PENGARUH CUSTOMER PARTICIPATION TERHADAP CUSTOMER SATISFACTION DENGAN TECHNICAL QUALITY DAN FUNCTIONAL QUALITY (STUDI PADA SEKOLAH MUSIK IRAMAMAS DI SURABAYA)

Abstract

Generally improved levels of the economy of a community, the higher the level of income that is owned by the community groups. This will greatly affect the level of prosperity, standard of living, the need for clothing, food and shelter might even change the life style of the community groups. With improvements in the quality of life, the demands to make ends meet increasingly large. Music is one branch of art that become necessity of life and into a life style in community music school in Indonesia can be classified into formal music school in form of a college of music, music academy, music institutions, and other formal educational institutions. As for music education in the form of non-formal education institutions are numerous music courses in many cities in Indonesia. The unit of analysis of this study uses Iramamas Music School. This is causal study. The method which used is a quantitative method of processing data using AMOS. Data was collected by distributing questionnaires to 100 respondents by respondent characteristics Iramamas music school students aged 12-40 years. The results showed that the Customer Satisfaction, Customer Participation is affected by the variable with the lowest regression coefficient of 0.340, Quality Functional variables with the highest regression coefficient for 0373, and the Technical Quality variable has the second highest influence on Customer Satisfaction with a regression coefficient of 0352. Customer Participation also affects the Quality Technical variables with regression coefficients for 0318, Quality Functional variables with regression coefficients of 0643.