Pengaruh Dimensi SERVQUAL dan Kinerja Pengurus Terhadap Partisipasi Anggota

Abstract

The purpose of this research is to know influence the perception of dimension Servqual members consists of variable tangibles, reliability, responsiveness, assurance, and empathy, as well as the performance of the board to Member participation in Kopma Unila. The method which used in this research is descriptive verified with the approach ex post facto and survey. The population in this study were 72 FKIP students and the sample used was 42 FKIP students determined by simple random sampling. Data collection techniques with questionnaires. Data were collected through prepared by the program analysis unit linear regression and multiple regression analysis. The analysis shows that there is the influence of servqual dimension which consist of physical evidence variable, reliability, responsiveness, assurance, and empathy, and performance of management toward member participation.

Tujuan penelitian untuk mengetahui persepsi anggota tentang dimensi Servqual yaitu bukti fisik, kehandalan, daya tanggap, jaminan, dan empati, serta kinerja pengurus terhadap partisipasi Anggota di Kopma Unila. Metode penelitian ini adalah metode deskriptif verifikatif dengan pendekatan ex post facto dan survey. Populasi dalam penelitian ini sebanyak 72 mahasiswa FKIP dan sampel yang digunakan sebanyak 42 mahasiswa FKIP ditentukan melalui simple random sampling. Teknik pengumpulan data dengan kuisioner. Data yang terkumpul diolah dengan analisis regresi linear dan analisis regresi multipel. Hasil analisis menunjukkan bahwa ada pengaruh dimensi Servqual yang terdiri dari variabel bukti fisik, kehandalan, daya tanggap, jaminan, dan empati, serta kinerja pengurus terhadap partisipasi anggota.

Kata kunci : Dimensi servqual, Kinerja Pengurus, Partisipasi Anggota