Intern
ati
o
n
a
l
Jo
urn
a
l
o
f
E
v
al
ua
ti
o
n
and
Rese
arch in
Education (I
JE
RE)
V
o
l.4
,
No
.1
, Mar
c
h20
15
, pp
.
2
2
~
29
I
S
SN
: 225
2-8
8
2
2
22
Jo
urn
a
l
h
o
me
pa
ge
: h
ttp
://iaesjo
u
r
na
l.com/
o
n
lin
e/ind
e
x.ph
p
/
IJERE
Students’ Satisfaction toward
the Servi
ces
of
the Chemical
Laboratory
Astin
Luku
m
1
, Y
o
sep
h
P
a
r
a
mat
a
2
1
Department of Education
Ch
emistr
y
,
Gorontalo State
Un
iversity
,
Indonesia
2
Department of Educati
on Ph
y
s
ic, Gorontalo
State University
, Ind
onesia
Article Info
A
B
STRAC
T
Article histo
r
y:
Received
Ja
n 25, 2015
Rev
i
sed
Feb
20
, 20
15
Accepted Aug 25, 2015
Chem
istr
y
L
a
bo
rator
y
serves
al
l of the stud
en
ts that wer
e
pr
ogram
m
e
d
chem
istr
y
l
a
bora
t
or
y
works. The
satisfac
tion of th
e students was studied that
involving 50 students. The stu
d
y
was
conducted to measure the students
'
s
a
tis
fac
tion tow
a
rds
the s
e
rvi
ces
offered b
y
th
e l
a
borator
y.
M
eas
urem
ent of
the studen
t
s'
s
a
tisfaction was conducted
using
statistical par
a
metric t-test.
The stud
y show
e
d
tha
t
th
e stud
en
ts' sa
tisfa
ction
m
o
re th
an 75%
.
Keyword:
Ch
em
is
try
Higher education
Lab
o
rato
ry
se
r
v
ices
St
ude
nt
’s
sat
i
s
f
act
i
on
Statistical p
a
rametric t-test
Copyright ©
201
5 Institut
e
o
f
Ad
vanced
Engin
eer
ing and S
c
i
e
nce.
All rights re
se
rve
d
.
Co
rresp
ond
i
ng
Autho
r
:
Astin
Luk
u
m
,
Depa
rt
m
e
nt
of
Ed
ucat
i
o
n
C
h
e
m
i
s
t
r
y
,
Gorontalo State Unive
r
sity,
Jl.
Jend
er
al
Sud
i
r
m
an
No
. 6
K
o
ta Go
ron
t
alo
9
612
8, I
ndo
nesia.
Em
ail: astin.lukum
@yahoo.c
om
1.
INTRODUCTION
On
e
of supp
ortin
g
too
l
s fo
r th
e learn
i
ng
pro
cess at th
e colleg
e
is lab
o
rato
ry. Th
erefo
r
e, serv
ices
of
th
e labo
rat
o
ry
m
u
st b
e
im
p
r
o
v
e
d co
n
tinuo
usly to
m
eet th
e n
e
ed
s
of th
e stu
d
e
n
t
s as th
e
u
s
ers
o
f
th
e
serv
ices
and t
o
s
u
p
p
o
rt
t
h
e l
earni
ng
p
r
oces
s i
n
c
h
em
i
s
t
r
y
,
whi
c
h i
n
cl
udes B
a
si
cs
of C
h
em
i
s
t
r
y
,
In
or
ga
ni
c C
h
e
m
i
s
t
r
y
,
Org
a
n
i
c Ch
emistry, an
d
Bio
c
h
e
m
i
stry. Ch
e
m
istry Lab
o
r
at
o
r
y is an
im
p
o
r
tan
t
facility fo
r edu
catio
n, research,
co
mm
u
n
ity ser
v
ices and
qu
al
ity tes
t
as well
as q
u
a
lity co
ntro
l. In
v
i
ew of th
e fo
ur
fun
c
tio
n
s
, it is clear th
at
ch
em
istry
lab
o
rato
ry is v
ital fo
r a un
iv
ersity, p
a
rticu
l
ar
ly o
n
e
with
ex
act
scien
ce facu
lties. It is i
m
p
o
r
tan
t
to
sup
p
o
rt
t
h
e
i
m
pl
em
ent
a
t
i
on of
hi
g
h
er
e
ducat
i
o
n
fu
nc
t
i
ons,
w
h
i
c
h
i
n
cl
ude
s ed
uc
at
i
on,
researc
h
, a
n
d
com
m
uni
t
y
servi
ces.
C
h
em
i
s
t
r
y
i
s
base
d
u
p
o
n
e
x
peri
m
e
nt
s, t
hus
i
t
i
n
vol
ves a
cl
ose
rel
a
t
i
o
n
s
hi
p
b
e
t
w
ee
n
th
eories and
practices. Ch
emical lab
o
r
atory classes ai
m
a
t
p
r
ov
id
i
n
g
t
h
e stu
d
e
n
t
s with
illu
stratio
n
s
o
n
the
th
eoretical p
r
incip
l
es, estab
lish
i
ng
scien
tific
attitu
d
e
,
d
e
v
e
lo
p
i
n
g
sk
ills in
o
p
e
rating
too
l
s, m
a
s
t
erin
g
ch
emical
measurem
ents, and gai
n
ing
expe
riences
in exp
e
rim
e
n
t
s to
b
e
used
as
th
e b
a
ses fo
r
research
. C
h
emistr
y
Laboratory also serves as a place of
resea
r
ch for both the senior stude
n
ts
as the lecture
r
s and as a public
facility, n
a
m
e
l
y
, fo
r t
h
e
p
e
op
l
e
ou
tsid
e t
h
e
un
iv
ersity an
d fo
r bo
th research
an
d o
t
h
e
r k
i
nd
s
o
f
tests.
Success of
a l
a
boratory as a
work
ing unit in
a unive
r
sity
is
dete
rm
ined by t
h
e se
rvice quality; a
q
u
a
lity serv
ice can
b
e
id
en
tified
throug
h
satisfactio
n
rep
o
rt fro
m
th
e cu
sto
m
ers, na
m
e
ly, th
e stu
d
e
n
t
s.
Crave
n
s [1]not
es that “to reach the
ultim
a
te
satisfaction level, an unde
rstandi
ng on what the
custom
ers
need
is n
ecessary, to d
e
v
e
lop
th
e commi
t
m
en
t o
f
ev
ery i
n
d
i
v
i
du
al in
an
institu
tio
n
to m
eet th
e cu
sto
m
ers’
n
eeds.”
Ch
em
is
try Lab
o
ratory o
f
the Goro
ntalo State University serve
d
la
b practice class for all of the
stu
d
e
n
t
s wh
o
t
o
ok
ch
em
istry class.
W
h
en
it co
m
e
s
to
facilit
ies, th
e Ch
emistry Lab
o
r
at
o
r
y h
a
d
two
ro
o
m
s
equi
ppe
d
with ade
quate
anal
ytical devices, four laborat
ory staffs, and
strategic as
well
as easily acce
ssible
Evaluation Warning : The document was created with Spire.PDF for Python.
I
J
ERE
I
S
SN
:
225
2-8
8
2
2
St
u
d
ent
s
' Sat
i
s
f
a
ct
i
o
n
T
o
w
a
r
d
The Servi
ces of
The
C
h
e
m
i
c
al
La
bor
at
ory
(
A
s
t
i
n
Luk
u
m)
23
lo
catio
n
.
Th
e Ch
em
is
try
Lab
o
r
at
o
r
y
of
the
Gorontalo
State Uni
v
ersity ex
celled
in
t
h
at it was sup
p
o
r
ted
by
com
p
etent lab
staffs a
s
well as by
frie
ndly
a
n
d
fast
-w
or
k
i
ng
ad
m
i
n
i
str
a
tiv
e staf
f
s
.
A
c
co
rd
ing
l
y, as a wo
rk
i
ng
u
n
it in
t
h
e un
i
v
ersity, th
e labo
rat
o
ry sh
ou
ld
m
a
k
e
th
e
studen
t
s’ satisfacti
o
n
t
h
e fi
rst prio
rity sin
ce th
ey are
custom
ers that
deserve the be
st services. Services of
f
e
r
e
d
by th
e lab
o
r
atory n
eed
ed
co
n
t
i
n
uou
s i
m
p
r
ov
emen
t,
wh
ich
in
clud
ed lab
wo
rk
,
research
se
rvice for both st
ude
nts
and lecturers,
as well as comm
unity services. The
serv
ice
system
refers to id
en
tification
an
d m
easu
r
ement of t
h
e se
rvices.
Wh
en it co
m
e
s to
serv
ice
measu
r
em
en
t, th
e qu
ality
m
u
st b
e
assessed
fro
m
fiv
e
p
e
rsp
ectiv
es. Th
ey
are
(1) co
n
t
en
t, in relation
to
th
e
st
anda
rd
p
r
oce
d
u
r
e i
n
pract
i
ce;
(2
)
pr
ocess
,
i
n
rel
a
t
i
o
n
to timelin
ess in
serv
ice d
e
livery
based
on
th
e stan
d
a
rd
p
r
o
c
ed
ure in
practice; (3
) stru
cture, in
relat
i
o
n
to
th
e su
itab
ility o
f
th
e p
h
y
sical faciliti
es an
d
org
a
n
i
zatio
n
a
l
stru
cture; (4
)
ou
tco
m
e, in
relatio
n
to
th
e service d
e
liv
er
y in view of the c
u
s
t
om
er
satisfaction; and (5) impact,
in relation to long-term
im
pact of the
services
receive
d
by the cust
om
ers [1].
