Studi Implementasi tentang Peranan Pelayanan terhadap Tingkat Kepuasan Mahasiswa pada Jurusan Administrasi Bisnis Politeknik Negeri Pontianak

Abstract

The object of this research is business administration department, the state polytechnic of Pontianak which provides service on higher education for societies and the respondents of the study are students and in-coming students as a costumer. Research problem are ; Firstly, how the service quality provide in regards gap between performance and costumer expectation. Secondly, the impact of the service quality with five simultan and partial variables on customer satisfaction, and thirdly, which variable acts as determinant variable. The expected purpose is to know and explain the Given Service Quality, to know the influence of Service Quality variable on customer satisfaction level, and dominant factor on business administration. Customer satisfaction can be enhanced when excellent service increased in regards with management service (X3) is the lowest score compared with others variables, therefore if needed a further attention. With the existence of rational and high efficiency in the process will produce fixed and good quality. Rumiati (2005) said state that the improvement of Human Resources Quality produce professionalism in service and reflected by the high index of customer satisfaction.