Analysis of Service Quality on Student Satisfaction of Universitas Dirgantara Marshal Suryadarma

Abstract

Universitas Dirgantara Marshal Suryadarma is one of the private universities under the auspices of the Indonesian Air Force located in East Jakarta, DKI Jakarta Province. In providing services to Aerospace University students, Marshal Suryadarma needs to do something best and provide satisfaction to students in their services. This study aims to determine the quality of service about student satisfaction at Marshal Suryadarma Aerospace University. The research approach used is qualitative descriptive with data collection techniques through: conservation, interviews and documentation. Data analysis techniques: data reduction, data presentation, and conclusions, with respondents being students at Marshal Suryadarma Aerospace University, which has been determined as many as 2 people. From the results of the research analysis, it can be concluded that the quality of service is shown from the aspects of tangible, realibility, responsiveness, assurance, and emphaty. At Marshal Suryadarma Aerospace University, there are as follows: tangible aspects provide complete facilities, arrangement of goods and clean and neat appearance of employees. In the aspect of reability, using a manual system in making payment transactions for operating hours that are always right and providing polite and polite service. The aspect of resposiveness, always responds / responds to complaints and complaints from students, but students must first find employees to get services. The assurance aspect, provides a guarantee of safety, comfort, and guarantee of the products purchased by students and employees have the skills and knowledge of the products sold. The emphaty aspect, employees always communicate to students.

Keywords: Service Quality, Customer Satisfaction, Tangible, Reliability, Responsiveness, Assurance, Emphaty