Stude
nts are i
n
ternal cust
omers of a
uni
ve
rsity
from
academ
ic and administrative perspective
s
.
Satisfactio
n
lev
e
l
m
easu
r
ed to
fin
d
o
u
t
m
o
re o
n
th
e
learn
i
ng
qu
ality was th
e stu
d
e
n
t
s’ satisfactio
n
.
Satisfactio
n
refers to
fu
lfill
men
t
o
f
stud
en
ts’ n
eeds
an
d
exp
ectatio
n
fro
m
th
eir p
o
s
ition
as th
e cu
sto
m
e
r
s of
th
e edu
catio
nal serv
ices [2
].
On
e
o
f
t
h
e m
o
st frequ
en
tly used
serv
ice quality
m
o
d
e
ls is
serv
ice
q
u
a
lity. Th
e
m
o
d
e
l co
n
s
ists o
f
fiv
e
d
i
m
e
n
s
io
n
s
o
f
serv
ice, n
a
m
e
l
y
, tan
g
i
b
l
e, reliab
ility, respo
n
s
i
v
eness, assuran
c
e, an
d
e
m
p
a
th
y [3
].
Measu
r
em
en
t o
f
stud
en
ts’ sat
i
sfactio
n lev
e
l
is i
m
p
o
r
tan
t
for th
e su
stain
a
b
i
lity o
f
edu
cation
a
l system
.
R
e
sul
t
s
o
f
m
e
asurem
ent
f
o
r
st
ude
nt
s’
sat
i
s
fa
ct
i
on l
e
v
e
l
co
u
l
d be
u
s
ed
t
o
i
m
prove t
h
e e
d
ucat
i
onal
sy
st
em
[4]
.
Serv
ice qu
ality at th
e lab
o
rato
ry can b
e
measu
r
ed
from
th
e lab
work
serv
ice, research
and
commu
n
i
t
y
servi
ces
, al
l
o
f
whi
c
h are
m
a
in t
a
sk
s a
nd
f
u
n
c
t
i
ons
of
any
u
n
i
v
e
r
si
t
y
l
a
bo
r
a
t
o
ry
. T
h
e t
one
an
d
per
f
o
r
m
a
nce
of
the labo
rato
ry
are reflected
fr
om
the three
m
a
in serv
i
ces. They
bec
o
m
e
t
h
e
m
a
i
n
i
ndi
cat
ors
fo
r st
ude
nt
s’
satisfactio
n
level.
Wh
en th
ey
are satisfact
o
r
y
,
th
e
l
a
bo
rat
o
ry
i
s
sai
d
t
o
have
g
o
o
d
pe
rf
orm
a
nce.
In
vi
ew
o
f
t
h
i
s
, fee
dbac
k
fr
o
m
t
h
e st
ude
nt
s
as t
h
e c
u
stom
ers
of t
h
e laboratory se
rvices is necessa
ry.
The
feed
bac
k
coul
d
be
used
as an
eval
uat
i
on a
n
d c
onsi
d
erat
i
o
n t
ool
i
n
pr
ovi
di
n
g
st
ude
nt
s’
sat
i
s
fa
ct
i
o
n
orie
nted se
rvic
es. There
f
ore,
a researc
h
is
necessary to
find
ou
t th
e
stud
en
ts’ satisfaction
toward
th
e serv
ices
of
fere
d
by
t
h
e
l
a
bo
rat
o
ry
t
h
ro
ug
h
fee
dbac
k
f
r
om
t
h
e st
u
d
en
t
s
.
Based
on
th
e
b
ackgr
oun
d abo
v
e
, t
h
is r
e
sear
ch fo
cu
sed
on
t
h
e st
u
d
e
n
t
s’
satisf
action
t
o
w
a
rd
th
e
servi
ces
of t
h
e C
h
em
i
s
t
r
y
Lab
o
rat
o
ry
of
t
h
e Go
ro
nt
al
o St
at
e Uni
v
e
r
si
t
y
based o
n
t
h
e di
m
e
nsi
ons
o
f
cust
om
ers’ sat
i
sfact
i
on.
F
o
r
m
ul
at
i
on
of
t
h
e
researc
h
prob
lem
s
was
li
mited
to
th
e lev
e
l
o
f
stud
en
t
s
’
satisfactio
n
t
o
ward
t
h
e serv
ices at th
e C
h
emistr
y Laborat
o
ry of the
Goront
alo State Uni
v
ersity.
Fi
ndi
ng
s of t
h
e researc
h
are
expect
e
d
t
o
be
usef
ul
as ad
di
t
i
onal
i
n
f
o
rm
ati
on f
o
r t
h
e G
o
r
ont
al
o
St
at
e
Un
i
v
ersity in
i
m
p
r
o
v
i
ng
th
e
q
u
a
lity o
f
learn
i
ng
p
r
o
cess an
d
as pro
v
i
d
i
ng
po
sitiv
e contrib
u
tion
toward
th
e
im
provem
ent of se
rvices at t
h
e Chem
istry La
boratory of t
h
e Gorontalo St
ate Uni
v
ersity.
1
.
1
.
La
bo
ra
tor
y
S
e
rv
ic
e
Labo
ratory un
i
t
in
an
edu
catio
n
a
l institu
tio
n is
estab
lish
e
d an
d
o
r
g
a
n
i
zed to
facilitate th
e learn
i
ng
process a
n
d to
meet the needs
of st
udents at
the cam
pus. According to
In
do
nesi
a
n
Di
ct
i
ona
ry
, l
a
b
o
r
at
o
r
y
i
s
a
certain place or room
equipped with a
d
equate tools for
e
xpe
rim
e
nt (investigation a
nd
so on). Acc
o
rding to
W
i
kipe
dia fre
e
encyclopedi
a
, labo
ratory (or lab) is a place where
scientific research, expe
rim
e
nt,
measurem
ent, as well as
sci
e
ntific
t
r
ai
ni
ng
are
co
n
duct
e
d.
Lab
o
r
at
ory
i
s
us
ual
l
y
est
a
bl
i
s
he
d t
o
al
l
o
w
fo
r
co
n
t
ro
lled
im
p
l
e
m
en
tatio
n
o
f
ev
ery activ
ity an
d
prog
ram
.
A scien
tific l
a
b
o
ratory is usu
a
lly d
i
fferentiated
b
a
sed
on
t
h
e scien
tific d
i
scip
lin
e, for instan
ce,
p
h
y
sics lab
o
ratory,
ch
em
istry lab
o
rat
o
ry,
b
i
o
c
he
m
i
stry
l
a
bo
rat
o
ry
,
co
m
put
er l
a
bo
rat
o
ry
,
an
d l
a
ng
u
a
ge l
a
b
o
r
at
o
r
y
.
[5]suggests that laboratory is an
either open or close pl
ace used
for inve
stigation, expe
rim
e
nt,
p
r
actical wo
rk
, tests, and
d
e
velo
p
m
en
t. A sch
o
o
l
labo
ratory serv
es as a
su
ppo
rting
facility fo
r th
e teach
i
ng
and l
ear
ni
n
g
p
r
ocess – ei
t
h
e
r
ope
n o
r
cl
ose
d
– use
d
f
o
r l
a
b
wo
rk
, i
n
vest
i
g
at
i
on, ex
pe
ri
m
e
nt
, de
vel
o
pm
ent
,
an
d
st
anda
rdi
z
i
n
g
wo
rk
s. I
n
ge
neral
t
e
rm
, a l
a
bo
rat
o
ry
ser
v
es as a speci
al
servi
ce
of
fere
d by
a
n
ed
uca
t
i
onal
in
stitu
tio
n
to
su
ppo
rt th
e learn
i
ng
process.
On
t
h
e o
t
h
e
r
han
d
, sp
ecific ob
j
ectives of a
scho
o
l
labo
rat
o
ry are
(1) to
facilitate
m
a
stery o
f
th
e
m
a
terials p
r
o
v
id
ed
b
y
th
e lectu
r
ers, (2
) t
o
bu
ild
p
e
rso
n
a
l co
urag
e b
a
sed
on
the
rights and trut
h val
u
e in all aspects of the stude
nts’ lif
e,
(3) to train a
nd
develop
the skills of teaching
staffs
an
d
stud
en
ts i
n
th
eir
professio
n
a
l m
a
j
o
rs, (4
) t
o
train
and fam
i
liarize th
e stu
d
e
n
t
s to
stu
d
y
in
an
inno
v
a
tiv
e
way in both pe
rsonal a
n
d
group conte
x
ts. Functions of a
labora
tory is as a facility or
place to
strengthen
a
nd
p
r
ov
id
e certain in
fo
rm
atio
n
,
t
o
d
e
term
ine cause-e
ffect
relations
hip, to
prov
e the
trut
h
(verify) ce
rtain
factors
an
d ph
en
o
m
ena, to
practice
wh
at is kno
wn
, to
d
e
velop
sk
ills, to
p
r
o
v
i
d
e
t
r
ain
i
ng
, to
en
co
urag
e th
e studen
t
s to
use sci
e
nt
i
f
i
c
m
e
t
hods i
n
pr
obl
em
sol
v
i
n
g
,
and t
o
do
res
earch
. Gi
ve
n t
h
e o
b
j
ect
i
v
es
and t
h
e f
unct
i
ons
, a
l
a
bo
rat
o
ry
i
s
cal
l
e
d a servi
ce – any
t
hi
ng
con
d
u
ct
ed by
a part
y
(i
n
d
i
v
i
d
ual
or
gr
o
u
p
)
t
o
a
not
her
part
y
(i
n
d
i
v
i
d
ual
or
gr
o
u
p
)
. O
n
e of
t
h
e
e
x
am
ples is cust
om
er service.
