Analisis Kualitas Pelayanan Terhadap Kepuasan Mahasiswa dalam Implementasi ISO 9001:2015 di Politeknik Maritim AMI Makassar - Pahlawansah, Haniwijaya; Yahya, Muhammad; Amiruddin, Amiruddin (YUME : Journal of Management, 2022)
AbstrakPenelitian ini bertujuan untuk mengetahui bagaimana pengaruh kualitas pelayanan dalam dimensi tangible, reliability, responsiveness, assurance dan empaty terhadap kepuasan mahasiswa dalam implementasi ISO 9001:2015 di Politeknik Maritim AMI Makassar. Populasi dalam penelitian ini adalah taruna di Politeknik Maritim AMI Makassar kemudian diambil sampel sebanyak 114 orang. Analisis data yang digunakan adalah statistik deskriptif dan menggunakan regresi sederhana serta regresi ganda untuk menjawab rumusan masalah. Hasil analisis data menunjukkan: (1) terdapat pengaruh secara signifikan tingkat kualitas pelayanan dalam dimensi tangible sebesar 52,1% terhadap kepuasan mahasiswa, (2) terdapat pengaruh secara signifikan tingkat kualitas pelayanan dalam dimensi reliability sebesar 73,5% terhadap kepuasan mahasiswa, (3) terdapat pengaruh secara signifikan tingkat kualitas pelayanan dalam dimensi responsiveness sebesar 79,2% terhadap kepuasan mahasiswa, (4) terdapat pengaruh secara signifikan tingkat kualitas pelayanan dalam dimensi assurance sebesar 72% terhadap kepuasan mahasiswa, (5) terdapat pengaruh secara signifikan tingkat kualitas pelayanan dalam dimensi reliability sebesar 79,1% terhadap kepuasan mahasiswa, (6) terdapat pengaruh secara signifikan tingkat kualitas pelayanan dalam dimensi tangible, reliability, responsiveness, assurance dan enpaty secara bersamaan sebesar 89,8% terhadap kepuasan mahasiswa, Kata Kunci: Tangible, Reliability, Responsiveness, Assurance, Empaty AbstractThis study aims to determine how the influence of service quality in the dimensions of tangible (physical evidence), reliability, responsiveness, assurance and empathy to the satisfaction of students in the implementation of ISO 9001: 2015 at the Polytechnic Maritime AMI Makassar. The population in this study were cadets at the Polytechnic Maritime AMI Makassar, then 114 people were taken as samples.The data analysis used is descriptive statistics and uses simple regression and multiple regression to answer the problem formulation. The results of data analysis show: (1) there is a significant influence on the level of service quality in the tangible dimension of 52.1% on student satisfaction, (2) there is a significant influence on the level of service quality in the reliability dimension of 73.5% on student satisfaction, ( 3) there is a significant effect on the level of service quality in the responsiveness dimension of 79.2% on student satisfaction, (4) there is a significant influence on the level of service quality in the assurance dimension of 72% on student satisfaction, (5) there is a significant influence on the level of quality service in the dimension of reliability of 79.1% on student satisfaction, (6) there is a significant influence on the level of service quality in the dimensions of tangible, reliability, responsiveness, assurance and empaty simultaneously by 89.8% on student satisfaction,  Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy