ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN MAHASISWA TERHADAP PELAYANAN PERPUSTAKAAN UNIVERSITAS MUAHAMMADIYAH ACEH

Muhammad Yamin, Muhammad Zaini

Abstract


The aim of the study is to analyse factors impacting upon students satisfaction on Muhammadiyah Aceh University library services as there is a belief that different in satisfaction level did occur among students.

            This study was performed at Muhammadiyah Aceh University library. Students satisfaction measured through five factors in service quality namely reliability, responsiveness, assurance, emphaty, and tangible. The population in the study is all 212 Muhammadiyah Aceh library registered-member students.  They are from six faculties and two academies within Muhammadiyah Aceh University. From those, 64 persons was sampled using stratified random sampling method.

The result of the study shows that service quality positively associated with the students satisfaction on Muhammadiyah Aceh library services. The most positive association is between service quality and responsiveness. On the other hand, the least positive association is between service quality and reliability.


References


Februadi, Agustinus,ddk (2001) Pengukuran Kualitas Jasa (service quality) Bidang Pengajaran Yang Di Sediakan Oleh politeknik Bandung. Tata Niaga, vol.11. No.1 April.

Gozali, Imam (2001) Aplikasi Multi Variate Dengan Program spss. Edisi 1, Semarang.

Kotler, Philip (2007) Manajemen Pemasaran : Analisis, Perencanaan, Inplementasi dan Pengendalian, Edisi Ke, 8 Jilit 2 Terjemahan Ancella. A. Hermawan, Salemba Empat, Jakarta.

Kotler, Philip. (2007) Manajemen Pemasaran, Edisi 11 Jilit 1. Terejemahan Benyamin Molan, Salemba Empat, Jakata.

Lastu, Purnomo (2001) Kualitas Layanan dan Kepuasan Pelanggan Di Bank Jatim Cabang Utama Surabaya. Jurnal Ekonomi Dan Bisnis, Vol 4.No, 1 Desember 2001.

Malhotra (2005) Marketing Rissearch, New York, Mc. Graw Hill Book Company.

Maulydiah Dan Sutrrdji (2006) Beberapa Faktor Yang Berpengaruh Pada Kepuasan Pengguna Perpustakaan. Studi Khusus di Perpustakaan Balai Penelitian Tanaman Kacang-Kacangan Dan Umbi-Umbian Malang, Jurnal Perpustakaan Pertanian Vol. 15 Nomor 2, 2006.

Singarimbun Masri (2008) Metode Penelitian Surve, Cetakan Ke 2, LP3ES, Jakarta.

Siringoringo Dan N Dendo (2007) Analisis Kepuasan Mahasiswa Terhadap Pelayana PSMA On-line Pada Universitas Gudarma ISSN Vol 2.

Sule, Emitisnawati (2002) Keterkaitan Antara Kepuasan Kerja Karyawan Dan Kepuasan Pelanggan Dengan Kinerja Perusahaan, Jurnal Bisnis Dan Manajemen, Vol 1, No.1, 2002:27-52.

Suliyanto (2006) Metode Riset Bisnis, Penerbit Andi, Yogyakarta.

Supranto, J (2000) Metode Peramalan Kuantitatif Untuk Perencanaan Ekonomi Dan Bisnis, Rineka Cipta, Jakarta.

Supranto, J. Pengukuran Tingkat Kepuasan Pelanggan, Rineka Cipca. Jakata.

Tjiptono, Fandy,(1999) Manajemen Jasa, Edisi Pertama, Andi Offset, Yogyakarta.

Umar, Husein (2005) Metode Penelitian Untuk Skripsi Dan Tesis Bisnis, PT.Raja Grafindo Persada. Jakarta.

Waryanto, Budi dan Miliafati (2006) Informasi Data Skala Ordinal Ke Interval Dengan Mengunakan Makro Minitab. Informatika Pertanian Volume 15.




DOI: https://doi.org/10.37598/jimma.v1i2.321

Refbacks

  • There are currently no refbacks.