Evaluation Warning : The document was created with Spire.PDF for Python.
I
S
SN
:2252
-88
22
IJER
E
V
o
l
.
4,
No
. 1,
M
a
rc
h 20
1
5
:
2
2
– 29
24
Kot
l
e
r
[6]
de
fi
nes ser
v
i
ces as
any
act
i
on o
r
act
i
v
i
t
y
offere
d by
a pa
rt
y
t
o
anot
her
part
y
.
Ser
v
i
ce i
s
an
in
tan
g
i
b
l
e obj
ect an
d it do
es
n
o
t
lead
to any k
i
nd
o
f
po
ssessio
n
(o
wn
er
sh
ip
o
f
so
m
e
th
in
g)
.
Th
e pr
odu
ctio
n
may o
r
m
a
y n
o
t b
e
t r
e
lated to
a ph
ysical p
r
odu
ct.
Lo
vel
o
c
k
et
.al
[7]
defi
ne se
r
v
i
ce as an act
ion
or pe
rf
o
r
m
a
nce of
fe
red b
y
a part
y
t
o
anot
her pa
rt
y
.
Eve
n
t
h
o
u
g
h
t
h
e
pr
ocess
m
a
y
be
rel
a
t
e
d t
o
a p
h
y
s
i
cal
pr
o
duct
,
t
h
e
pe
rf
o
r
m
a
nce i
s
not
t
a
ngi
bl
e an
d i
t
doe
s
not
l
ead t
o
o
w
ners
hi
p
ove
r t
h
e
pr
od
uct
i
o
n fact
or
s. Ser
v
i
ce i
s
an
econ
o
m
i
c activi
t
y
t
h
at
gener
a
t
e
s and
bene
fi
t
s
t
h
e
custom
ers at c
e
rtain tim
e
and place becau
se
of action to rea
lize a desired chan
ge in one
’
s
self or in the
nam
e
o
f
th
e
serv
ice
recip
i
en
t. Anoth
e
r
d
e
fin
itio
n is th
at
serv
ice is v
a
riou
s actio
n
s
or
p
e
rfo
rm
an
ce offered
b
y
a
p
r
od
u
c
t to
ano
t
h
e
r
per
s
on
in
an
in
v
i
si
b
l
e f
o
rm an
d
n
o
t
leadin
g
to
own
e
r
s
hip
o
v
e
r
so
m
e
th
in
g
.
Th
e pr
oductio
n
may or m
a
y not be ass
o
ciated
w
ith
a
ph
ysical pr
odu
ct [8
].
According to Berry, et, al [9], se
rv
ice p
r
odu
ct h
a
s th
ree ch
aracteristics th
at d
i
stin
gu
ish it fro
m g
o
ods
p
r
od
u
c
t. Th
e fi
rst ch
aracteristic is in
tan
g
i
b
l
e; it
m
ean
s
th
at
th
e serv
ice
h
a
s n
o
d
e
fin
ite shap
e bu
t its ex
isten
c
e
is p
e
r
ceiv
a
b
l
e b
y
th
e cu
sto
m
er
s th
ro
ugh
a p
r
o
cess cr
eated
b
y
th
e serv
ice p
r
ov
i
d
er
(pr
odu
cer)
.
Th
e
second
ch
aracteristic is h
e
terog
e
n
e
ou
s; it m
ean
s th
at th
e pro
ces
s va
ri
ed
wi
t
h
pr
o
duce
r
,
with cust
om
ers, and
with
ti
m
e
. Th
e th
ird ch
aracteristic is in
sep
a
rab
l
e,
sin
ce th
e
el
em
ent
s
of
p
r
o
d
u
c
t
i
on a
n
d
co
ns
u
m
pti
on i
n
a se
rvi
c
e
p
r
od
u
c
t cann
o
t
b
e
sep
a
rated
.
Th
e serv
ice quality
ev
en
ap
p
e
ars
wh
en
t
h
e serv
ice is
b
e
ing giv
e
n
.
B
a
sed o
n
t
h
e
descri
pt
i
on a
b
ove
, i
t
can be concl
ude
d t
h
at
l
a
borat
ory
ser
v
i
ce i
s
defi
ne
d
as any
t
hi
ng
pr
o
v
i
d
e
d
by
t
h
e l
a
bo
rat
o
ry
t
o
ot
he
r
part
i
e
s as
t
h
e
user
s (c
ust
o
m
e
rs).
1.
2. Stu
d
en
ts’
Satis
f
a
c
tio
n
[6]
s
u
g
g
est
s
t
h
a
t
sat
i
s
fact
i
on refers t
o
a feel
i
ng
of ha
p
p
i
n
es
s or di
sa
pp
oi
nt
m
e
nt
one pe
rc
ei
ves aft
e
r
com
p
aring the
perce
p
tion a
n
d expecta
tion
towa
rd a servi
ce with the prod
ucts he/s
he
receives. T
h
e
r
efore,
sat
i
s
fact
i
on i
s
a fu
nct
i
on
o
f
pe
rcept
i
o
n
o
r
im
pressi
o
n
ove
r a pe
rf
o
r
m
a
nce and e
x
pect
at
i
o
n
.
Wh
en t
h
e
perform
a
nce is inferi
or t
o
the ex
p
ectatio
n, th
e resu
lt is d
i
ssatisfaction
.
On
th
e
o
t
her h
a
n
d
, wh
en
th
e
perform
a
nce meets
the expectation,
the result is satisf
action, and
when the
perfor
m
a
nce exceeds the
ex
p
ectation
,
the cu
sto
m
ers will b
e
v
e
ry satisfied
or
h
a
pp
y.
Th
e k
e
y to
cu
sto
m
er lo
yalt
y i
s
p
r
ov
id
ing
sup
e
ri
or
values
bey
o
nd
their e
xpectation.
The
fol
l
o
wi
n
g
are s
o
m
e
defi
ni
t
i
ons
of
sat
i
s
fact
i
on
pr
o
p
o
se
d by
s
o
m
e
exp
e
rt
s, as
c
i
t
e
d by
[
7
]
.
Accord
ing
to
Zeith
aml, satisfactio
n
is resp
on
se of a cu
sto
m
er to
ward
n
eed fu
lfillmen
t. Acco
rd
i
n
g to
Gu
iltin
an, satisfactio
n
is ”A bu
yer’s
d
e
g
r
ee of satis
factio
n
with
produ
ct is th
e co
n
s
eq
u
e
n
c
e o
f
th
e
com
p
arison a
buyer m
a
kes between t
h
e level
of the
be
nef
its
percei
ved t
o
ha
ve bee
n
recei
ved after c
o
nsuming
or
usi
n
g
a
pr
o
duct
a
n
d t
h
e l
e
vel
o
f
t
h
e
be
nefi
t
s
e
xpe
ct
ed
pri
o
r
p
u
rc
ha
se”.
Acco
rdi
n
g
t
o
Pa
su
ram
a
n, et
. al
,
satisfaction is the cust
om
er feeling on a ki
nd of se
rvi
ce he/she
recei
ves. Accordin
g to
Loveloc
k
, satis
faction
i
s
an em
ot
i
onal
con
d
i
t
i
on o
r
post
-
p
u
r
chase
react
i
o
n
,
w
h
i
c
h m
a
y co
m
e
in t
h
e f
o
rm
of
ange
r,
di
ssat
i
s
f
act
i
on,
ups
et
, ha
ppi
ne
ss, or e
x
ci
t
e
m
e
nt
. It
i
s
not
sur
p
ri
si
ng t
h
at
any
com
p
any
i
s
obsesse
d wi
t
h
t
h
e cust
o
m
ers’
sat
i
s
fact
i
on
gi
v
e
n i
t
s
di
rect
rel
a
t
i
ons
hi
p t
o
c
u
st
om
ers’ l
o
y
a
l
t
y
, m
a
rket
share
,
an
d
p
r
o
f
i
t
.
Stude
nts a
r
e internal cust
omers of a college
from
academ
ic and a
d
m
i
nistrative pers
pectives
.
Satisfactio
n
lev
e
l
m
easu
r
ed
to
find
ou
t th
e q
u
a
lity o
f
learn
i
n
g
p
r
o
cess is th
e stu
d
e
n
t
s’ satisfactio
n
lev
e
l.
Satisfactio
n refers to fu
lfillm
e
n
t of
n
e
ed
s an
d exp
ectatio
n as th
e cu
sto
m
ers
o
f
edu
cation
a
l
serv
ices [2
].
A
p
opu
lar co
ncep
t of serv
ice qu
ality is, first d
e
v
e
l
o
p
e
d
b
y
Pasuram
a
n
,
et. al 15
years ag
o.
At first
,
co
n
c
ep
t of th
e serv
ice qu
ality was form
u
l
a
t
ed
in
to
ten
d
i
men
s
io
n
s
[1
].
