RELATION BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION DOES IT MATCH WITH UNIVERSITY VALUES

Main Article Content

Agatha Septianna Sri Ratnasari
Antonny Wijaya
Prisca Yeniyati

Keywords

Customer Satisfaction, Customer Values, Service Quality, Quality Measurement

Abstract

The purpose of this research is to analyze the relation between service quality
and customer satisfaction within Musi Charitas Catholic University. The result of this
study will help management to improve service quality and satisfaction among the
students and hopefully all variables will also fit and match with university values i.e.
CHAMPION. 300 questionnaires were distributed to the students from 4 faculties
using convenience sampling technique, but only 214 questionnaires available to be
processed. The result shows that Service Quality 61,6% significantly have positive
impact related to customer satisfaction, and the rest of it 38,4% related with other
factors.

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