VALIDITY AND RELIABILITY ANALYSIS OF ASSESSMENT FOR CUSTOMER SATISFACTION AT UNIVERSITY OF MUHAMMADIYAH GRESIK
Abstract
This study is aimed at analyzing validity and reliability of service questionnaires to
measure the level of customer satisfaction at the University of Muhammadiyah Gresik.
There were three questionnaires to be developed for services; at units and university level,
at Study Program services, and at services of learning evaluation by lecturers. By using
quantitative descriptive analysis of SPSS application, the results showed that the average
values of Cronbach alpha for the three types of the questionnaires were 0.778 to 0.806,
0.874 to 0.884, 0.964 to 0.966, and in consecutive, their r values were 0.806, 0.884, and
0.966. Thus three of these questionnaires fulfilled the validity and reliability for both
Cornbach alpha and r value that was already above 0.3 or approaching one. Therefore, the
three questionnaires are acceptable to explore customer satisfaction data used at the
University of Muhammadiyah Gresik.
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