The education sector is very important for every community in improving intelligence and progress of a nation and country. In realizing intelligence and progress in students, it is very necessary to improve the quality of services and increase learning facilities. A good level of service quality will affect the satisfaction felt by parents of students. School is engaged in education that provides services and learning facilities for elementary school students in order to develop the potential of students to be knowledgeable, have personality, be skilled and have intelligence.

Basically, student satisfaction is a condition where the needs, desires and expectations of service users can be fulfilled through the services provided by the school. This causes very important in maintaining the level of satisfaction of parent sustainability of the school. Preliminary survey on parent satisfaction of HKBP Tomuan Pematangsiantar, Indinesia Private Elementary School students based on product quality, price, convenience and emotional factors. In the following, the authors enclose the interview results regarding the percentage of parents' satisfaction dimensions through the following dimensions.

In Table 1 above, it can be seen that the parental satisfaction of HKBP Tomuan Pematangsiantar Private Elementary School students is not optimal. This can be seen from the dimensions of product quality for the criterion of dis-satisfied answers and the dimension of emotional factors has an average value of 6%. This happens because in the dimensions of product quality seen from the learning material provided to students, the facilities and infrastructure available are inadequate and on the dimension of emotional factors seen from the teacher is not fast enough in providing services to complaints from parents of students.

In creating customer satisfaction, service quality needs to be implemented well. This is in accordance with the opinion of Tjiptono and Gregory [1], stating that service quality is closely related to customer satisfaction. The dimensions of service quality can be seen from: Tangibles, reliability, responsiveness, assurance and also empathy.

The phenomenon of service quality in HKBP Tomuan Pematangsiantar Private Elementary School can be seen from tangibles, inadequate waiting room conditions.

In responsiveness, teachers are not fast enough in responding to complaints from customers. On assurance, some teachers have not responded to student parents with friendliness when communicating. In addition to the quality of service facilities indicated to affect customer satisfaction. This is in accordance with the opinion of Mulyasa [2], explaining that educational infrastructure is a facility that indirectly supports the course of the process of education or teaching such as the yard, garden, school garden, the road to school but if used directly for the teaching process, the component is a means of education. The dimensions of school learning facilities are: school buildings, study rooms, learning media aids, school libraries of stationery, textbooks, other facilities. The evidence suggests that both the facility and the resources available through it enabled learners to develop and enhance their overall independent learning skills [3].

The phenomenon of learning facilities at HKBP Tomun Pematangsiantar Private Elementary Schools can be seen from the inadequate learning media aids such as teaching aids, practical tools to support the learning process. In the library the completeness of books is still inadequate in helping teachers and students make it easier in the teaching and learning process. The textbooks are inadequate because there are still books available, but the condition of the books is old and not brightly colored. In other facilities such as toilet, it is not maintained and not clean, there is still rubbish that is located haphazardly around the toilet. Research Objectives: To find out the picture of service, learning facilities and parents' satisfaction in HKB Tomuan Pematangsiantar Private Elementary School.

Table 1: Percentage Measurement of Parental Satisfaction Level

Source: Result of Pre Survei with Customer of Pematangsiantar, June 2018

The research design used in writing this research is library research and field research. Data collection techniques used in this research is questionnaire method, interview method and documentation method. Data analysis technique uses classical assumption test, Qualitative and quantitative descriptive analysis.

Management and Marketing Management

According to Griffin [4], management is a series of activities (including planning and control) which is directed at organizational resources (human, financial, physical). According to Tjiptono [5], marketing management is a total system of business activities designed to plan, set prices and distribute products, services and ideas that are able to satisfy the desires of the target market in order to achieve organizational goals. Meanwhile According to Kotler [6], marketing management is a process in which individuals and groups get what they want and need by creating, offering, freely exchanging products of value with others. According to Griffin [4], management functions include:

• Planning and Return of Decisions, including those that determine goals for organizational performance, where the future and termination of tasks and use of resources are needed to achieve these goals

• Organizing, determining the grouping of tasks into departments, determining the authority and allocation of resources between organizations

• Leading, in the form of a series of processes carried out so that members of the organization work together in the interests of the organization

• Controlling, including monitoring employee activities, determine whether the organization can meet its goals and make corrections if necessary

Service Quality

According to Lupiyoadi and Hamdani [7], services are all economic activities whose results are not in the form of physical or construction products, which are generally produced and consumed simultaneously and provide added value for example (comfort, entertainment, pleasure, or health) of consumers.

