ANALISIS MEDIASI PRESTASI BELAJAR PADA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN MAHASISWA (STUDI PADA MAHASISWA UNIVERSITAS ISLAM MALANG).
Authors: Santoso Fuji 
Published: June 2020

Tujuan penelitian ini untuk Menganalisis Mediasi Prestasi Belajar Pada Pengaruh Kualitas Layanan Terhadap Kepuasan Mahasiswa (Studi Pada Mahasiswa Universitas Islam Malang). Dimana Kualitas Layanan sebagai variabel X terdiri dari enam variabel, yaitu Layanan Fisik (tangible), Kehandalan (reability), Ketanggapan (responsive), Jaminan (assurance), Empati (empathy) dan System Informasi. Populasi dalam penelitian ini adalah seluruh Mahasiswa UNISMA. Maka penelitian ini adalah penelitian Kuantitatif, yang menggunakan metode survai dengan mengambil sampel dari suatu populasi dan menggunakan angket atau kuesioner sebagai alat pengumpul data yang utama, dengan jumalah 175 responden. Teknik analisis data dalam penelitian ini menggunakan Uji instumen, Uji Normalitas, Analisis Data, Uji Hipotesis Uji t dan Sobel. software Program SPSS versi 16 For Windows.Hasil penelitian menunjukkan bahwa Kualitas Layanan Fisik (tangible), Layanan Kehandalan (reability), Layanan Ketanggapan (Responsive), layanan jaminan (assurance) dan Layanan Empati (empathy) tidak berpengaruh dan tidak signifikan terhadap Prestasi Belajar, hanya Layanan Kehandalan (reability) berpengaruh dan signifikan terhadap Prestasi Belajar. Hasil penelitian menunjukkan bahwa layanan fisik (tangible), layanan kehandalan (reability), Layanan Ketanggapan (Responsive), layanan jaminan (assurance) dan Layanan Empati (empathy) tidak berpengaruh dan tidak signifikan terhadap Kepuasan Mahasiswa hanya Layanan informasi system yang berpengaruh dan signifikan terhadap Kepuasan Mahasiswa. Hasil penelitian menunjukkan bahwa Prestasi Belajar berpengaruh dan signifikan terhadap Kepuasan Mahaiswa. Prestasi Belajar Tidak Memediasi Pengaruh Kualitas Layanan layanan fisik (tangible), Layanan Ketanggapan (Responsive), layanan jaminan (assurance), Layanan Empati (empathy) dan informasi syst.em Pada Kepuasan Mahasiswa, Prestasi Belajar Memediasi Pengaruh Kualitas Layanan Kehandalan (reability) Pada Kepuasan Mahasiswa. Kata Kunci: Layanan, Fasilitas, Layanan Fisik, Kehandalan, Ketanggapan, Jaminan, Empati, System Informasi, Prestasi Belajar dan Kepuasan Mahasiswa. The purpose of this study is to Analyze the Mediation of Learning Achievements in the Effect of Service Quality on Student Satisfaction (Study of Malang Islamic University Students). Where Service Quality as variable X consists of six variables, namely physical services, reliability, responsiveness, assurance, empathy and information systems. The population in this study were all UNISMA students. So this research is quantitative research, which uses survey methods by taking samples from a population and using questionnaires or questionnaires as the main data collection tool, with a total of 175 respondents. The data analysis technique in this study used the Instrument Test, Normality Test, Data Analysis, Test of Hypothesis T and Sobel. SPSS version 16 For Windows software program. The results showed that the quality of physical services, service reliability, service responsiveness, assurance services and services Empathy had no effect and were not significant towards Learning Achievement, only the service Reliability influential and significant to Learning Achievement. The results showed that tangible services, reliability services, responsiveness services, assurance services and Empathy services did not influence and were not significant towards Student Satisfaction, only information system services that had an effect on and significantly affected Student Satisfaction. The results of the study showed that Learning Achievement had significant and significant effect on Student Satisfaction. Learning Achievement Does Not Mediate the Effect of Physical Service Quality, Responsiveness, Assurance services, Empathy Service and information system on Student Satisfaction, Learning Achievement Mediates the Effect of Service Quality Reliability on Student Satisfaction. Keywords: Services, Facilities, Physical Services, Reliability, Responsiveness, Assurance, Empathy, Information Systems, Learning Achievement and Student Satisfaction.