Hermawanti, Susi (2021) Pengaruh Pelayanan Jasa Pendidikan Terhadap Kepuasan Mahasiswa Asmi Santa Maria Yogyakarta Dengan Metode Path Analysis. Caritas pro Serviam, 43 (01). ISSN 1410 4547

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Abstract

One of the purposes of education is to prepare and provide human resources who have got professionalism, excellence, discipline, integrity, and competence in accordance with the community needs. One of the means done is to give quality services to the students. This research is aimed to understand the effect of education services towards students’ satisfaction. It is influenced by the services given by the staffs, lecturers, and institution. The service quality is measured from five dimensions: reliability, responsiveness, assurance, empathy, and tangible. The effects of the education service quality towards the students’ satisfaction is analysed using Path Analysis. It is applied to understand the effects of service quality towards the students’ satisfaction, both directly and indirectly. The results of this study showed that the factors of lecturers’ service quality (reliability, responsiveness, assurance, empathy, and tangible) simultaneously affected 73.2% of the students’ satisfaction and the other 26.8% was affected by other factors which were not revealed in the study. Meanwhile, the factors of administrative staffs’ service quality (reliability, responsiveness, assurance, empathy, and tangible) simultaneously affected 74.9% of the students’ satisfaction and the other 25.1% was affected by other factors which were not revealed in the study.

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