Impact of Service Quality Dimensions on Student Satisfaction in Universitas Amikom Yogyakarta

Abstract

This study aims to examine the effect of service quality dimensions on student satisfaction at Universitas Amikom Yogyakarta. The research population was all undergraduate students who had studied at least in the third semester. The research population was all undergraduate students who had studied at least in the third semester. The sample size was 320. The sampling technique chosen was purposive sampling. Furthermore, testing the research hypothesis using a multiple linear regression model. The results of hypothesis testing prove that the dimensions of tangibles, assurance and empathy have a significant positive effect on student satisfaction. While the dimensions of reliability and responsiveness have a positive but not significant effect on student satisfaction. The coefficient R squared is 56%, meaning that the variation in changes in student satisfaction is determined by the five dimensions of service quality in the research regression model of this study.