Ko
tler
[6
] sugg
ests th
at fiv
e
facto
r
s
th
at d
e
term
in
e
th
e serv
ice quality
in
clu
d
e
(1
) Tan
g
i
b
l
e
(direct ev
id
en
ce), wh
ich
in
cludes p
h
y
sical facilit
ies,
eq
u
i
p
m
en
t’s, p
e
rson
n
e
l, an
d co
mm
u
n
i
cati
o
n
facility, (2
) reliab
ility –
an
ab
ility to
p
r
ov
id
e th
e pro
m
ised
service in a
n
a
ccurate, im
m
e
diate, and satisfactory
wa
y, (3)
responsive
ness, nam
e
ly, willingness
of t
h
e staff
t
o
hel
p
t
h
e cust
om
ers and t
o
g
i
ve resp
o
n
si
ve
servi
ces
, (4) as
sura
nce,
whic
h includes knowledge, c
o
m
p
ete
n
ce,
p
o
liten
e
ss, an
d tru
t
hfu
l
n
e
ss of th
e st
affs,
freed
o
m
fro
m
an
y risk
s, h
a
rm
s,
an
d dou
b
t
s, and (5) em
p
a
th
y,
wh
ich
i
n
cl
ude
s
easi
n
e
ss
i
n
bui
l
d
i
ng r
e
l
a
t
i
onshi
p,
c
o
m
m
uni
cat
i
on, pers
o
n
al
care,
and u
n
d
e
rst
a
nd
i
ng on
t
h
e
i
n
di
vi
d
u
al
needs
of t
h
e c
u
stom
ers.
Furt
herm
ore,
[
10]
s
u
g
g
est
t
h
at
real
evi
d
enc
e
(t
angi
bl
e) i
n
vol
ves s
o
m
e
indi
cat
o
r
s. T
h
e
y
i
n
cl
ude (a
)
classroo
m
co
m
f
o
r
t, (b) classroo
m
facilit
y, (c) classr
oo
m clean
n
e
ss, (d
) classroo
m
n
eatn
e
ss, (e)
b
a
th
roo
m
clean
n
e
ss,
(f) staff
n
eatn
e
ss, an
d (g
) p
a
rk
i
n
g
area. Re
liab
ility d
i
m
e
n
s
io
n
inv
o
l
v
e
s t
w
o
i
n
dicato
r
s,
n
a
m
e
l
y
, (a)
f
a
st serv
ice
pr
o
c
edu
r
e and
car
efu
l
ad
m
i
n
i
str
a
tiv
e pr
o
c
ed
ur
es. Responsiv
en
ess
d
i
m
e
n
s
ion
i
n
vo
lv
es th
e
fol
l
o
wi
n
g
i
n
di
cat
ors:
(a
) p
r
e
p
are
d
ness o
f
t
h
e st
aff
s
i
n
m
a
nagi
ng t
h
e pa
r
k
i
n
g area,
(b
)
resp
o
n
si
ve
ness
of t
h
e
staffs in serv
ing
th
e st
u
d
en
ts,
(d) prep
aredn
e
ss of th
e
teac
hing
staffs
in a
n
s
w
eri
ng t
h
e students
’ questions, a
nd
(e) p
r
epa
r
e
dne
ss of t
h
e aca
dem
i
c advi
so
r
s
i
n
hel
p
i
n
g t
h
e st
ude
nt
s.
Ass
u
ra
nce di
m
e
nsi
on i
n
vol
ves t
h
e
fo
llowing
ind
i
cato
r
s: (a) ab
il
ity o
f
th
e lectu
r
er in
d
e
liv
erin
g
th
e m
a
terials, (b) sk
ills o
f
the ad
m
i
n
i
strativ
e
staffs,
(c)
ho
spitalit
y o
f
th
e st
affs i
n
serv
ing th
e stud
en
ts, (d)
attitu
d
e
o
f
th
e
st
affs, (e)
g
u
a
ra
n
t
ee o
f
timel
y
mid-term
grades, (f)
guara
n
t
ee of tim
e
ly term
grad
es, (g
)
tim
el
y testi
n
g sch
e
du
les, (h)
acc
uracy of
t
h
e
Evaluation Warning : The document was created with Spire.PDF for Python.
I
J
ERE
I
S
SN
:
225
2-8
8
2
2
St
u
d
ent
s
' Sat
i
s
f
a
ct
i
o
n
T
o
w
a
r
d
The Servi
ces of
The
C
h
e
m
i
c
al
La
bor
at
ory
(
A
s
t
i
n
Luk
u
m)
25
teaching m
e
thods
used by t
h
e lectur
e
r
s, a
n
d
(i) class
disc
ipline. Em
pa
thy dim
e
nsion invol
ves t
h
e
foll
owi
n
g
i
ndi
cat
o
r
s:
(a
)
pers
o
n
al
i
zed at
t
e
nt
i
on t
o
t
h
e s
t
ude
nt
s a
n
d
(
b
)
co
nt
r
o
l
l
e
d e
d
u
cat
i
onal
peri
o
d
.
Srin
ad
i and
Nilak
u
s
m
a
wati [1
] sug
g
e
sted
t
h
at in
th
e contex
t o
f
i
n
tegrated
qu
ality
man
a
g
e
m
e
n
t
ap
p
lied
b
y
th
e
co
lleg
e
, stud
ents are cu
sto
m
ers who
s
e
n
eed
s
m
u
st b
e
m
e
t. Th
e edu
cation
a
l in
stitu
tio
n
n
eed
s to
b
e
aware of the d
o
m
in
an
t facto
r
s th
at
d
e
termin
e th
e satisf
actio
n
b
e
fo
re realizin
g
th
e sat
i
sfactio
n
itself. In
th
is
way, th
e in
stitu
tio
n
can
id
entify facto
r
s that n
eed
to
b
e
m
a
in
tain
ed
an
d
to
b
e
i
m
p
r
o
v
e
d
as an
effort o
f
enha
nci
n
g t
h
e
st
ude
nt
s’
sat
i
s
f
act
i
on t
o
wa
rd
t
h
e l
a
b
o
r
at
ory
s
e
rvi
ces.
Stude
nts’ satis
faction re
fers to
how the stude
nts pe
rceive the se
rvices
they receive (pe
r
ceive
d
serv
ice) and
the ex
p
ected
serv
ice, as m
easu
r
ed
throug
h
fi
ve d
i
m
e
n
s
io
n
s
of Serv
qu
al serv
ice q
u
a
lity, na
m
e
l
y
(1) tang
ib
le;
(2) reliab
ility; (3
respon
siv
e
n
e
ss; (4) assuran
c
e
an
d (5
) em
p
a
th
y [2
].
Satisfaction ca
n also be see
n
as a com
p
arison
be
twee
n what is expect
ed and what is receive
d.
So
m
e
o
n
e
will b
e
satisfied
wh
en th
e co
m
p
arison
is
b
a
la
n
c
ed
. Im
b
a
lan
ce will
lead
to
d
i
ssatisfactio
n
.
On
th
e
o
t
h
e
r h
a
nd
, i
m
b
a
lan
ce th
at is p
e
rceiv
e
d
as p
r
o
f
itab
l
e will lead
to
satisfactio
n
.
Wi
lto
n
[1
] sug
g
est th
a
t
custom
ers’ satisfaction re
fe
rs to the cust
omers’ re
sp
on
se to
ward
th
e
ev
alu
a
tio
n o
f
im
bal
a
nce per
cei
ved
bet
w
ee
n t
h
e e
xpect
e
d
per
f
o
r
m
a
nce an
d t
h
e
act
ual
pe
rf
or
m
a
nce of
a product.
It can
be said that c
u
s
t
om
ers’
satisfaction is
a condition, i
n
which t
h
e c
u
stom
ers’ nee
d
s
are m
e
t, in the
sense
that
the
y
receive all t
h
ings
t
h
ey
need bas
e
d o
n
t
h
e des
i
red cri
t
e
ria.
The highe
r
the capacity tha
t
is
met,
the higher the cus
t
om
ers’
satisfactio
n
.
As d
i
scu
ssed
abo
v
e
, qu
ality is
th
e n
eed
to
sat
i
sfy an
d
satisfactio
n
is th
e feelin
g
of h
a
p
p
i
ness o
r
d
i
sappo
in
tm
en
t o
v
er t
h
e
p
r
od
u
c
t
or serv
ice p
e
rfo
r
m
a
n
ce. Wh
en
t
h
e
serv
ice qu
ality
is
co
m
p
ared
with
th
e
satisfactio
n
level, a relatio
n
s
hip
is foun
d
b
e
t
w
een
t
h
e
customers’ satisfact
io
n
an
d
t
h
e serv
ice qu
ality. Wh
en
b
o
t
h
are m
e
t, th
e resu
lts are eith
er
recep
tio
n or
rej
ectio
n to
ward
the serv
ices. On
e of th
e m
o
st im
p
o
rtan
t
serv
ices
p
e
rceiv
e
d b
y
th
e stud
en
ts as th
e custo
m
ers at
th
e facu
lty (as an
ed
u
cation
a
l institu
tio
n
)
is learn
i
ng
su
ppo
r
t
.
Fo
ur
i
m
port
a
n
t
aspect
s m
u
st
be
care
f
ul
l
y
con
s
i
d
ere
d
i
n
im
pro
v
i
n
g t
h
e
l
earni
ng
pr
oc
ess at
t
h
e
uni
versity [1]. They are
(1)
teachin
g m
e
th
ods, (2) learning
quality, (3) ap
plication
of the subj
ects,
and (4)
learn
i
ng
activ
ities th
at en
cou
r
ag
e th
e st
u
d
e
n
t
s to
b
e
ind
e
p
e
n
d
e
n
t
in
an
acad
em
ic way b
y
m
ean
s o
f
analytica
l
t
h
o
u
g
h
t
.
The
s
t
ude
nt
s
have
i
ndi
vi
d
u
al
ex
pe
ct
at
i
on t
o
war
d
t
h
e l
ear
ni
n
g
p
r
oces
s.