According to Tjiptono and Chandra [1], services are activities, benefits or satisfaction offered for sale such as: motor vehicle repairs, beauty salons, skills courses, fitness centers, restaurants, hotels, hospitals, universities and others.

Meanwhile, according to Kotler [6], service is any action or activity that can be offered by one party to another party, which is basically intangible and does not result in any ownership.

According to Tjiptono [5], identifying five basic dimensions of service quality, namely:

• Reliability: Relating to the company's ability to deliver the promised service accurately from the first time

• Responsiveness: Relating to the willingness and ability of service providers for them in growing customer confidence and confidence

• Assurance: Regarding the willingness and ability of service providers to assist customers in responding to their requests immediately

• Empathy: Means that the company understands the customer's problems and gives personal attention to customers and has comfortable operating hours

• Tangible: Refers to the physical appearance of service facilities, equipment, equipment, human resources and corporate communication materials

Learning Facilities

Education is considered the most effective means of bringing about total change that would ensure accelerated economic growth and national development for any country. One of the issues of great controversy among educators in different institutions of learning today is the issue of the poor state of infrastructural facilities [8]. Educational facilities comprise of infrastructure and instructional facilities in the school. These assist in effective and efficient teaching and learning process. The promotion of positive secured academic environment hinges on availability of safe educational facilities. As the educational facilities improved, the constructivist learning environment in actual situation would be improved also [9]. Good educational facilities motivate teaching and learning appropriately than in unsafe conditions of damaged, lack or nonexistent educational facilities [10]. Therefore school facilities are the space interpretation and physical expression of the school curriculum [11]. 

According to Gie [12], learning facilities can be seen from the place where the learning activities are carried out. Based on where the learning activities are carried out, the learning facilities can be grouped into two namely as follows:

School Learning Facilities

The availability of learning facilities in schools is very important in order to facilitate schools and students in achieving educational goals. The learning facilities at school are as follows.

School Building

This is the center of attention and consideration for every student who wants to enter a particular school institution.

Study Room

Study rooms in schools, classrooms and laboratories are rooms as a place for teaching and learning interactions. A good and harmonious learning room is a learning space that can create conducive conditions, because the learning room is one of the supporting elements of effective learning and a learning environment that will influence the learning activities and success. Thus the location of the class has been considered and calculated against the possibilities that can hinder the learning process. If the learning environment provided in the room is quite pleasant, it will encourage students to study harder, conversely if the learning room provides a less or unpleasant environment, the learning activities are less effective and the original is less satisfying.

Learning Aids and Teaching Media

Learning aids function to help students learn to improve efficiency in learning.

School Library

The library is a building whose contents are books and other reading materials as well as various sources of knowledge such as films, chalets provided to be used by users. Thus the library functions as a source of information, as a reference source in order to facilitate students in accessing learning resources.

Stationery

The learning process can be done well if the more complete the Tullis tool is owned, the less likely the learning will be hampered. The stationery is in the form of: Notebooks, pencils, rulers, erasers and other tools that are directly related to the learning process that students need to have.

Textbooks

In addition, in learning activities one needs to have a book to be more active in learning. Mandatory textbooks, which are textbooks that are appropriate to the field of study being studied by students.

Other Facilities

In addition to the various learning facilities described above, there are other things that support student learning, including school fees, financing or ability to finance learning needs payments such as payment of tuition fees, bookshelves, school bags, transportation and others.

Home Learning Facilities

Comprehensive learning facilities at home are needed by students to study, for example learning facilities which include tables, chairs, bookshelves, rooms, stationery and drawing equipment and lighting.

Parental Satisfaction

According to Tjiptono [5] consumer satisfaction is the cognitive situation of the buyer regarding the comparability or inadequacy between the results obtained compared with the sacrifice made.

Meanwhile, according to Kotler [6], satisfaction is someone's happy or disappointed feelings that arise after comparing perceptions or impressions of the performance or results of a product and its expectations.

According to Kotler [6], suggests several methods in measuring consumer satisfaction, namely:

Complaints and Suggestions System

Every consumer-oriented company needs to provide the widest opportunity for consumers to submit their suggestions, opinions and complaints. The media that can be used are suggestion boxes placed in strategic places (easily accessible or often bypassed by consumers), by providing comment cards (which can be filled directly or can be sent via post to the company), providing special telephone lines (customer hotines) and others.

