Pengaruh Kualitas Pelayanan dan Kinerja Karyawan terhadap Kepuasan Pelanggan (Studi pada Universitas Muhammadiyah Surakarta)

Abstract

Service Quality that becomes benchmark in this research is conducted by Muhammadiyah University of Surakarta in fulfilling customer requirement that is student in terms of service of administration and facility. While the employee performance is the result of the work of both the lecturer and the education personnel assessed by the students with indicators of effectiveness and efficiency, responsibility for work, discipline, and kemmapuan in solving problems. Subsequent customer satisfaction in this study will be referred to as student satisfaction is the satisfaction felt by students as users / users of services at Muhammadiyah Univeristy Surakarta. Employee performance, customer satisfaction influences both simultaneously and partially to customer satisfaction. Variation of customer satisfaction variable can be explained by service quality variable and employee performance equal to 52%. As for 48% explained by other variables of this study.