Wh
en
t
h
ey
pe
rcei
ve
t
h
at
t
h
e
learn
i
ng
p
r
o
c
ess prov
id
ed
by th
e lectu
r
er
meets th
eir
exp
ectatio
n, th
ey
will feel satisfied
and
report th
e
learn
i
ng
p
r
o
c
ess qu
ality is g
o
o
d
. On
th
e
o
t
her h
a
nd
,
wh
en
th
ey d
o
no
t g
e
t
wh
at th
ey ex
pect, th
ey will rep
o
rt
d
i
ssatisfaction
to
th
e learn
i
ng pro
cess
p
r
ov
id
ed b
y
th
e
lectu
r
er.
Assessm
en
t toward
t
h
e qu
ality o
f
learn
i
n
g
pr
ocess
p
r
o
v
i
d
ed
by
t
h
e
l
ect
ure
r
base
d
on
t
h
e e
x
t
e
nt
t
o
wh
ich
t
h
e st
ud
en
ts’
n
eeds are m
e
t is calle
d
the
st
ude
nt
s’
pe
rce
p
t
i
o
n
.
B
a
sed o
n
t
h
e
d
e
scri
pt
i
o
n ab
o
v
e, i
t
can
be c
oncl
ude
d t
h
at
st
ude
nt
s’ sat
i
s
f
act
i
on i
n
t
h
e c
ont
e
x
t
o
f
t
h
i
s
researc
h
i
s
ful
f
i
l
l
m
e
nt
of
t
h
e
need
s a
nd e
x
p
ect
at
i
on o
f
t
h
e
st
ude
nt
s as t
h
e
use
r
s
of t
h
e l
a
bo
rat
o
ry
ser
v
i
c
es, as
reflected in
five d
i
m
e
n
s
io
n
s
of serv
ice, n
a
m
e
ly: ta
n
g
i
b
l
e,
reliab
ility, respo
n
siv
e
n
e
ss, assuran
ce, em
p
a
th
y.
Lab
o
rato
ry
se
r
v
ice re
fers
to
any
t
hin
g
do
ne
by
the
lab
o
ra
tory
f
o
r
an
oth
e
r pa
rty
as a
user
.
As
a
Techn
i
cal Ex
ecu
tio
n Un
it in
th
e co
lleg
e
educatio
n
system
, lab
o
rato
ry
p
l
ays an
im
p
o
r
tan
t
ro
le an
d fun
c
tio
n. It
is a supporting facility for the academ
ic a
c
tivities – in both vocational
and
professi
onal perspectives of a
d
i
scip
lin
e.
It is n
o
t
o
n
l
y a learn
i
n
g
facility t
h
at allo
ws t
h
e
stu
d
e
n
t
s to
p
r
actice th
eir co
gn
itiv
e, psychom
o
t
o
r
,
and affective c
a
pability in an e
m
pirical way. It is al
so a
place for scientific de
velopment for researc
h
and
comm
unity service.
A
ccord
ing
l
y, th
e labor
ator
y is exp
ected to
be a
b
le to m
e
et the st
ude
n
ts
’
needs
and t
o
im
prove its
per
f
o
r
m
a
nce cont
i
n
u
o
u
s
l
y
. To be succe
ssf
ul
i
n
im
provi
ng i
t
s
per
f
o
r
m
a
nce, i
t
needs fee
dbac
k
f
r
om
t
h
e
st
ude
nt
s as t
h
e
i
n
t
e
rnal
c
u
st
o
m
ers. La
bo
rat
o
ry
ser
v
i
ce i
s
i
m
po
rt
ant
fo
r t
h
e
st
ude
nt
s a
n
d
ot
her
use
r
s.
The
r
efo
r
e,
th
e stu
d
e
n
t
s’ satisfactio
n
p
l
ays an
i
m
p
o
r
tant ro
le in
th
e su
stain
a
b
ility o
f
lab
o
rato
ry syste
m
. In
o
t
h
e
r wo
rd
s,
t
h
e st
ude
nt
s’ s
a
t
i
s
fact
i
on m
u
st
be t
h
e basi
s
for
deci
si
o
n
m
a
ki
ng i
n
t
h
e
l
a
bo
rat
o
ry
m
a
nage
ri
al
l
e
vel
and t
h
e
u
n
i
v
e
rsity m
u
st
m
a
k
e
th
e st
u
d
en
ts’
satisfactio
n lev
e
l as th
e
p
r
im
ary targ
et
o
f
im
p
r
o
v
e
m
e
n
t
effo
rts.
Wh
en
it co
m
e
s
to
lab
o
r
atory serv
ice, th
e stud
en
ts’ satisfactio
n
refers to
fulfill
m
e
n
t
o
f
th
e stu
d
e
n
t
s’
n
eeds. Satisfactio
n
of th
e st
ud
en
ts as t
h
e intern
al cu
st
o
m
e
r
s of co
lleg
e
ed
u
cation
a
l syste
m
refers to
po
sitiv
e
perce
p
t
i
o
n o
f
t
h
e st
ude
nt
s r
e
gar
d
i
n
g t
h
e s
e
rvi
ces
du
ri
n
g
and a
f
t
e
r a l
a
b act
i
v
i
t
y
. St
ude
nt
s w
h
o p
e
rcei
v
e
im
balance between the e
x
pe
cted perform
a
n
ce and the a
c
tu
al o
n
e
in
t
h
e lab
o
ratory
are in disc
onfirm
ation
p
o
s
ition
.
Stud
en
ts in
n
e
g
a
tiv
e d
i
sco
n
firm
ati
o
n repo
rt
d
i
ssatisfactio
n
.
On
t
h
e
o
t
h
e
r
h
a
n
d
, stud
en
ts in positiv
e
disco
n
fi
rm
ation rep
o
rt satisfa
ction.
Stu
d
e
n
t
s’ satisfactio
n
is a m
e
asu
r
em
en
t to
o
l
u
s
ed
b
y
a co
ll
eg
e in
stitu
tion
to
h
e
l
p
d
e
term
i
n
e streng
th
s
o
f
t
h
e labo
rat
o
ry as an
ex
ecu
tio
n
u
n
it an
d
t
o
id
en
tify ar
eas
th
at n
e
ed
im
p
r
o
v
e
m
e
n
t
. In
this way, th
e st
ud
en
ts’
learning e
x
peri
ence ca
n
be improved.
Accordingly, the stude
n
ts’ sa
tisfac
tion towa
rd the laboratory servi
ces
refl
ects the face a
nd c
o
lor of
th
e lab
o
rato
ry. Wh
en
it satisf
i
es th
e stu
d
e
n
t
s as th
e cu
stomers, its p
e
rform
an
ce is g
o
o
d
.
Keys to
in
fl
u
e
n
c
i
ng
th
e stud
en
ts’ satisfactio
n
is in
teraction
b
e
t
w
een
t
h
e teac
hing staffs/laborat
o
ry staffs
and t
h
e stude
n
ts as the
Evaluation Warning : The document was created with Spire.PDF for Python.
I
S
SN
:2252
-88
22
IJER
E
V
o
l
.
4,
No
. 1,
M
a
rc
h 20
1
5
:
2
2
– 29
26
cu
sto
m
ers. The in
teraction
m
u
st h
a
v
e
a
sti
m
u
l
ato
r
y
q
u
a
lity to
p
r
o
v
i
d
e
th
e cu
sto
m
ers with a
feelin
g of
com
f
ort
.
B
a
sed o
n
t
h
e t
h
i
n
ki
n
g
par
a
di
gm
abo
v
e, hy
pot
hesi
s pr
o
p
o
s
e
d
i
n
t
h
i
s
rese
arch i
s
“t
he st
ude
nt
s’
satisfactio
n
lev
e
l in
th
e Ch
emistry Ed
u
catio
n
Departm
e
n
t
to
ward
th
e serv
ices
o
f
Ch
emistry Lab
o
r
at
o
r
y of
Facu
lty of Math
em
at
ics an
d
Natural Scien
c
es Go
ron
t
alo
State Un
iv
ersity is abov
e
7
5
%
.”
On
ce
ag
ai
n
,
satisfactio
n
in
t
h
is research
is
fulfill
m
e
nt
of ne
eds a
nd e
x
pect
at
i
on
of t
h
e st
u
d
ent
s
as
t
h
e
user
of l
a
b
o
r
at
ory
ser
v
i
ces a
s
refl
ect
ed i
n
fi
ve di
m
e
nsi
o
n
s
of ser
v
i
ce sa
t
i
s
fact
i
on,
nam
e
l
y
, t
a
ngi
bl
e (
d
i
r
ect
ev
id
en
ce), reliab
ility, respon
siv
e
n
e
ss, assuran
ce, and
em
p
a
th
y.
Measu
r
em
en
t o
f
t
h
e stud
en
ts’ satisfaction
to
ward
th
e
services o
f
C
h
em
is
try Lab
o
ratory
o
f
Facu
lty of
Mathem
a
tics a
n
d Nat
u
ral Sc
iences
Goront
alo State Un
i
v
ersi
t
y
was c
o
n
duct
e
d
by
m
e
ans
of
t
h
e st
u
d
ent
s
’
respon
ses toward
fu
lfillm
en
t o
f
th
eir n
e
ed
s an
d
ex
p
ectations
as th
e u
s
ers
of lab
o
ratory serv
ices, in
v
i
ew o
f
th
e
fi
ve di
m
e
nsi
o
ns.