Consumer Satisfaction Survey

Generally a lot of research on customer satisfaction is done by using survey methods, whether by telephone, post or personal interview.

Ghost Shopping

This method is done by employing several people (ghost shopper) to act or act as consumers or potential buyers of the company's products or competitors. Then, this method conveys its findings about the strengths and weaknesses of the company's products or competitors based on their experience in buying the product. Ghost shopper can also observe or judge the way the company and its competitors answer consumer questions about each complaint.

Lost Customer Analysis

The company is trying to contact consumers who have stopped buying or who have switched suppliers which is expected to be obtained information.

The Effect of Retail Product Variations and Prices to Purchasing Decisions

According to Tjiptono and Gregorius [1], states that service quality are closely related to customer satisfaction. This gives a special impetus to establish a long-term mutually beneficial relationship with the company. By giving attention and response in providing services to the satisfaction of parents of students so that there will be a good relationship.

According to Mulyasa [2], explaining that educational infrastructure is a facility that indirectly supports the course of the process of education or teaching such as the yard, garden, school park, the road to school, but if used for teaching and learning, the component is an educational facility.

Analysis

Qualitative Descriptive: Qualitative descriptive analysis is intended to get a description or description of the responses of consumers regarding the influence of quality of service, learning facilities and satisfaction of students' parents in HKB Tomuan Pematangsiantar Private Elementary. After the questionnaire is processed, the answer values ​​of each respondent's data are divided into several class intervals (Table 2).

Table 2: Interval Score and Respondent Answer Category

Source: Data Processing Result

Overview of Service Quality at HKBP Tomuan Pematangsiantar Private Elementary School

Service quality which is assessed from tangibles, reliability, responsiveness, assurance and empathy can be seen from an average of 3.59 with a good answer category. The highest average value is 3.81 with a good answer category on the reliability dimension (reliability) with teacher indicators that supervise students who are hyperactive and the assurance dimension with indicators of teacher attitudes in communication, while the lowest average value is 3.11 in the dimensions of physical evidence (tangibles) with an indicator of the condition of the waiting room.

Overview of Learning Facilities at HKBP Tomuan Pematangsiantar Private Elementary School

Overall it can be seen that the average learning facilities at HKBP Tomuan Pematangsiantar Private Elementary School are on average 3.59 with good answer criteria. Then the highest average value is 3.85 with good answer criteria on the dimensions of the study room with an adequate indicator of the state of the blackboard while the lowest average value is 2.94 with fairly good answer criteria on the dimensions of aids and learning media with indicators as inadequate props.

Overview of Parents' Satisfaction at HKBP Tomuan Pematangsiantar Private Elementary School

Overall it can be seen that the satisfaction of parents of students is at an average value is 3.59 with the category of satisfied answers. The highest average value is 3.94 with the answer category satisfied on the dimensions of emotional factors with indicators of good relations with school teachers in communicating. While the lowest average value 2.99 with the category of answers is quite satisfied on the dimensions of the quality of the product with indicators of the material given to students is not optimal according to parents because students are not directly present during the teaching and learning process so assume that the material provided is less than optimal.

Quantitative Descriptive

Analysis of Multiple Linear Regressions: Multiple linear regression analysis is used to determine the effect of independent variables (X) and dependent variables (Y), where X is the quality of services and learning facilities and Y is the satisfaction of students' parents. By using SPSS version 21, the results of multiple linear regressions are as follows.

Based on the results of data processing in Table 3, the equation model Ŷ = 8.489+0.241X1+0.430X2 is obtained, meaning that there is a positive and significant effect between the quality of services and learning facilities on the satisfaction of parents of students at HKBP Tomuan Pematangsiantar Private Elementary School.

Table 3: Double Analysis Linier Regression

a. Dependent Variable: Kepuasan Orangtua Siswa, Source: Primary data from SPSS version 21 data processing

Correlation Coefficient and Determination Coefficient

Correlation calculations are in the form of degrees or depths of functional relationships that explain the relationship between changes, expressed by what is called the correlation coefficient which is often symbolized by r.

From the correlation results obtained r value of 0.747, meaning that there is a strong and positive relationship between the variables of service quality and learning facilities to the satisfaction of students' parents in accordance with the correlation coefficient criteria in Table 4 explained by 55.8% by the quality of service and learning facilities the rest 44.2% is explained by other factors such as promotion, communication and professionalism of teachers not discussed in this study.

