ANALYSIS OF STUDENT SATISFACTION AT X UNIVERSITY, USING THE SERVQUAL METHOD

ABSTRACT The education services industry competes so that it demands universities to maintain quality. Universities must improve excellence to be able to compete with other universities. The purpose of this study is to identify efforts in realizing the implementation of excellent service, describes in general about student satisfaction through Servqual dimensions and to test empirically whether there is a difference in the level of student satisfaction by force. The method used is descriptive analysis covering 5 (five) Service Quality (ServQual) dimensions. The results of this study the average score of satisfaction score is 72.15. This indicates that new students feel satisfaction of 72% based on the five servqual dimensions. The Realibility dimension is the highest satisfaction aspect with an average score of 74.43. Tangible dimension is the lowest satisfaction aspect of the average score of 68.26. There are differences in student satisfaction based on servqual dimensions seen from the level. The 2017 class has a higher level of satisfaction compared to the 2016 class. Keywords: Excellent Service, Service Quality (ServQual