(1
) The
fi
rst
di
m
e
nsi
on
i
s
t
a
ngi
bl
e (
d
i
r
ect
evi
d
e
n
ce)
wi
t
h
t
h
e f
o
l
l
o
wi
ng i
ndi
cat
ors:
(a
)
lab
o
rato
ry com
f
o
r
t, (b
) labo
rat
o
ry facility, (c) la
b
o
rato
ry cleann
e
ss, an
d
(d
) inform
at
io
n
system
.
(2)
Dim
e
nsion of reliability
invol
ves th
e fol
l
owing indicators: (a
) quick
service proce
d
ure and (b) careful
adm
i
ni
st
rat
i
v
e
pr
oce
d
u
r
es.
(3
) Di
m
e
nsi
on of res
p
o
n
si
vene
ss
i
n
v
o
l
v
es
t
h
e fol
l
o
w
i
ng
i
ndi
cat
o
r
s
:
(a)
resp
o
n
si
ve
ness
of t
h
e st
af
fs
i
n
servi
n
g t
h
e st
u
d
ent
s
,
(
b
) re
sp
o
n
si
ve
ness i
n
de
al
i
n
g wi
t
h
t
h
e st
ude
nt
s’
com
p
l
a
i
n
t
s
, (c)
pre
p
are
d
ness
of t
h
e l
ect
ure
r
i
n
ans
w
eri
ng t
h
e st
u
d
e
n
t
s
’
qu
est
i
ons, a
n
d (
d
) p
r
epa
r
e
dnes
s
of t
h
e
academ
ic advisor in assisting the stude
nts. (4) Dim
e
ns
ion
of ass
u
ra
nce invol
ves the followi
ng indicators: (a)
ab
ility o
f
th
e l
ectu
r
er in
d
e
liv
eri
n
g
th
e m
a
t
e
rials, (b) sk
ills o
f
th
e labo
rato
ry staffs
, (c)
attitu
d
e
o
f
th
e
staffs,
(d) tim
el
in
ess
in
grad
e
reportin
g
,
an
d (e) timelin
ess o
f
l
a
b wo
r
k
s.
(
5
)
Di
m
e
nsi
on of
em
pat
h
y
i
n
vol
ves
t
h
e
fo
llowing
i
n
d
i
cato
rs: (a) p
e
rson
alized
atten
tion
to
th
e stud
en
t
s
and
(b) go
od
co
mm
u
n
i
catio
n
.
2.
R
E
SEARC
H M
ETHOD
Obj
ectiv
e
o
f
t
h
is research
is to
fin
d
ou
t th
e stud
en
ts’ satisfactio
n
level to
ward
th
e serv
ices
o
f
Ch
em
is
try Lab
o
ratory o
f
Facu
lty o
f
Mathe
m
atics a
n
d
Natu
ral Scien
c
es Goro
n
t
alo
State Un
iv
ersity. Th
e
researc
h
was c
o
nducted
on the stud
en
ts of Ch
em
istry Ed
u
catio
n Dep
a
rt
men
t
, Facu
lty
o
f
Mat
h
em
at
ic
s and
Natural Scienc
es Gorontalo
State University, as t
h
e
u
s
ers of C
h
em
istry
Laborato
r
y
fro
m
Ju
ly to
Octo
b
e
r
2
013
.
Me
th
od
of
th
e
r
e
s
e
a
r
ch
w
a
s
ca
u
s
a
l
s
u
rvey with an a
n
alytical
m
ode
l
t
h
at
c
o
m
p
ares o
n
e i
nde
pe
nde
nt
vari
a
b
l
e
(t
-t
est
)
. T
h
e m
e
t
hod
co
ul
d
be
use
d
t
o
t
e
st
t
h
e s
t
ude
nt
s’ sat
i
s
f
act
i
on l
e
vel
t
o
war
d
t
h
e
ser
v
i
ces o
f
Ch
em
is
try Labo
rat
o
ry,
Facu
lt
y o
f
Math
em
at
ics and
Natu
ral
Scien
ces
Gorontalo State
University.
Pop
u
l
ation
o
f
th
e
research was all su
bjects relate
d to th
e
satisfactio
n toward th
e serv
ices
of
C
h
em
i
s
t
r
y
Labo
rat
o
ry
as p
e
rcei
ve
d by
3
35
st
u
d
ent
s
o
f
C
h
em
i
s
t
r
y
Ed
ucat
i
on
De
part
m
e
nt
, Facul
t
y
o
f
Mathem
a
tics a
nd
Natural Sci
e
nces
Gorontalo State Unive
r
sity who
were
registere
d
in t
h
e academ
ic year of
20
1
3
-
2
01
4.
Sa
m
p
l
e
of t
h
e
re
search
was
t
a
k
e
n i
n
a
pr
op
o
r
t
i
onal
way
t
o
rep
r
ese
n
t
t
h
e
po
p
u
l
a
t
i
on
by
usi
n
g
sim
p
l
e
ran
dom
sam
p
l
i
ng t
ech
ni
q
u
e.
The
rese
arch
use
d
5
0
st
ude
nt
s as
t
h
e
s
a
m
p
l
e
.
The data we
re
collected using stru
ctured
que
stionnaires wit
h
grade
d
scale m
u
l
tip
le o
p
tion
s
, rang
ing
fr
om
1 t
o
5. The i
n
st
r
u
m
e
nt
was p
r
epa
r
e
d
by
fi
rst
l
y
arran
g
i
n
g t
h
e u
n
i
t
s
deri
ved f
r
o
m
the resea
r
ch
va
ri
abl
e
s.
Th
e in
stru
m
e
n
t
in
clu
d
e
s a list
o
f
qu
estion
s
related
to
th
e sp
ecified
in
d
i
cator as well as in
st
ru
ction
.
Th
ere
were
5
opt
i
o
nal
a
n
s
w
ers
i
n
rat
i
n
g s
cal
e, 1,
2
,
3,
4,
5.
Th
e i
n
stru
m
e
n
t
qu
ality was t
e
sted
for
v
a
lidity an
d
reliab
ility b
y
u
s
i
n
g Produ
ct Mo
m
e
n
t
tech
n
i
q
u
e
.
In
st
ru
m
e
n
t
trial test fo
r
v
a
lid
i
t
y an
d
reliab
ility fo
und
th
at
of 52
q
u
estio
n ite
m
s
, 5
item
s
were no
t
v
a
lid
,
with
a
reliab
ility v
a
lu
e o
f
0
,
96
4. After th
e
5
qu
esti
o
n
item
s
were rem
o
v
e
d
,
reliab
ility o
f
th
e instru
m
e
n
t
was fo
und
t
o
be 0,
9
6
5
.
The
r
efo
r
e, t
h
e i
n
st
r
u
m
e
nt
s used f
o
r t
h
i
s
re
search
in
clud
e 47
qu
estion
ite
m
s
t
h
at
m
e
t h
i
g
h
valid
it
y
an
d reliab
ility criteria.
Data an
alysis tech
n
i
q
u
e
u
s
ed
in
th
is research was
descri
ptive analysis to describe the cha
r
acteristics
of sc
ore
di
st
ri
but
i
o
n f
o
r t
h
e
researc
h
va
ri
abl
e
s an
d i
n
fe
ren
tial an
alysis b
y
u
s
ing
inferen
tial statisti
cs th
at
co
m
p
ared
on
e in
d
e
p
e
nd
en
t v
a
riab
le,
t-test,
with
th
e fo
llowi
n
g
fo
rm
u
l
a:[11]
√
Descri
pt
i
on:
X
̅
=
sam
p
le average
µ =
h
ypo
th
esized
valu
e
s
=
st
anda
rd
de
vi
at
i
on
o
f
cal
cul
a
t
e
d sam
p
l
e
n
=
num
ber of
sam
p
l
e
Evaluation Warning : The document was created with Spire.PDF for Python.
I
J
ERE
I
S
SN
:
225
2-8
8
2
2
St
u
d
ent
s
' Sat
i
s
f
a
ct
i
o
n
T
o
w
a
r
d
The Servi
ces of
The
C
h
e
m
i
c
al
La
bor
at
ory
(
A
s
t
i
n
Luk
u
m)
27
3.
R
E
SU
LTS AN
D ANA
LY
SIS
Descri
p
tio
n
o
f
th
e d
a
ta p
r
esented
in
th
is sectio
n
is d
a
ta d
e
ri
v
e
d
fro
m
th
e q
u
e
stion
n
a
ires to
find
ou
t
th
e stud
en
ts’ satisfactio
n
toward
t
h
e serv
ices o
f
Ch
em
istry
Labo
rat
o
ry,
Facu
lty o
f
Mathe
m
atics an
d
Natu
ral
Sciences, Gorontalo
State University. T
h
e
o
re
tical scores
o
f
t
h
e
researc
h
dat
a
we
re
47
f
o
r
m
i
nim
u
m
scor
e an
d
23
5
f
o
r
m
a
xim
u
m
score.
O
n
t
h
e
ot
he
r
han
d
,
t
h
e em
pi
ri
cal
dat
a
of t
h
e
res
earch
sh
o
w
ed
a m
i
nim
u
m
score
o
f
14
3 a
n
d m
a
xi
m
u
m
score o
f
21
5.
T
h
e re
sul
t
s o
f
dat
a
scree
n
i
n
g a
r
e
prese
n
t
e
d i
n
t
h
e
fol
l
o
wi
n
g
Ta
bl
e
1.