Table 4: Correlation Coefficient and Determination Coefficient

a. Predictors: (Constant), Service Quality, Learning Facility, b. Dependent Variable: Parental Satisfaction, Source: Primary data from SPSS version 21 questioner data processing

Hypothesis Test

Simultaneous Test (F Test)

This test is carried out simultaneously in order to determine whether the hypothesis is accepted or rejected, hypothesis testing is carried out to determine whether the service quality variable and the learning facilities tested has an effect on the satisfaction of students' parents. If the significance level is below 0.05 then H0 is rejected and Ha is accepted then testing the hypothesis using the SPSS Version 21 application program.

Based on the Table 5, it is obtained the F_count of 58.748 > F_table at the 0.05 level, (2 vs 96-2-1 = 93) is 3.09. Because F_count > F_table or significance level 0.000 < from alpha 0.05, H₀ is rejected, meaning that the quality of services and learning facilities has a positive and significant effect on the satisfaction of parents of students at HKBP Tomuan Pematangsiantar Private Elementary School.

Table 5: F Test Result

a. Predictors: (Constant), Service Quality, Learning Facility, b. Dependent Variable: Parental Satisfaction, Source: Primary data from SPSS version 21 questioner data processing

Partial Test (t test)

This test is done partially which is done to determine whether the hypothesis is accepted or rejected; hypothesis testing is done to find out whether the service quality variables and the learning facilities tested have an effect on the parents' satisfaction. H_o is rejected and H_a is accepted if the level of significance is below 0.05. Then hypothesis testing is performed using the SPSSVersion 21 application program.

Based on Table 6, the variable (service quality) obtained t_count of 3.155> t_table with the provisions of nk-1 at the error level of 5% or 0.05 (96-2-1 = 93) of 2.630 or a significant level of 0.002 < of alpha 0, 05 then H₀ is rejected, meaning that the quality of service has a positive and significant effect on the satisfaction of parents of students at HKBP Tomuan Pematangsiantar Private Elementary School.

Learning facilities obtained t_count of 7,021 > t_table with the provisions of nk-1 at an error level of 5% or 0.05 (96-2-1 = 93) of 2.630 or a significant level of 0,000 < of alpha 0.05 then H₀ is rejected, meaning learning facilities have an effect positive and significant impact on the satisfaction of parents of students at HKBP Tomuan Pemtangsiantar Private Elementary School.

Table 6: T Test Result

a. Dependent Variable: Parental Satisfaction, Sumber: Primary data from SPSS version 21 questioner data processing

Evaluation

Service Quality at HKBP Tomuan Pematangsiantar Private Elementary School: Based on the results of the recapitulation of respondents regarding the quality of service At HKBP Tomuan Pematangsiantar Private Elementary School, it is already classified as good with an average value of 3.59 with a good answer category. 

But from the recapitulation results of the distribution of questionnaires there are still several indicators on other dimensions that need to be considered because they are still below the average value, namely the dimensions of tangiles with indicators of the waiting room condition of the school having an average value of 3.11 with a fairly good answer category, this is because the school has not provided a waiting room for parents of students. It is hoped that the school will create a waiting room for parents of students.

The reliability dimension (responsiveness) with the teacher response indicator in responding to complaints has an average value of 3.15 with a fairly good answer category; this is because the teacher is not very quick in responding to parents' complaints related to student behavior. The principal is expected to be more assertive in directing the teacher to respond more to complaints from parents of students.

The dimensions of guarantee (Assurance) with indicators of teacher technical ability in administration has an average value of 3.27 with a fairly good answer category, this is because administrative staff have not optimally managed school finances well and clearly. It is expected that teachers file things about school finance using computers so that it will be easier and clearer.

Learning Facilities at HKBP Tomuan Pematangsiantar Private Elementary School 

Learning facilities are one of the factors that make parents choose to send their children to school at the school and make parents satisfied. Facilities provided by schools strived for good and adequate facilities with the aim of achieving the objectives of the teaching and learning process. Based on the recapitulation results of respondents' answers regarding learning facilities At HKBP Tomuan Pematangsiantar Private Elementary School was good with an average value of 3.59 with a good answer category.

The dimensions of learning aids and instructional media with indicators of completeness of teaching aids have an average value of 2.94 with a fairly good answer category this is because schools have not completed several teaching aids such as practical tools to support the learning process. It is hoped that the principal will complete teaching aids such as peractic tools.

