the effect of service quality on the students’ satisfaction in medan state polytechnic

this study attempts to investigate whether there is an effect of the service quality which covers realibility, responsivnes, assurance, empaty, and tangible on the students’ satisfaction in medan state polytechnic (msp). the research approach used is descriptive quantitative by applying survey methods. this research was conducted at msp from october to december 2018. the population in this study was the third-year students of the 2018/2019 academic year, totaling to 2,149 people with a total sample used in this study was 100 students. the data used in this study are primary and secondary data. primary data were obtained through the distribution of questionnaire (questionnaire), interview, and observation. for secondary data, they were collected through documentation studies. hypothesis testing with the f test was done by comparing the f value of the spss output results with the f table. the analysis shows that the responsiveness variable has a satisfaction level of 84.02% which is the highest level of satisfaction compared to other dimensions, while the tangible variable has the lowest satisfaction of 74.88%. from the overall dimensions of service quality, the level of customer satisfaction with service quality in the academic section of msp reached an average of 81.39%. based on the hypothesis test, it can be concluded that the variables of reliability, responsiveness, assurance, emphaty and tangible simultaneously have a significant effect on the students’ satisfaction at msp which indicates that ha is accepted and ho is rejected.