The dat
a
di
st
ri
b
u
t
i
on
was
prese
n
t
e
d i
n
t
h
e f
o
rm
of f
r
eq
ue
ncy
di
st
r
i
but
i
o
n f
o
r t
h
e st
ude
nt
s’
sat
i
s
fact
i
on sc
ore t
o
w
a
r
d
t
h
e
ser
v
i
ces o
f
C
h
em
i
s
t
r
y
Labora
t
ory
,
as
p
r
ese
n
t
e
d i
n
Tabl
e
2.
Tabl
e
2.
sh
o
w
s t
h
at
15 re
sp
o
nde
nt
s
(30
,
0
0
%)
had
a score t
h
at
w
a
s bel
o
w t
h
e interval class where the
avera
g
e
score was situated,
whi
l
e
9
res
p
o
nde
nt
s (
1
8,
00
%) ha
d a sc
or
e t
h
at
was
w
ith
in
th
e i
n
terv
al class wh
e
r
e the ave
r
a
g
e sc
ore
wa
s
si
t
u
at
ed, a
nd
2
6
res
p
on
de
nt
s
(5
2,
0
0
%)
ha
d
a score
t
h
at
wa
s above t
h
e int
e
rval class
where the a
v
era
g
e
score
was situate
d
.
3.1. Tes
t
ing for Data
Analys
is
Requireme
nts
Hypo
th
esis testin
g
u
s
ed
statistical an
alysis
with
a pa
ram
e
t
r
i
c
t
e
st
t
h
at
com
p
ared
one i
nde
pe
nde
n
t
vari
a
b
l
e
, o
r
t
-
t
e
st
. The a
n
al
y
s
i
s
req
u
i
r
e
d
t
h
at
t
h
e dat
a
be
pr
ocesse
d
fu
rt
her t
o
pr
od
uce
bet
t
e
r est
i
m
ates. F
o
r
t
h
i
s
, t
h
e a
n
al
y
zed va
ri
abl
e
w
a
s deri
ved
fr
o
m
pop
ul
at
i
on
wi
t
h
n
o
r
m
a
l
dist
ri
but
i
o
n.
The
r
ef
ore
,
be
fo
re t
h
e dat
a
were analyzed
for hypothesi
s
testi
ng,
a re
qui
rem
e
nt
anal
y
s
i
s
i
n
t
h
e f
o
rm
of
Dat
a
No
rm
al
it
y
Test
wa
s
conducted.
To
find
ou
t
wheth
e
r
t
h
e resu
lt
s
of research
were n
o
rm
all
y
d
i
strib
u
t
ed o
r
no
t,
a
no
rm
ality
testin
g
was
conducted
with statistical tes
t
χ
2.
When t
h
e
results showe
d
a value
of
χ
2
c
ou
nt
≤
χ
2
t
ab
le, th
ey were said
to
be n
o
rm
al
l
y
dist
ri
but
e
d
an
d a
b
n
o
r
m
a
ll
y
di
stri
b
u
t
e
d f
o
r a
v
a
l
u
e of
χ
2
coun
t
≤
χ
2t
abl
e
. No
rm
al
it
y
t
e
st
ing was
conducted for a
sign
ifican
ce lev
e
l of
α
= 0,
05
.
No
rm
ality
test
fo
r the
re
searc
h
data f
o
un
d
a
value
o
f
χ
2
c
o
unt
=
2, 8
1
8
1
,
and
a val
u
e
o
f
χ
2
t
ab
le
for
a si
gni
fi
ca
nce l
e
vel
of
α
= 0,
0
5
an
d d
k
= k-
1
= 6, was 12
,
5
9
2
. T
h
ere
f
ore
,
χ
2
c
oun
t
≤
χ
2
t
ab
le th
at it c
a
n
b
e
concl
ude
d
t
h
at
t
h
e
resea
r
c
h
ha
d no
rm
al
ly
di
st
ri
b
u
t
e
d dat
a
.
3.
2. Hy
po
thesi
s
T
e
sti
n
g
Hypo
th
esis to
b
e
tested
i
n
th
i
s
research
was “th
e
stud
en
ts’ satisfactio
n
lev
e
l toward
th
e serv
ices
of
Ch
em
is
try Lab
o
r
at
o
r
y, Facu
lty o
f
Math
em
a
t
ics an
d
Natu
ra
l Science, Gorontalo State Unive
r
sity was above
7
5
%.” Th
e
h
ypo
th
esis is translated
in
to th
e
fo
llo
wi
n
g
statistical h
y
p
o
t
h
e
ses:
H0
:
µ0
≥
17
6,
2
5
H1
:
µ0
>
17
6,
2
5
H
ypo
th
esis testin
g
w
a
s co
nducted
u
s
i
n
g
statistical test th
at co
m
p
ar
ed
on
e
in
d
e
p
e
nd
en
t v
a
r
i
ab
le,
o
r
t-
test. Pri
n
cip
l
e
o
f
th
e testing
u
s
ed
a
sign
ifican
ce lev
e
l of
α
=
0
,
0
5
and
dk =
n
-
1
.
Criteria of th
e testing at th
e
rig
h
t pa
rt we
re
: whe
n
+t tabl
e
≥
t co
un
t, the h
ypo
th
esis
wou
l
d b
e
refused
an
d wh
en
t tab
l
e
≤
t coun
t, the
hypothesis was
accepte
d.
A
n
alysis
u
s
ing Micr
o
s
o
f
t
Excel 2
007
as presen
ted in
App
e
nd
ix 5 sh
ow
ed th
at th
e
h
ypo
th
esized
v
a
lu
e,
o
r
w
a
s 75
%
o
f
th
e av
erag
e i
d
eal v
a
l
u
e, or
75
%
of
th
e id
eal
v
a
lu
e of
2
3
5
,
w
i
t
h
µ0
= 17
6,25
, an
d t
co
unt
= 2
,
9
8
. Statistical testin
g
wit
h
a sign
ifican
ce o
f
α
=
0,
0
5
a
nd
d
k
=
n -
1
o
r
d
k
=
50
-
1 =
49
, t
t
a
bel
wa
s 2,
0
0
.
T
h
e
r
efo
r
e
,
th
e
v
a
lu
e of
+
t
table
≤
t
c
o
unt
or
+t
(
0
,
0
5;
4
9
)
=
2,
00
≤
t
c
o
unt
=
2,
98
. T
h
eref
ore
,
t
c
o
un
t
was
situated at the H0 re
jection
area or
H1 re
ception a
r
ea. It can be concl
u
d
e
d
th
at th
e h
ypo
th
esis th
at th
e
stu
d
e
n
t
s’ satisfactio
n
lev
e
l toward
t
h
e serv
i
ces of C
h
em
ist
r
y Labor
ator
y,
Facu
lty
of Mat
h
em
atics and
Natural
Science, Gorontalo
Stat
e
University wa
s m
o
re tha
n
75%
was accepte
d.
3.3.
Disc
ussion
Em
pi
ri
cal
fi
nd
i
ngs
de
ri
ve
d
f
r
om
t
h
e t
e
st
f
o
r t
h
e
fi
ve
hy
pot
hesi
s
ref
u
se
d
H0
an
d acc
ept
e
d
H
1
;
i
t
means
that
the stude
nts were s
a
tisfied
with the serv
ices of C
h
em
istry La
boratory, Fa
culty
of Mat
h
em
atic
s and
Natural Scienc
e, Gorontalo
State Uni
v
ersity
,
as evi
d
ent i
n
the value
of +t ta
ble
≤
t co
un
t.
The resea
r
ch
data showe
d
tha
t
the average s
t
ude
nt
s’ satisfactio
n
score toward
th
e serv
ices p
r
o
v
i
d
e
d
by
t
h
e l
a
b
o
r
at
ory
was
3,
91
,
ran
g
e
1–
5.
A
n
al
y
s
i
s
o
n
t
h
e
st
ude
nt
s’
sat
i
s
fact
i
o
n
l
e
vel
base
d o
n
t
h
e s
e
rvi
c
e
di
m
e
nsi
ons s
h
owe
d
t
h
at
em
pat
h
y
di
m
e
nsi
on ha
d t
h
e
hi
g
h
e
st
score
,
nam
e
l
y
4,1
2
. It
m
e
ans t
h
at
ser
v
i
c
es of t
h
e
chem
istry laboratory i
n
the
form
of
em
pathy received positive response
fr
om
the stude
nts. The st
ude
nts felt
satisfied
with
t
h
e p
e
rso
n
a
lized
atten
tion
offered
b
y
the la
boratory staffs
. The
r
e wa
s a
good comm
unication
b
e
tween
th
e lab
o
ratory staffs and
th
e stud
en
ts, as ev
i
d
en
t
in
th
e h
i
g
h
satisfactio
n
lev
e
l for t
h
e
d
i
m
e
n
s
io
n
of
em
pat
h
y
.
In t
h
e secon
d
ra
nk
was t
h
e di
m
e
nsi
on o
f
assu
ra
n
ce, wi
t
h
a scor
e of 3,
9
8
. Di
m
e
nsi
o
n o
f
assu
r
a
nce
co
nsisted
o
f
fi
v
e
i
n
d
i
cators,
n
a
m
e
l
y
, ab
ility
of th
e lect
urers to
d
e
liv
er th
e m
a
terials, sk
ill o
f
th
e labo
rat
o
ry
staffs, attitu
d
e
o
f
t
h
e laboratory staffs, tim
el
i
n
ess i
n
g
r
ad
e
rep
o
rting
,
and
timelin
ess o
f
t
h
e lab
work sch
e
d
u
l
es.
In t
h
e t
h
i
r
d p
o
s
i
t
i
on were t
h
e
dim
e
nsi
ons
of
resp
onsi
v
en
es
s and t
a
n
g
i
b
l
e
,
wi
t
h
avera
g
e score
s
of
3,
87
an
d
Evaluation Warning : The document was created with Spire.PDF for Python.
