PENGARUH KOMPETENSI DOSEN, KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA IKIP MATARAM
Abstract
Tujuan dari penelitian ini adalah untuk mencari informasi tentang pengaruh
kompetensi dosen, lingkungan belajar, dan kualitas pelayanan terhadap kepuasan
pelanggan. Penelitian ini diselenggarakan pada mahasiswa IKIP Mataram dengan
sampel sebanyak 86 mahasiswa, yang dipilih secara acak dengan menggunakan
sampel acak sederhana. Metode penelitian dengan menggunakan analisis jalur dan
menguji hipotesis. Hasil penelitian menunjukkan bahwa: (1) terdapat pengaruh
langsung kompetensi dosen terhadap kepuasan pelanggan; (2) terdapat pengaruh
langsung lingkungan belajar terhadap kepuasan pelanggan; (3) terdapat pengaruh
langsung kualitas pelayanan terhadap kepuasan pelanggan; (4) terdapat pengaruh
langsung kompetensi dosen terhadap kualitas pelayanan; (5) terdapat pengaruh
langsung lingkungan belajar terhadap kualitas pelayanan; dan (6) terdapat pengaruh
langsung kompetensi dosen terhadap lingkungan belajar. Oleh karena itu, untuk
menmgkatkan kepuasan pelanggan mahasiswa dapat ditingkatkan melalui kompetensi
dosen, lingkungan belajar, dan kualitas pelyanan.
Kata kunci: kompetensi dosen, lingkungan belajar, kualitas pelayanan, dan
kepuasan pelanggan.
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