ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN IMPORTANCE PERFORMANCE ANALYSIS SERTA IMPLIKASINYA PADA KEPUASAN PESERTA DIDIK (SUATU SURVEI DI SDN CISEUREUH 11 KAB PURWAKARTA)

Abstract

The purpose of this study is to explain the community's interest in the quality of education provided by the Ciseureuh 11 Public Elementary School. It can be seen from: Physical evidence that is the desire of principals, teachers and employees to improve the availability of facilities and infrastructure as well as appearance in the administration of education. To find out whether Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Guarantee (X4) and Empathy (X5) on Satisfaction (Y) simultaneously have a significant effect or not, the authors will test it with the use of statistics F. Test Based on the results of calculations that have been done, the authors try to draw the following conclusions. Respondents' responses about Physical Evidence (X1) obtained a value of 352.9 and in classifying the percentage of the score included in the medium category. Respondents' responses about Reliability (X2) obtained a value of 382.0 and in classifying the percentage of the score included in the medium category. Respondents 'responses about Responsiveness (X3) obtained a value of 374.4 and in the classification of the percentage score is included in the medium category. Respondents' responses about Guarantee (X4) obtained a value of 459.5 and in the classification of the percentage score is included in the high category. Respondents' responses about Empathy (X5) obtained a value of 416.0 and in classifying the percentage of the score included in the medium category. Respondents' responses about Satisfaction (Y) obtained a value of 391.0 and in classifying the percentage of the score included in the medium category. There is a significant influence between Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Guarantee (X4) and Empathy (X5) on Satisfaction (Y) of 33.61%. While the path coefficient for other factors not observed was 66.39%.

Keywords : PhysicalProof, Responsiveness, Empathy and Quality of Education