HUBUNGAN ANTARA KUALITAS PELAYANAN DAN TANGGUNG JAWAB DENGAN KEPUASAN PELANGGAN FAKULTAS ILMU SOSIAL UNJ

Abstract

This study aims to determines the relationship between service quality and responsibility with customer satisfaction in Faculty of Social Sciences UNJ. The research was conducted using survey method with the correlational approach. In this research, student in Faculty of Social Sciences, State University of Jakarta was chosen as the unit of analysis with a sample size of 249 people who are determined by simple random sampling technique.
 The results show: First, There is a relationship between service quality with student satisfaction; Second, There is a relationship between with customer satisfaction. Third, There is a relationship between service quality and responsibilities with customer satisfaction. Further to improve student satisfaction, the administrative staff should consider the availability of adequate facilities and infrastructure, provide excellent service to students, and understand the needs of students.