PERANAN BUKTI FISIK (TANGIBLES), KEHANDALAN (RELIABILITY), DAYA TANGGAP (RESPONSIVENESS), JAMINAN (ASSURANCE), DAN EMPATI (EMPHATY) DALAM MENGUKUR KUALITAS PELAYANAN STIE MADANI BALIKPAPAN
    Volume: Vol. 2, No. 1, Maret 2018
    Penulis: Rudy Pudjut Harianto date: 2018-03-02

    This research aims to analyze the dimensions of service quality through Tangibles, Reliability, Responsiveness, Assurance, and Empathy on STIE Madani Balikpapan. The population and sample that used are the total number of students as much as 387 from all study programs. Then the method of analysis that used are validity test and reliability test. The result of validity test could be explained : Tangibles, Reliability, Responsiveness, Assurance, and Empathy as a whole shows the value of r count is greater (>) than r table value (0,0997). Then, the result of reliability test could be explained : 1). Cronbach's Alpha value is greater than 0.60 (0.814 > 0.60) it can be stated that the Tangibles variable is feasible and reliable, 2). Cronbach's Alpha value is greater than 0.60 (0.845 > 0.60) it can be stated that the Reliability variable is feasible and reliable, 3). Cronbach's Alpha value is greater than 0.60 (0.693 > 0.60) it can be stated that the Responsiveness variable is feasible and reliable, 4). Cronbach's Alpha value is greater than 0.60 (0.893 > 0.60) it can be stated that the Assurance variable is feasible and reliable, and 5). Cronbach's Alpha value is greater than 0.60 (0.944 > 0.60) it can be stated that the Empathy variable is feasible and reliable.
    Keywords : Tangibles, Reliability, Responsiveness, Assurance, Empathy, Service Quality.

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