MANAJEMEN PELAYANAN PRIMA DALAM MENINGKATKAN KEPUASAN MAHASISWA TERHADAP LAYANAN PEMBELAJARAN (Studi Kasus di STIT Rakeyan Santang Karawang)

Abstract

Student satisfaction with learning services is a goal to be achieved in the prime service of a service organization. In educational institutions, the process of organizing academic activities is at the forefront of an educational institution, but achieving quality academic activities cannot be separated from problems related to education delivery. This research method uses qualitative research with research studies using descriptive analysis approach based on field research. The results of this study indicate that the determinants of student satisfaction with higher education services are tangibles, reliability, responsiveness, assurance, and empathy if a priority scale is needed in an effort to improve service quality, the reliability factor must first be increased, because it gives a dominant influence in determine student satisfaction with STIT Rakeyan Santang Karawang services as an educational institution.