Pengaruh persepsi tentang kualitas jasa pendidikan dan kepemimpinan kepala sekolah terhadap kepuasan peserta didik di SMA Kristen Tunas Harapan Bogor

Setiawati, Irene (2021) Pengaruh persepsi tentang kualitas jasa pendidikan dan kepemimpinan kepala sekolah terhadap kepuasan peserta didik di SMA Kristen Tunas Harapan Bogor. Masters thesis, Universitas Pelita Harapan.

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Abstract

Satisfying customers has become an important issue for many business organizations due to its relation to the survival of the business itself. Therefore, satisfaction of school’s primary customers, the students, is an important issue for a school. This study aims to determine the effect of the educational service quality and the school’s principal leadership on the students’ satisfaction. The research subjects were 135 high school students in Tunas Harapan Christian High School Bogor. This research is a quantitative research using PLS-SEM and PASW application to analyze the data. The results show that perception of educational service quality and perception of principal leadership positively affect students’ satisfaction. In addition, the perception of principal leadership also positively affects the perception of educational service quality. / Kepuasan konsumen adalah hal penting bagi banyak kelangsungan hidup usaha organisasi itu sendiri. Kepuasan konsumen utama sekolah yaitu peserta didik juga merupakan hal yang perlu diperhatikan sekolah demi keberlangsungan hidup sekolah. Penelitian ini bertujuan meneliti pengaruh kualitas jasa pendidikan yang ditawarkan sekolah dan kepemimpinan kepala sekolah yang ada terhadap kepuasan peserta didik. Responden penelitian ini adalah 135 orang peserta didik SMA Kristen Tunas Harapan Bogor. Penelitian ini merupakan penelitian kuantitatif yang menggunakan aplikasi PLS-SEM dan PASW dalam menganalisis data yang ada. Hasil penelitian ini menunjukkan bahwa persepsi tentang kualitas jasa pendidikan dan kepemimpinan kepala sekolah mempengaruhi kepuasan peserta didik secara positif. Sementara kepemimpinan sekolah juga mempengaruhi persepsi tentang kualitas jasa pendidikan secara positif.

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