Journal article
Jurnal Pendidikan Ekonomi Universitas Sebelas Maret
• 2013

The objectives of this research are to investigate: (1) the effect of physical evidence on the satisfaction of the students; (2) the effect of reliability on the satisfaction of the students; (3) the effect of responsiveness on the satisfaction of the students; (4) the effect of assurance on the satisfaction of the students; (5) the effect of empathy on the satisfaction of the students; and (6) the interaction of effects of the physical evidence, reliability, responsiveness, assurance, and empathy on the satisfaction of the students.This research used the descriptive quantitative research method. Its population was all of the students of Classes 2010, 2011, and 2012 of BKK Accounting Education, the Study Program of Economics Education, the Faculty of Teacher Training and Education, Sebelas Maret University. The samples of the research were taken by using the proportional stratified random sampling technique. They consisted of 140 students. The data of the research were gathered through questionnaire with likert scale, in-depth interview, observation, and documentation. They were then analyzed by using the multiple linear regression analysis.The results of the research are as follows: 1) Physical evidence has a positive effect on the satisfaction of the students as indicated by the value of regression linear coefficient of 0.460 and that of probability of 0.000 (p<0.05). 2) Reliability has a positive effect on the satisfaction of the students as shown by the value of regression coefficient of 1.104 and that of probability of 0.000 (p<0.05). 3) Responsiveness has a positive effect on the satisfaction of the students as signified by the value of regression coefficient of 0.785 and that of probability of 0.000 (p<0.05). 4) Assurance has positive effect on the satisfaction of the students as pointed out by the value of regression coefficient of 0.965 and that of probability of 0.000 (p<0.05). 5)Empathy has a positive effect on the satisfaction of the students with the value of regression coefficient of 1.096 and that of probability of 0,000 (p<0.05). 6) There is a positive interaction of effects the physical evidence, reliability, responsiveness, assurance, and empathy on the satisfaction of the students as indicated by the result of F test with the value of probability of 0.000<0.05. The value of AdjustedR Square is 0.553, meaning that the magnitude of the independent variables on the dependent variable is 55.3%.