PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA LEMBAGA PENDIDIKAN BAHASA ASING FANKA PALEMBANG

The aim of this study is to see the influence of five dimensions service quality on customers’ satisfaction. The observation object is Lembaga Pendidikan Bahasa Asing Fanka Palembang, one of foreign language institution at Palembang city. Writer also want to see the influence in every dimension from five dimensions. The data were collected from observation, library research, questionnaire and interview. Then the data were analyzed by using SPSS (Statistical Product and Service Solution) versi 11.5 for Windows and cartecius digram to know level suitability between customers’ expectation and the realization of institution. The results were all of dimensions simultaneously influence customers’ satisfaction and in partial, reliability dimension was the most dominant dimention influencing customers’ satisfaction. Base on regression analysis obtainable result of five dimentions, they are tangibles 0.519, reliability 0.593, responsiveness 0.338, assurance 0.621 and emphaty 0.274. Keyword: Service quality, Customers’ satisfactio