PENGARUH DIMENSI KUALITAS PELAYANAN WEBSITE AKADEMIK TERHADAP KEPUASAN MAHASISWA PADA STIE “KBP”

Abstract

Penelitian ini dilakukan dengan tujuan untuk mengetahui pengaruh: 1) variabel tangible 2) variabel reliability 3) variabel responsibility 4) variabel assurance 5) variabel empathy terhadap kepuasan mahasiswa dalam pelayanan website akademik Sekolah Tinggi Ilmu Ekonomi “KBP” Padang, dan 6) variabel tangible, reliability, responsibility, asssurance, dan empathy secara bersama-sama terhadap kepuasan mahasiswa dalam pelayanan website akademik Sekolah Tinggi Ilmu Ekonomi “KBP” Padang. Populasi 1174 orang, sampel 92 orang. Analisis data: analisis deskriptif, uji validitas, uji reliabilitas, uji normalitas. Sedangkan pengujian hipotesis menggunakan analisis regresi linier berganda. Hasil penelitian menemukan: 1) Variabel tangible, 2) variabel reliability, 3) variabel responsibility, 4) variabel assurance, 5) variabel emphaty berpengaruh signifikan terhadap kepuasan mahasiswa (Y), dan 6) variabel tangible, reliability, responsibility), assurance, dan emphaty secara bersama-sama berpengaruh signifikan terhadap kepuasan mahasiswa pada website akademik Sekolah Tinggi Ilmu Ekonomi “KBP’ (Y).

This research was conducted to determine the effect: 1) variable tangible, 2) variable reliability, 3) variable responsibility, 4) variable assurance, 5) variable empathy to the satisfaction of students in the academic website services 6) variable tangible, reliability, responsibility, assurance, and empathy together to the satisfaction of students in the academic website ministry STIE "KBP" Padang. Population of 1174 people. The samples as 92 people. Analysis of the data: descriptive analysis, validity, reliability, test for normality. While testing the hypothesis using multiple linear regression analysis. The results found: 1) Variable tangible, 2) variable reliability, 3) the variable responsibility, 4) variable assurance, 5) variable empathy (X5) significantly affects student satisfaction (Y), and 6) the variable tangible (X1), reliability (X2), responsibility ( X3), assurance (X4), and empathy (X5) jointly significant effect on student satisfaction on academic website STIE "KBP" (Y).

Keywords: Tangible, Reliability, Responsibility, Asssurance, Empathy and Student Satisfaction