THE EFFECT OF SERVICE QUALITY EDUCATION ACADEMIC AND FACILITIES STUDENT SATISFACTION

This study aims to assess whether the service quality of academic and educational facilities affects either jointly or partially on student satisfaction. The population in this study were students numbered 130, the number of samples taken as many as 88 students. Data collection instrument used was a questionnaire using Likert scale which is based on the construction summarized from various theories that translate them into operational variable, while the testing of research instruments is done through validity and reliability test. Hypothesis testing is done using a multiple linear regression analysis. The results showed that (1) Taken together there is the influence of academic services and facilities quality education to student satisfaction,


Literature Review 2.1 Quality of Academic Services
Quality (Quality) are dynamic continues to move, if moving forward is said to be improving the quality, if the quality is said to be moving backwards downhill. (Napitupulu et al., 2018)Quality can mean superiority or excellence that exceeds the general standard. Something can be said to be qualified if there is a match between the terms that are owned by objects or services desired by the intent of the person who wishes academic service quality is the ratio between the perceived academic services customers or stakeholders with the expected quality of academic services customers or stakeholders). If the perceived quality of academic services to equal or exceed the quality of service expected in the service quality is said.
Quality is also a major component or create a user or a service provider or service melengkapan or change services (Personal & Archive, 2017) Quality assurance of the academic excellence to meet the requirements of regular monitoring and evaluation of all relevant units of the provision of services (Mestrovic, 2018). Services are activities or serangakaian activities invisible that occurs because of the interaction between users and employees or other things that are provided by the service provider company that aims to solve the problem of a user or subscriber, generally reflecting the industry sectors intangible or specific such as education, care, health , telecommunications, transportation, insurance, banking, hotels and so on (Made Yudana & Nyoman Natajaya, 2013). The quality of academic services are provided by the customer values the extent of academic services are provided in accordance with customer expectations (Shaylide, 2014), Customers in this case the student would say that academic service quality if it according to their specifications. The quality of academic services in this study is the value given on how good the academic services provided able to match the expectations of students.

Education Facilities
According to (Nugroho, Cahyono, & Suryawirawan, 2018)is a facility is providing physical perlengkapanperlengkapan to provide convenience to the user in performing aktivitasaktivitasnya or kegiatankegiatannya, so that all those needs can be met properly. Facilities owned by educational institutions such as universities should be a facility that can support teaching and learning activities in order to run properly and achieve maximum results where these facilities can be used by faculty to teach and be used by students to learn and perform other activities which is useful as a means of developing the talents and abilities of students.
The educational facilities at the college represents support for the implementation of the process of academic services. Amenities in education means everything physical and material, which can facilitate the implementation process of learning, such as the availability of a place of learning, classroom supplies, teaching aids learning, textbooks, library, pratikum equipment and laboratory fittings. Real form at the college facilities such as campus buildings, classrooms, laboratories, internet facilities, library, cafeteria, classroom equipment that can be used in the learning process. The dimensions of the college facilities include flexibility, structuring, good quality, feasibility of use, completeness, according to need, academic support, good design, (Azam, 2018)

Student Satisfaction
Besifat satisfaction is an individual. Each individual has a level of satisfaction varies according to the value system that applies the higher the perceived assessment of the activity in accordance with the desires of the individual, the higher the satisfaction with the activity. Thus it can be said that satisfaction is an evaluation that describes someone on feeling happy or not happy attitude in the activity. Customer satisfaction is the level of feeling that someone claimed the comparison of the performance of the products or services received and the expected (Marthalina, 2018).
According to (Chandra, Ng, Chandra, and Priyono, 2018)satisfaction is the level of feeling where someone stated results of the comparison of the performance of products (services) received as expected. Satisfaction is the level of one's feelings after comparing the performance (results) are perceived with expectations (Kurbani, 2017) Many benefits can be obtained by the company with the achievement of a high level of satisfaction. High satisfaction will create loyal customers that want to buy back the goods or services, consumers want to promote the products or services kecalon other consumers. Departing from the basic concept of customer satisfaction, higher education is essentially a service industry that provides services or educational services which aim to provide satisfaction to its customers (students). Student satisfaction will be achieved when there is a match between the academic services provided to students with student expectations (Saif, 2014) academic student satisfaction for services received visits from the correspondence between expectations and performance of the services received.

