TA DIGITAL
Pengaruh kualitas pelayanan terhadap kepuasan peserta kurssus dalam mengikuti kursus pada LBB IPIEMS cabang Ngaliyan Semarang
Tight competition makes every company becomes such an organization that focus on consuments. One way to reach the target is by creating the consument satisfactions with increasing the quality, because becomes the main priority when we note up about the satisfaction and service quality. In the range of service quality there are 5 dimensions, they are tangibles, reliability, responsiveness, assurance, and empathy. This observation has been done at LBB IPIEMS branch in Ngaliyan, Semarang. The objective of research is to determine the effect of service quality to satisfaction of the course participants in LBB IPIEMS Branch Ngaliyan Semarang. The method of data collection was conducted by interview, questionnaire, observation, and literature study. The analytical methods used are validity, reliability, coefficient of determination, F test, t test, and multiple linear regression analysis. The result of regression analysis using SPSS, equation Y = -0.455 + 0,248X1 + 0,105X2 + 0,026X3 + 0,402X4 + 0,204X5 that all the variables of service quality have positive effect, but the only physical evidence, the variable guarantees, and empathy variables influence significantly to the satisfaction of students in a course at the Lembaga Bimbingan Belajar IPIEMS Branch Ngaliyan Semarang. With the influence of 50.4% affected the quality of service while the other 49.6% is influenced by other variables. Keywords: Service, quality, satisfaction
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