PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN SISWA DALAM MENGIKUTI KURSUS DI LEMBAGA BIMBINGAN BELAJAR(Studi Pada LBB Ganesha Operation Cabang Gayungsari Surabaya)

Abstract

In the business of providing services himself tutored, LBB ganesha operation gayungsari surabaya compete with an educational institution non-formal other which are also quite known in society, especially in gayungsari surabaya.To face competition, the also offers new system of learning by the use of the many methods and facilities for students. This research serves to know the influence of tangible, reliability, responsiveness, assurance, and empathy for the satisfaction of students in following a course over LBB ganesha operation

This is the kind of research causal by using the approach of quantitative.In this research as the population is a high school student of class xii which follows the course in lbb ganesha operation which consisted of 407 land of students and students, a sample of as many as 100 by using purposive of sampling and uses the technique multiple linear regression analysis.

From the data in multiple linear regression analysis that it has value of the coefficients determination (R²) as much as 0,544 which means quality of the service impact on the satisfaction of students who categorized as much as 54,4 % average and the rest 45,6 % influenced by other variables. Next done the testing of Hypothesis test using the F test and t test where Fvalue of 24.593 with a significance value of 0.000 is smaller than the significance level α = 0.05. Then hypothesis accepted, it is proven that there is significant influence between variables quality of the service consisting of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) against satisfaction students (Y). Based on test t, variable the most dominant impact on the satisfaction of students are a guarantee in the value of the regression coefficient most of 0,330 than variable free others.

Keywords: the quality of service, students satisfaction.