Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Fakultas Ekonomi Universitas HKBP Nommensen Medan

Abstract

The aim of the research is to identify the influencing of service quality on student's satisfaction in Faculty Economy of Nommensen University. The number of samples exerted for this analysis amounted 92 srudents. The researcher used the proportioned stratified random sampling, spreading in 4 classes which are class 2006, class 2007, class 2009. The data was collected bya using the validity test and reliability test on 30 samples in Faculty Economy of Nommensen University. The test of hypothesis use double linear regression analysis throught F test dan t test intended to known the effect of independent vatriable on dependent variable in acceptance level of 90% (a=0,10). The result of F test shows that service quality (i.e. tangibles, reliabilty, responsiviness, assurance, and empathy) significantly influence student's satisfaction. The result of t test shows that assurance and empathy significantly influence teh student's satisfaction.