Framework
Briefly framework underlying this study is illustrated into the following chart:

Research Hypothesis
From the formulation of the problem, research objectives, the theoretical basis and has poured in a frame of mind, it can be hypothesized as follows: a. estimated the quality of academic services and educational facilities affects the student satisfaction b. Anticipated academic service quality effect on satisfaction c. Anticipated educational facilities affects the student satisfaction Hypothesis is a temporary statement or the most probable allegation that still needs to be sought (Sugiyono, 2012: 93). Based on the concepts and results of the empirical study, the researchers propose several hypotheses in this study as follows: H1: There is a significant effect between Customer Satisfaction on Customer Loyalty. H2 : There is a significant effect between Switching Barriers on Customer Loyalty.

Research Methods
The data used in this study are primary data and sekuder. Secondary data comes from books and journals. The primary data sourced from respondents through questionnaires. Population is a generalization region consisting of objects or subjects that have quality and characteristics defined by the researchers to learn The quality of academic services (X₁) Test Reliability (Dirgantari, 2012) cited in (Fatona, 2010)Reliability is a tool to measure a questionnaire which is an indicator of a variable. Reliability with respect to the degree of consistency and stability of the data or findings. In view of positivistic (quantitative), the data is declared reliable if two or more researchers within the same object produces the same data, or the same researchers in different time generate the same data, or a bunch of data when broken down show different data.

Research Result Validity and Reliability Testing
Validity and reliability of the respondents to see the validity and reliabelnya research instruments used. According Sugiyono (2009: 352) cited in (Kesuma, Hadiwidjojo, Wiagustini, & Rohman, 2013) test performed after instrument / questionnaire is completed, the instrument then tested in a population from which the sample was taken.  *. Correlation is significant at the 0:05 level (2-tailed). **. Correlation is significant at the 0:01 level (2-tailed).  Table 4.3 shows the overall item to the variable is a valid question because it is above the critical value rtabel = 0.2096 (from the table Spearman Rho, df = (N-2) so that the grains of the instrument can be used to measure the research variables. Based on the results of the reliability test are shown in the tables above, then all variables in this study expressed a reliable instrument. This is in accordance with predetermined criteria wherein the resulting Cronbach alpha values of each variable is above the critical value suggested. Suliyanto (2005: 51) cited in (Yulianti, Sjahruddin, and Tahir, 2015)states the instrument can be said reliably (reliable) if it has a reliability coefficient of reliability> alpha value or when the value of alpha> of table Spearman Rho, df = (α, n-2) means that the variable is declared unreliable. Reliability of research instrument reliability coefficient of 0.776; 0.739; 0.688 (instrument reliability value> 0.6), meaning that the variable X1, X2, and Y otherwise reliable. So that data analysis can be continued to predict the relationship between variables in accordance with the hypothesis.

Conclusions and recommendations
Conclusions a. Taken together there is the influence of academic services and facilities quality education to the student satisfaction b. Partially no effect on the quality of academic services of student satisfaction c. Partially there are significant educational facilities to the students satisfaction

Suggestions
From the results of research on the quality of academic services and education to the student satisfaction fasisilitas some recommendations that could be suggested are: a. For the quality of academic services, b. which should be a priority to be improved is the personnel that directly confront the students need to be equipped with special skills of students while serving as one of the stakeholders. a. Improvements to facilities c. education should refer to the real needs of students. Facilities that need priority to be remedied or improved quality is refresentatif lecture room, whiteboard facilities, fan, LCD, and wifi / internet access as supporting the lecture. a. Identify the need for more d. depth needs to be done to enable the compatibility between e. the needs of students as one of the stakeholders with the procurement of facilities and the establishment of programs to improve the quality of service quality.