ANALISIS KEPUASAN KUALITAS PELAYANAN PADA LEMBAGA PENDIDIKAN

Abstract

Abstract The purpose of this study is to find out how the level of satisfaction of students towards the quality of services provided by an Educational Institution, using five dimensions namely Tangible, Reliability, Responsiveness, Assurance, Emphaty. This research uses descriptive method by looking at the match between students' expectations and perceptions of the quality of services provided by the Educational Institution. The results of the study show that there is a general match between expectations and perceptions on the five dimensions of service quality, whereas when viewed in each dimension, namely: Tangible, Reliability Assurance and Emphaty are very suitable between expectations and perceptions and in the Responsiveness dimension the suitability between expectations and perceptions still low.