Analisis Faktor Kualitas Layanan Yang Menentukan Kepuasan Siswa SMUK Di Lingkungan Yayasan Yohanes Gabriel (Studi Kasus: Siswa SMUK Untung Suropati Sidoarjo, SMUK Santo Yusuf Karangpilang dan SMUK Karitas III Surabaya)

Hermanto, Yustinus Budi (2007) Analisis Faktor Kualitas Layanan Yang Menentukan Kepuasan Siswa SMUK Di Lingkungan Yayasan Yohanes Gabriel (Studi Kasus: Siswa SMUK Untung Suropati Sidoarjo, SMUK Santo Yusuf Karangpilang dan SMUK Karitas III Surabaya). Masters thesis, Program Pascasarjana Universitas Bhayangkara Surabaya.

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Abstract

This research is designed by using the descriptive research. A descriptive research is used to describe customer satisfaction of service quality factors as importance performance satisfaction. The variables researched is independent variables of service quality factors are : 1. Tangible 2. Reliability 3. Responsiveness 4. Assurance 5. Empathy The analysis used in this research is descriptive frequency, importance performance analysis (IPA) and confirmatory factor analysis (CFA). The Analysis result indicates that: 1. Tangible, reliability, responsiveness, assurance, and empathy have significance contribution on customer satisfaction. Reliability is dominant contribution. 2. Both of expected performance and actual performance of assurance are high and support satisfaction. 3. Tangible is non satisfaction, because actual performance of tangible is less than expected performance. 4. Expected performance of responsiveness, empathy and reliability less than assurance and tangible, but it's actual performance have satisfaction 5. This research recommend that the assurance and tangible factors more developed.

Item Type:

Thesis (Masters)

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