I
S
SN
:2252
-88
22
IJER
E
V
o
l
.
4,
No
. 1,
M
a
rc
h 20
1
5
:
2
2
– 29
28
3,
86
,
respe
c
t
i
v
el
y
.
B
o
t
h
di
m
e
nsi
o
ns
sh
o
w
e
d
a
com
p
ara
b
le satisfactio
n
lev
e
l. It
m
ean
s th
at the stud
en
ts
p
r
ov
id
ed
po
sitiv
e respon
ses in
th
e lab
o
r
ato
r
y co
m
f
o
r
t, lab
o
r
at
o
r
y facilit
y, lab
o
r
at
o
r
y clean
lin
ess, and
in
fo
rm
atio
n
syste
m
in
th
e Ch
e
m
istry Lab
o
r
ato
r
y of Facu
lty o
f
Math
em
ati
c
s an
d
Natural Scien
ces,
Goro
n
t
al
o
State Un
iv
ersity. Th
e sam
e
th
in
g
ap
p
lies fo
r th
e in
d
i
cator
s
of
quic
kne
ss of the laborat
o
ry staffs to serve the
st
ude
nt
s,
pre
p
a
r
ed
ness
of t
h
e
l
a
bo
rat
o
ry
st
af
fs t
o
s
o
l
v
e t
h
e
st
ude
nt
s’
pr
o
b
l
e
m
s
, pre
p
are
d
ness
of t
h
e l
ect
urer
s
to ans
w
er the
stude
nts’
que
stions
,
and preparedness
of the academ
ic ad
vi
sor in assisting t
h
e student
s
. T
h
e
d
i
m
e
n
s
io
n
of reliab
ility h
a
d
an
av
erag
e satisfactio
n
score of 3
,
77
.
It m
ean
s th
at q
u
i
ckn
e
ss o
f
t
h
e labo
rato
ry
staffs and lecture
r
s in serving the
students
and ca
refulnes
s in adm
i
nist
ra
tiv
e p
r
o
d
u
cers were less satisfacto
r
y
f
o
r
th
e stud
en
ts, co
m
p
ar
ed
to
th
o
s
e fo
r an
y
oth
e
r
d
i
m
e
n
s
io
ns of
ser
v
ice.
In
g
e
n
e
ral, t-test statis
tical
tes
t
s sh
owed
th
at th
e stu
d
e
n
t
s felt satisfied
with
th
e serv
ices o
f
Ch
e
m
istry
Labo
ratory,
Facu
lty o
f
Mat
h
ematics an
d
Nat
u
ral Scien
ces
,
Goron
t
alo
State Un
iv
ersity, as ev
id
en
t in th
e v
a
lu
e
of t
c
o
u
n
t
=
2,
98
. Gi
ven
t
h
e
val
u
e
of a
b
ov
e
t
t
a
bl
e =
2,00 at a confide
n
ce interval
of
95% m
eans that the
hypothesis
was
accepted. T
h
is
shows
th
at sat
i
sfaction
of the
stude
nts as t
h
e internal cust
om
ers of t
h
e c
o
llege
education syst
e
m
reflected a positive
feeling in relation
to the services they received
when t
h
ey we
re taking
t
h
e su
bject
a
n
d aft
e
r
doi
ng
an act
i
v
i
t
y
i
n
t
h
e l
a
bo
rat
o
ry
.
St
ude
nt
s w
h
o
percei
ve
d i
m
bal
a
nce
bet
w
e
e
n t
h
e
expect
e
d
per
f
o
r
m
a
nce and t
h
e act
ual
pe
rf
or
m
a
nce were
at
t
h
e di
sc
on
fi
r
m
at
i
on p
o
si
t
i
on. T
h
ose at
ne
gat
i
v
e
di
sco
n
fi
rm
ati
on rep
o
rt
e
d
di
ss
at
i
s
fact
i
on w
h
i
l
e
t
hose
at
p
o
si
t
i
v
e
di
sc
on
fi
rm
at
i
on rep
o
rt
e
d
sat
i
s
fact
i
on.
Measu
r
em
en
ts for th
e stud
en
ts’ satisfaction
toward
th
e
serv
ices
o
f
t
h
e Ch
em
is
try Labo
ratory,
Facu
lty o
f
Math
em
a
tics an
d Natu
ral Scien
ces,
Goro
n
t
al
o St
at
e Uni
v
e
r
si
t
y
coul
d
be
used as a
ba
si
s for
d
ecision
m
a
k
i
n
g
i
n
th
e co
lleg
e
in
stitu
tion
to
im
p
r
o
v
e
t
h
e
serv
ice
q
u
a
lity in
th
e labo
rat
o
ry. Th
ey were also
ex
p
ected
to
h
e
lp
in
id
en
tifying
areas
that ne
eded im
prove
m
ent
as an effort for im
prov
in
g
th
e serv
ices to
th
e
st
ude
nt
s.
4.
CO
NCL
USI
O
N
B
a
sed o
n
t
h
e
d
a
t
a
anal
y
s
i
s
and hy
pot
hesi
s t
e
st
i
ng, t
h
e
resea
r
ch c
oncl
ude
s t
h
at
t
h
e st
u
d
ent
s
gene
ral
l
y
felt satisfied
to
ward
th
e serv
ices o
f
C
h
emistry Lab
o
r
at
ory, Facu
lty o
f
Math
e
m
atics
an
d
Natural Scien
ce,
Goron
t
alo State Un
iv
ersity, with
a satisfaction
lev
e
l
of m
o
re th
an 75
%.
ACKNOWLE
DGE
M
ENTS
Tha
nks f
o
r De
part
m
e
nt
of C
h
em
i
s
t
r
y
Educat
i
on G
o
r
o
nt
al
o St
at
e Uni
v
e
r
si
t
y
, st
udent
’s, an
d an
d ot
h
e
r
stakeholde
rs t
o
help in t
h
is res
earch.
REFERE
NC
ES
[1]
Srinadi IGA.
, N
ilakusm
a
wati
, “
D
eterm
i
nants of
Facult
y
S
t
uden
t
Satisfa
ct
ion O
f
Servic
e For I
n
stitutions,
Case
Studies in
Natur
a
l Sc
ienc
es, Ud
a
y
an
a Univ
ersit
y
”
,
Journal Ca
krawalaPendid
i
kan
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vol/issue: XXVI
I(3), 2008
.
[2]
Margono G., “C
onstruct Validity
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udent Satisfaction Measuring Instru
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l
PT
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, 2
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[3]
Tjiptono
F.,
“
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erspektifManaj
e
men&PemasaranKontempo
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e
rs
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a
te
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i
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th
e Departmen
t
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e
nt of He
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asar”,
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alaHusada,
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a, “Special Serv
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t
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a
gement
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m
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a.wordpress.com/2010/04/01/man
a
jeme
n-lay
a
n
a
n-
khusus-dalam-man
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idikan/.
[6]
Kotler P.
, “
M
ark
e
ting
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e
nt: Ana
l
y
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is
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ennium
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t
a:
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e
r Satisfaction”, 2012. Ret
r
ieved
from
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y
l
ondong.b
l
ogspot.com
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asan-
pelangg
an-custo
mer.html.
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Griselda G., Pan
j
aitan
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s
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l
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i
antar
y
IG
A
K
..,
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“
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he A
n
al
y
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is
of S
t
ude
nts
S
a
tis
fac
tion
Tow
a
rd Th
e T
e
aching
Le
arning
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r
oces
s
in Th
ir
d-
Year Diploma Students of
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mic
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acul
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y
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I
J
ERE
I
S
SN
:
225
2-8
8
2
2
St
u
d
ent
s
' Sat
i
s
f
a
ct
i
o
n
T
o
w
a
r
d
The Servi
ces of
The
C
h
e
m
i
c
al
La
bor
at
ory
(
A
s
t
i
n
Luk
u
m)
29
BIOGRAP
HI
ES OF
AUTH
ORS
Astin Lukum, was born on
March, 27th 1963 in
Kab
ila, Gorontalo. A lecturer an
d researcher
in th
e Dep
a
rtm
e
nt of
Edu
cat
io
nal Ch
em
is
tr
y,
S
t
ate
Univers
i
t
y
of Goront
alo.
Her res
e
arch
focuses on the evaluation of management edu
cati
on, both in th
e
area of schools
,
colleges, and
departments of
education in th
e r
e
lev
a
nt territo
r
y
as
consideration for
po
lic
y m
a
ke
r
s
in order to
improve the edu
cational process in Indonesia.
Second aut
h
or’s
ph
ot
o
(
3x
4cm
)
Yoseph Paramata, was born on
August, 15th 19
61 in
Limboto,
Gorontalo. He is a lecturer and
res
earch
er in
th
e Departm
e
nt
o
f
Educa
tiona
l
P
h
y
s
ic,
S
t
at
e Univers
i
t
y
of Go
rontalo
.
His
res
earch
focus
e
s
on the Na
tur
a
l S
c
i
e
nc
e edu
c
a
tion
in gen
e
ral, ev
aluation of
management
education, both
in th
e ar
ea of schools, co
lleg
e
s,
and dep
a
rtments
of edu
c
ation
in
the relevan
t
terri
tor
y
as
considera
tion for
po
lic
y m
a
k
e
rs in
order to
im
prove the
edu
cat
ion
a
l pro
cess in
Indonesia.
Evaluation Warning : The document was created with Spire.PDF for Python.