PENGARUH KUALITAS LAYANAN PENDIDIKAN TINGGI TERHADAP KEPUANSAN MAHASISWA (STUDI KASUS PADA UNIVERSITAS BAKRIE)

Penelitian ini dilakukan untuk mengetahui pengaruh kualitas layanan pendidikan tinggi terhadap kepuasan mahasiswa dengan mengadopsi metode HEdPERF. Data penelitian didapatkan dari 297 responden penelitian yang berstatus sebagai mahasiswa aktif Universitas Bakrie. Metode analisis yang digunakan adalah analisis regresi linier berganda untuk mengetahui pengaruh antara variabel bebas dan terikat dan Importance Performance Analysis (IPA) untuk mengetahui indikator apa saja yang harus ditingkatkan dalam rangka untuk meningkatkan kepuasan mahasiswa Universitas Bakrie. Variabel bebas yang digunakan dalam penelitian ini yakni non-academic aspects, academic aspect, reputations, access dan program issues dan variabel terikat yang digunakan adalah kepuasan mahasiswa ( student satisfaction ). Hasil analisis data menunjukkan secara bersamaan kelima variabel bebas tersebut berpengaruh signifikan terhadap kepuasan mahasiswa ( student satisfactions ) Universitas Bakrie dengan koefisien determinasi sebesar 57.6%. Sedangkan berdasarkan hasil IPA menunjukkan bahwa terdapat delapan butir indikator yang harus ditingkatkan untuk meningkatkan kepuasan mahasiswa ( student satisfaction ). Kata kunci : HEdPERF, kualitas layanan, Importance Performance Analysis , kepuasan mahasiswa This study was conducted to determine the effects of higher education service quality to student satisfaction by adopting HEdPERF method. The resources data obtained from 297 respondents status as active students in Bakrie University. The analytical methods used are multiple regressions analysis to determine the effects of dependent and independent variables and Importance Performance Analysis to determine which indicators should be improved to increase student satisfaction in Bakrie University. 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