通过提高东雅加达旅游院校的服务质量提高学生满意度

Setyo Widiarto, Soerjanto Soerjanto
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引用次数: 0

摘要

在东雅加达的私立大学,本研究考察了五个服务质量因素对学生满意度的影响。研究工具由28个问题组成,使用李克特量表根据变量、维度和指标进行排列和结构化。数据收集采用谷歌表格发放问卷,对30人进行效度和信度检验,300人作为研究样本。采用多元线性回归方法,借助SPSS软件进行数据分析。本研究的部分结果表明,服务质量的三个维度,即可靠性,移情和有形,显著影响学生满意度。然而,响应性和保证的维度不影响学生满意度。同时,服务质量的五个维度对学生满意度有显著影响。
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Increasing Student Satisfaction Through Improving Service Quality at Tourism Colleges in East Jakarta
At private universities in East Jakarta, this study examines the impact of five service quality factors on student satisfaction. The research instrument consists of 28 questions arranged and structured based on variables, dimensions and indicators using the Likert scale. Data collection using questionnaires distributed via Google form to 30 people for validity and reliability testing and 300 people as research samples. The multiple linear regression method is used for data analysis with the help of SPSS software. The study's results partially show that three service quality dimensions, namely Reliability, Empathy and tangibles, significantly affect student satisfaction. Still, the dimensions of Responsiveness and assurance do not affect student satisfaction. Simultaneously, five dimensions of service quality have a significant effect on student satisfaction.
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