PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN MAHASISWA PADA PROGRAM PASCASARJANA SEKOLAH TINGGI ILMU EKONOMI PANCA BHAKTI PALU

Abstract

This research are determined and analyzed the effect of simultaneous and partial influence of service quality (direct evidence, reliability, responsiveness, assurance and empathy) against of Students Satisfaction on  Magister Program at STIE PB Palu. This research are descriptive and causal research with exposure relationship and impact study case. Populations on this research are 84 students of  Magister Program STIE Panca Bhakti Palu with census sampling technique in graduate students 2014, 2015 and 2016. Data analysis method are used Importance Performance Analysis (IPA)  and Multiple Linear Regression analysis. The result of research was present the importance of deployment on each Quality Service variable  in fulfilling the expectations of STIE PB Palu Graduate students using Importance Performance Analysis (IPA) method, the variables that need to be maintained are Direct Evidence (X1) and Warranty (X4) entered in Quadrant B, And variables with low performance but not yet urgent to be improved are Reliability (X2) and Empathy (X5) variables entered in C quadrant. Direct evidence, reliability, responsiveness, assurance and empathy have simultaneous and partial effects on satisfaction of STIE PB graduate of Palu students.