PENGARUH KUALITAS PELAYANAN AKADEMIK DAN FASILITAS BELAJAR TERHADAP KEPUASAN LAYANAN SISWA SMK BATIK 2 SURAKARTA

Danang Kurniadi, Hery Sawiji, Susantiningrum Susantiningrum

Abstract

The objectives of this study were to knowing: (1)  Knowing whether there is an effect of academic service quality on student service satisfaction at SMK Batik 2 Surakarta. (2) Knowing whether there is an effect of educational facilities on student service satisfaction at SMK Batik 2 Surakarta, (3) Knowing whether there is an effect of the quality of academic services and educational facilities together on student service satisfaction at SMK Batik 2 Surakarta. This research used quantitative methods. The population was all students of grade XI of SMK Batik 2 Surakarta. Sample of 89 students were taken by census technique. Data collection techniques for communication skills, learning discipline used questionnaire method, while learning outcomes used documentation method. The data analysis technique used was multiple regression analysis using SPSS 17. Based on the results of data analysis that have been carried out, (1) There is a significant influence of academic service quality on service satisfaction, (2) there is a significant effect of learning facilities on service satisfaction, (3) there is a simultaneous significant influence on the quality of academic services and learning facilities on service satisfaction. With the effective contribution of academic service quality (X1) of 18.5%, the effective contribution of learning facilities (X2) of 37.4% and the relative contribution of academic service quality (X1) 33.01%, the relative contribution of learning facilities (X2) 66, 90%.

Keywords

service quality, learning facilities, service satisfaction

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DOI: https://doi.org/10.20961/jikap.v5i3.54125

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