An Analysis of Student Satisfaction Level on Service and Facilities Quality Using Weighted Least

Abstract

Abstract The present article aims to study the level of students satisfaction of PGRI Yogyakarta University towards service and facilities quality. To try and understand the factors which influence student satisfaction as well as consequences of it, this study test a weighted least squares model. This study investigate determinant and dominant factors of the students satisfaction and its characteristics. The data were collected through a questionnaire administered to 644 students of PGRI Yogyakarta University to investigate their perceptions of the universities services. A questionnaire containing 30 questions has been used for data collection. The data were analyzed using the descriptive technique and the weighted least sqares analysis. The measurement of the service quality is an important element to provide better, more efficient and more effective services. Spss Software and cronbach alpha index have been used for data analysis and reliability. The reliability factor should be improved first because it is dominant in determining the students’ satisfaction. Quality indicators constituting the reliability factor include classroom, library, laboratory, public area, and information system. The results show that, by percentage, 2 indicator is in the very good category, only 5 indicators are in the good category, 9 indicators are in the fairly good category, and 14 indicators are in the poor category. The results indicate that the universities service quality needs to be improving. The results of the analysis show that five determinant factors of the students’ satisfaction include tangibles, reliability, responsiveness, assurance, and empathy. By the priority scale, the reliability factor should be improved first because it is dominant in determining the students’ satisfaction.