ANALISA FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN MAHASISWA

Abstract

 
The Quality of a college is  influenced by students’ satisfaction. The increasing of  students’ satisfaction plays
an important role in improving the quality of a College. Because students are the key for college to get the profit and to
survive. The Quality of College or organization is determined on how students views the organization, therefore one
organization has to understand what the students desire for current and future by satisfying students’ desire and moreover
an organization should exceed their expectation. The quality improvement is the key to success, because satisfaction is a
function of performance and expectations. If performance is below expectations, the customer is not satisfied. But if the
performance meets expectations, the customer is satisfied.
Today many universities focusing on high satisfaction because when students only get satisfaction they will easily
change their mind to get the better offer. They who are very satisfied will be a tough one to change their mind. High
satisfaction creates an emotional attachment to the brand, not just a rational preference.
The population of the research are students of Polytechnic Sawunggalih Aji. The population consists of Three
different programs  namely Accounting, Information Technology and Business Administration in April 2015 amounted to
393 students. Samples taken are 80 Polytechnic Sawunggalih Aji’s students.
From the research result the  level of student satisfaction on the quality indicators in the Customer Satisfaction
category are satisfied. It is shown from the majority of students are satisfied as much as 33.78. The level of student
satisfaction at Tangibles indicators are in the category satisfied. It is shown from the majority of students are satisfied.
Tangibles variable regression coefficient (X1) of 0.121. The level of student satisfaction on Reliability indicators are in
the category satisfied. It is shown from the majority of satisfied students’ regression coefficient Reliability (X2) is 0,139.
The level of student satisfaction at Responsiveness indicators are in the category satisfied. It is shown from the
majority of students are satisfied. The regression coefficient variable Responsiveness (X3) at 0, 275.
The level of student satisfaction on Assurance indicators are in the category satisfied. It is shown from the
majority of students are satisfied. Assurance variable regression coefficient (X4) of 0.304. The level of student satisfaction
at Empathy indicators are in the category satisfied. It is shown from the majority of students are satisfied as variable
regression coefficient Empathy (X5) of 0,071.