PENGARUH KINERJA DOSEN, KUALITAS LAYANAN DAN FAKTOR EMOSIONAL TERHADAP KEPUASAAN MAHASISWA (Studi di Program Studi Bimbingan Konseling Kristen, Fakultas Ilmu Pendidikan Kristen – Institut Agama Kristen Negeri Ambon)

Abstract

Lecturers are human resources who play an important role in higher education. Lecturers are also marketing agents who can create their own attraction for students. Therefore, to achieve goals, especially in educational organizations, the performance of lecturers is needed in improving the quality of education in tertiary institutions, especially for students. The quality of lecturers can be assessed by students based on their performance during the educational and teaching process. Furthermore, the quality of service is also very important in meeting the needs of students. In addition to lecturer performance, service quality, as well as emotional factors that can affect consumer satisfaction. Thus, from the problems described above, the researcher is very interested in researching Student Satisfaction from Lecturer Performance, Service Quality and Emotional Factors in the Christian Counseling Guidance Study Program, Faculty of Christian Education – Ambon State Christian Institute. The type of research used is a quantitative approach and the use of the sampling method uses purposive sampling. Location This research will be conducted at the Ambon State Christian Religion Institute, especially in the Christian Counseling Guidance Study Program from July 2022 to November 2022. The results of this study prove that lecturer performance which does not affect student satisfaction does not mean that lecturers do not carry out their duties and obligations properly and does not mean reducing student assessment of lecturers related to education and teaching, because referring to the factors that influence satisfaction, lecturer performance is not significant in measuring satisfaction levels. Thus, the results of the study indicate that what dominates the level of student satisfaction is Service Quality and Emotional Factors.