TA DIGITAL
Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Siswa Kelas XII SMA Pada Lembaga Bimbingan Belajar Ganesha Operation Banyumanik Semarang
The purpose of this final report was to analyze the impact of service quality to the satisfaction of 12th grade high school students through dimensions of service quality. The researcher analyzed the impact through the factors, which influenced the service quality; such as tangibility, reliability, responsiveness, assurance and empathy.
The methods for data collection were observation, interviews and questionnaires. The population at this research is 12th grade high school students whose followed learn guidance at GO Banyumanik Semarang. And for sample is 12th grade high school students whose followed learn guidance at GO Banyumanik Semarang in period 2010 years and the total respondent is 100 person. The technique understanding sample with the purposive sampling.
Most students/consumers who followed the guidance of learning in the Ganesha Operation at Banyumanik were female students (52%), age between 17-19 years (57%) and came from science class and IPC (34%). Variables that have the highest influence was reliability (0.426), then tangible (0.377), responsiveness (0.157), assurance (0.156), and empathy (0.122). Therefore, the main priority that can be taken by the service provider is improving service reliability, then followed by variables of tangibles, responsiveness, assurance, and empathy.
It’s recommended that GO Banyumanik Semarang need to increas the ability of the tentors in presenting the materials to the students/consumers.
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