SERVICE QUALITYTERHADAP KEPUASAN MAHASISWA AKUNTANSI

Abstract

The research aims to find out the influence of service

quality consists of reliability, responsiveness, assurance,

empathy, and tangibles on the students’ satisfaction in

Accounting Department of Economics Faculty of UMRAH

Tanjungpinang. This study is categorized into quantitative

research with survey approach. The total samples observed are

151 respondents of 584 students population which are determined

through Yamane formula (1967), while the technique of sampling

uses Simple Random Sampling Method. The research instrument

testing uses validity test, reliability test and classic

assumptive test. In the meantime, the data analysis technique

uses multiple linear regression with hypothesis test (F test and

The result of the research shows that from the calculation

of F test, five dimensions of service quality influence

simultantly on the students’ satisfaction in Accounting

Department of Economics Faculty of UMRAH (Y). From the

calculation of the t test is proven that partially, variable of

reliability (X1), responsiveness (X2), assurance (X3), and

tangibles (X5) have a significant influence to dependent

variable (Y), while the variable of empathy (X4) has no

significant influence to dependent variable (Y). From the

calculation of the coefficient of determination (Adjusted R

Square) shows a value of 0,145 which means that the influence of

the independent variable on the dependent variable is 14,5%,

while the remaining 85,5% is influenced by other variables,

beyond the five independent variables.

Keywords :Service Quality, SERVQUAL, Students’ Satisfaction,

University, Education.

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