DAFTAR ISI

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KATA PENGANTAR.............................................................................................

ABSTRAK................................................................................................................

ABSTRACT..............................................................................................................

DAFTAR ISI.............................................................................................................

DAFTAR TABEL.....................................................................................................

DAFTAR LAMPIRAN............................................................................................

BAB I PENDAHULUAN.........................................................................................1

1.1 Latar Belakang Masalah.................................................................................1

1.2 Identifikasi Masalah.......................................................................................6

1.3 Batasan Masalah.............................................................................................6

1.4 Rumusan Masalah..........................................................................................7

1.5 Tujuan Penelitian............................................................................................8

1.6 Manfaat Penelitian..........................................................................................8

BAB II KAJIAN PUSTAKA...................................................................................10

2.1 Kerangka Teoritis.............................................................................................10

2.1.1 Pelayanan Akademik...................................................................................10

2.1.1.1 Definisi Pelayanan ...............................................................................10

2.1.1.2 Jenis- Jenis Pelayanan ..........................................................................12

2.1.1.3 Kriteria Pelayanan ................................................................................14

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 2.1.1.4 Dimensi Pelayanan ..............................................................................16

2.1.1.5 Pelayanan Akademik............................................................................18

2.1.2 Pelayanan Sarana dan Prasarana..................................................................19

2.1.2.1 Definisi Pelayanan................................................................................19

2.1.2.2 Definisi Sarana dan Prasarana .............................................................21

2.1.2.3 Pelayanan sarana dan prsarana ............................................................23

2.1.2.4 Fungsi sarana dan prasarana ................................................................23

2.1.3 Kepuasan Mahasiswa ..................................................................................27

2.1.3.1 Definisi Kepuasan.................................................................................28

2.1.3.2 Faktor dan pengukuran tingkat kepuasan.............................................31

2.2 Penelitian Yang Relevan ..................................................................................34

2.3 Kerangka Berpikir............................................................................................37

2.4 Hipotesis Penelitian..........................................................................................38

BAB III METODOLOGI PENELITIAN..............................................................39

3.1 Lokasi dan Waktu Penelitian............................................................................39

3.2 Populasi dan Sampel Penelitian........................................................................39

3.2.1. Populasi Penelitian..................................................................................39

3.2.2. Sampel Penelitian....................................................................................40

3.3 Variabel Penelitian dan Definisi Operasional...................................................41

3.3.1. Variabel Penelitian................................................................................41

3.3.2. Definisi Operasional Penelitian............................................................41

3.4 Teknik Pengumpulan Data.............................................................................43

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 3.4.1 Observasi.................................................................................................43

3.4.2 Dokumentasi ...........................................................................................43

3.4.3 Kuesioner/Angket....................................................................................43

3.5 Uji Instrumen Penelitian.................................................................................47

3.5.1 Uji Validitas Angket................................................................................47

3.5.2 Uji Relliabilitas Angket...........................................................................48

3.6 Uji Asumsi Klasik ........................................................................................50

3.6.1 Uji Normalitas.........................................................................................50

3.6.2 Uji Linearitas...........................................................................................51

3.6.3 Uji Multikolonieritas...............................................................................52

3.7 Teknik Analisis Data.....................................................................................53

3.7.1 Analisis Regresi Linier Berganda............................................................53

3.8 Uji Hipotesis...................................................................................................54

3.8.1 Uji Parsial (Uji-t)..................................................................................54

3.8.2 Uji Simultan (Uji-F).............................................................................55

3.8.3 Uji Koefisien Determinasi....................................................................56

BAB IV HASIL PENELITIAN DAN PEMBAHASAN........................................57

4.1 Hasil Penelitian................................................................................................57

4.1.1 Uji Instrument..........................................................................................57

4.1.1.1 Uji Validitas dan Reliabilitas Pelayanan Akademik (X1)...............57

4.1.1.2 Uji Validitas dan Reliabilitas Pelayanan Sarana dan Prasarana (X2).

......................................................................................................................59

4.1.1.3 Uji Validitas dan Reliabilitas Kepuasan Mahasiswa (Y).................62

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 4.1.2 Uji Asumsi...........................................................................................63

4.2.1.1 Uji Normalitas..................................................................................63

4.1.2.2 Uji Linearsitas..................................................................................65

4.1.2.3 Uji Multikolonieritas........................................................................67

4.1.3 Analisis Regresi Linear Berganda.........................................................67

4.1.4 Pengujian Hipotesis...............................................................................69

4.1.4.1 Uji-t..................................................................................................69

4.1.4.2 Uji-F.................................................................................................70

4.1.5 Koefisien Determinasi............................................................................71

4.2 Pembahasan Penelitian..................................................................................73

BAB IV KESIMPULAN DAN SARAN..................................................................79

5.1 Kesimpulan......................................................................................................80

5.2 Saran................................................................................................................81

DAFTAR PUSTAKA...............................................................................................82

DAFTAR RIWAYAT HIDUP................................................................................84

LAMPIRAN

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