FAKTOR EMPATI DALAM PENANGANAN KELUHAN TERHADAP KEPERCAYAAN DAN KOMITMEN MAHASISWA DI STIE MITRA LAMPUNG

Abstract

Customers’ complaints in case of using products or services is a feedback that show the quality of products or services. The more complaints given by the customer, company should put more attention to improve the quality of products or services. Complaints from the student toward the services are necessary to be addressed in order to decrease student discharge. Empathy in the handling of the complaints is important, thus student will find their complaints are responded appropriately. Trust and commitment of the student are important to maintain the college’s image upon the people. Service of the college is important to create a good academic atmosphere in order to keep learning process goes well. The purpose of this study is to find out how empathy psychological effect on trustand commitmen tof students with explanatory research methodby conducting a surveyto students in STIE Mitra Lampung.The results of this research is empathy has a positive and significant effect on trust and commitment of the students. The empathy from the academic supervisor and the other lecturers make the students feel that their complaints are responded appropriately and believe that they will get the right solution.

Keyword : Complaints, empathy, Trust, commitment