Pengaruh Kualitas Layanan Jasa Terhadap Kepuasan Pelanggan Lembaga Bimbingan Belajar St. Ignatius Education & Training Center Di Palembang

This study aims to analyze the influence of the services quality consisting of
five dimensions of service quality: Tangible, reliability, responsiveness, assurance,
and empathy for customer satisfaction at institutions tutoring St. Ignatius Education
Center in the city of Palembang. The population in this study were students who
participated in the study in tutoring St. Ignatius. Used as a sample of 100
respondents and use non probability sampling techniques. Non Probability type of
sampling is purposive sampling in which information is taken from members of the
population who are willing to fill out a questionnaire. Hypothesis testing using
multiple regression analysis with SPSS 16. The results of this study indicate that all
of the research hypothesis is accepted. Four dimensions of service quality has
positive influence that physical evidence, reliability, responsiveness, assurance and
empathy while the negative effect on customer satisfaction.