PENGARUH KUALITAS LAYANAN PADA KEPUASAN MAHASISWA PROGRAM STUDI MAGISTER MANAJEMEN UNIVERSITAS GADJAH MADA

This study aims to examine and analyze the quality of services jointly have a significant effect on student satisfaction study Master of Management program at Gadjah Mada University Yogyakarta and analyze the quality of service that the dominant effect by using multiple regression analysis. Equation results indicate that the quality of services comprising reliability, responsiveness, assurance and empathy together positive and significant impact on student satisfaction study Master of Management program at Gadjah Mada University in Yogyakarta, thus supporting the hypothesis second, third, fourth and fifth dimension whereas tangible it did not influence positively and significantly on student satisfaction. Partial test results can be seen that of the four variables studied, it turns out the dimensions of reliability, responsiveness and empathy dominant influence on student satisfaction study Master of Management program at Gadjah Mada University in Yogyakarta. Different test results also show that there are differences in students' perceptions of service quality if in the review of the gender, age, half of the group, group classes and sources of college financing