Articles
Published 2026-10-15
Keywords
- Kualitas Pelayanan,
- Kepuasan Pengguna,
- SERVQUAL,
- Peminjaman Ruangan,
- Masjid Nuruzzaman
How to Cite
PENGARUH KUALITAS PELAYANAN PEMINJAMAN RUANGAN TERHADAP KEPUASAN PENGGUNA DI MASJID NURUZZAMAN. (2026). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 25(11). https://journal.cib.institute/index.php/musytari/article/view/5313
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pengguna layanan peminjaman ruangan di Masjid Nuruzzaman. Penelitian menggunakan pendekatan kuantitatif dengan metode survei. Populasi penelitian adalah seluruh pengguna yang pernah menggunakan atau terlibat dalam layanan peminjaman ruangan di Masjid Nuruzzaman pada periode penelitian, sedangkan sampel berjumlah 65 responden yang dipilih menggunakan purposive sampling. Data dikumpulkan melalui kuesioner daring menggunakan skala Likert 1–5. Kualitas pelayanan diukur melalui dimensi tangibles, reliability, responsiveness, assurance, dan empathy, sedangkan kepuasan pengguna diukur melalui kesesuaian harapan, kepuasan terhadap proses pelayanan, kepuasan terhadap hasil layanan, dan niat perilaku setelah pelayanan. Analisis data meliputi uji validitas, uji reliabilitas, uji normalitas, uji linearitas, uji heteroskedastisitas, regresi linear sederhana, uji t, uji F, dan koefisien determinasi. Seluruh butir instrumen dinyatakan valid dan kedua variabel dinyatakan reliabel dengan nilai Cronbach’s Alpha masing-masing 0,837 dan 0,836. Hasil regresi menunjukkan koefisien sebesar 0,666 dengan nilai t hitung 14,472 dan signifikansi <0,001. Uji F menghasilkan nilai F hitung sebesar 209,433 dengan signifikansi <0,001. Nilai R Square sebesar 0,769 menunjukkan bahwa kualitas pelayanan mampu menjelaskan 76,9% variasi kepuasan pengguna. Dengan demikian, kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pengguna layanan peminjaman ruangan di Masjid Nuruzzaman.References
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