ABSTRACT

ABSTRACT

Bonar S. Panjaitan, 18207003
ANALYSIS LEVEL OF SATISFACTION WITH STUDENTS AKOMMRTVI GLOBAL MEDIA SERVICE QUALITY ACADEMIC ADMINISTRATION
PI. Management Department, Faculty of Economics, University Gunadarma, 2010

Key words: service quality, student satisfaction, expected service, perceived service.

Research writing is made to determine the influence of service quality of academic administration on the level of student satisfaction. For that we need a measurement of student satisfaction level of services for the Bureau of Academic Administration determine the factors that are considered important and expected by students so that by improving the performance of these factors will be able to satisfy the student. Thus, Academic Administration Bureau will be able to provide its service and provide appropriate services according to the desired student.

AkommRTVi GlobalMedia demands to increase servicing of student. Because of quality servicing is the most important factor within creating student satisfaction. There is one way to measure the student satisfaction. The way is by analyzing dimensions quality servicing. The dimensions quality servicing are tangibles (direct evidence), reliability (good ability), responsiveness (smart), assurance (guarantee), and empathy (care). The dimensions quality servicing is very effective for every company to watch the level of student satisfaction. Therefore, the aim of this research is to measure student satisfaction which is can be seen into five dimensions of student toward student satisfaction of AkommRTVi GlobalMedia.

To analyze the dimensions quality servicing that is the most influence significantly toward student satisfaction of AkommRTVi GlobalMedia. Besides that, it also inspects the concept how to service student in Bureau of academic .

Based on the result of data analysis, the researcher found several steps to use double regression analysis method. It can be known that from the five dimensions above only have four dimensions to influence significantly toward student satisfaction of AkommRTVi GlobalMedia . The dimensions are tangibles (direct evidence) , reliability (good ability), empathy (care). While, for assurance (guarantee) is not influence significantly. Variable has the most dominant to influence toward student satisfaction is responsiveness variable. To watch the previous result analysis, the management of AkommRTVi GlobalMedia in this case Bureau of Academic (BAA) should measure to struggle and satisfy the student dimensions that is having significant influence toward student satisfaction and maintain to serve the most dominant to influence student satisfaction.