriwijaya.
Full text not available from this repository.Abstract
This research has done in Business Administration State Polytechnic of Sriwijaya and aimed at: Finding the influence of the administrative service quality on collegian satisfaction of Business Administration State Polytechnic of Sriwijaya, both simultaneously and partially; and determining the dimension that most significant influence the collegian satisfaction. This research used data that collected by survey with collegian as customers of administrative. Sixty respondents were choosing as the samples by purposive sampling. Multiple Linear Regression techniques were used to analyze data with use SPSS version 11.05 for windows. The five dimensions of the service quality were tangibles, reliability, responsiveness, assurance, and empathy dimensions as the independent variables (X), and the collegian satisfaction as the dependent variables (Y). The results revealed that the service quality dimensions of administrative have the influenced the collegian satisfactions, it is about 31,6% and then 68,4% is influenced by another factors. Tangibles dimension, reliability dimension and assurance dimension partially significant influenced the collegian satisfaction. Responsiveness dimension and empathy dimension partially not significant influenced the collegian satisfaction. The writer hopes that the administrative’s staff can increase the good service quality and can repair the bad service quality, so they will be better. Key words: service quality, customers satisfaction, administrative, collegian
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | service quality, customers satisfaction, administrative, collegian |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 20 Jan 2016 06:28 |
| Last Modified: | 20 Jan 2016 06:28 |
| URI: | http://eprints.polsri.ac.id/id/eprint/671 |
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