PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN TARUNA POLITEKNIK PELAYARAN BAROMBONG MAKASSAR

Marlan Umar. 2022, The influence of service quality on the satisfaction of the cadets of
the Barombong shipping polytechnic Makassar, guided by Harlindah Harniati Arfan and
Asri

This study aims to determine the effect of service quality on the satisfaction of
Barombong Shipping Polytechnic cadets, involving 248 cadets as respondents. This type
of research is quantitative and uses a comparative research approach. The data
collection strategy used a questionnaire with a Likert scale. The data analysis technique
used multiple linear regression analysis technique using SPSS for windows version 25.

The independent variable consisted of service quality which was translated into
five servqual dimensions, including: tangible, reliability, responsiveness, assurance and
empathy. While the dependent variable is cadet satisfaction. The hypothesis is formulated
for research using 3 (three) tests, partial testing (t test), simultaneous testing (F test) and
dominant testing (Beta test).

The results of this study indicate that Tangible, Reliability, Responsiveness,
Assurance, and Emphity simultaneously have a significant positive effect on cadet
satisfaction. This means that the better the quality of service is supported by the amount
of organizational commitment and complete work facilities, then the performance of
employees in serving will be better based on the results of statistical analysis of the
variables studied.