The library dimension with the completeness indicator of books in the library has an average value of 3.17 with a fairly good answer category, this is because the school has not covered books to help teachers and students make it easier to process teaching and learning. Schools are expected to have more books to make it easier for teachers and students to learn to help the teaching and learning process.

The dimension of the textbook with the indicator of the condition of the textbook has an average value of 3.03 with a fairly good indicator this is because the condition of the book is worn so that it makes students lazy to read it. It is hoped that the school will provide new books to support the enthusiasm of students to study harder.

The dimensions of other facilities with indicators on the cleanliness of school toilets have an average value of 3.10 with a fairly good answer category, this is because the toilet is not cleaned and there are still rubbish that is located around the toilet. It is hoped that schools will specifically assign toilet cleaning officers so that toilet cleanliness is maintained.

Parental Satisfaction at HKBP Tomuan Pematangsiantar Private Elementary School

Parents of students will feel satisfied if what they get from a service exceeds what is expected. If parents feel satisfied, it will certainly have a positive impact. Based on the recapitulation of respondents' answers related to the satisfaction of parents of students is already classified as satisfied with an average value of 3.59. But there are still a number of dimensions that score below average so that improvements and improvements are still needed.

The dimensions of product quality with learning material indicators provided have an average value of 2.99 with quite satisfactory answer categories this is because parents have not directly assisted in teaching and learning. 

Teachers are expected to be better prepared preformance in learning materials that will be given to students. With the indicator of school teacher services having an average value of 3.06 with the answer category quite satisfied, this is because the teacher is not very quick in helping to provide services to parents of students.

The dimensions of emotional factors with school service indicators have an average value of 3.24 with the answer category quite satisfied, this is because parents have not received fast service in handling complaints from parents of students. It is hoped that schools will provide more services to parents of students.

The service process indicator has an average value of 3.07 with the answer category quite satisfied, because some teachers have not responded quickly to parents of students. It is expected that the teacher responds more quickly to various complaints raised by parents of students.

The results of a qualitative descriptive analysis of learning facilities at HKBP Tomuan Pematangsiantar Private Elementary School obtained an average answer value of 3.59. In the dimensions of the study room with indications of the presence of a blackboard in the room, the highest average value was 3.85. While in the dimensions of learning aids and learning media with indicator of the completeness of learning tools, the lowest average value of 2.94 is obtained.

The results of a qualitative descriptive analysis of the satisfaction of students in HKBP Tomuan Pematangsiantar Private Elementary School obtained an average answer value of 3.59. On the dimensions of emotional factors on the indicator of good relations with school teachers obtained an average value of 3.94. Whereas in the dimensions of product quality in the given learning material indicators obtained the lowest average value of 2.99.

There is a positive and significant effect between the quality of services and learning facilities on the satisfaction of parents of students at HKBP Tomuan Pematangsiantar Private Elementary School.

There is a strong and positive relationship between the quality of services and learning facilities with the satisfaction of parents of students at HKBP Tomuan Pematangsiantar Private Elementary School. Whether or not the satisfaction of parents of students in HKBP Tomuan Pematangsiantar Private Elementary School is explained by the quality of services and learning facilities while the rest is influenced by other factors such as service quality, brand image not examined in this study.

The results of simultaneous hypothesis testing with the F0 H0 test were rejected, meaning that there was a positive and significant influence between the variables of service quality and learning facilities on parents' satisfaction at HKBP Tomuan Pematangsiantar Private Elementary School.

The results of partial hypothesis testing with the H0 t test were rejected, meaning that there was a positive and significant effect between the qualities of services and learning facilities on the satisfaction of parents of students at the HKBP Tomuan Pematangsiantar Private Elementary School.

1. Tjiptono, F. and Chandra, G. "Marketing strategy." Edisi III, Yogyakarta: Andi, 2007.

2. Mulyasa. "School based management." Jakarta: Depdiknas, 2005.

3. Gromik, N. "Self-access English learning facility: a report of student use." The JALT CALL Journal, vol. 2015, 2015.

4. Griffin, W.R. "Management." 7th Edn., Jakarta: Erlangga, 2004.

5. Tjiptono, F. "Service quality and satisfaction." Edisi IV, Yogyakarta: Andi, 2016.

6. Kotler, P. "Marketing management." vol. 1, Jakarta: Erlangga, 2002.

7. Lupiyoadi, R. and Hamdani, A. "Services marketing management." 2nd Edn., Jakarta: Salemba Empat, 2006.

8. Audu, I.Y. et al. "Facilities provision and maintenance: necessity for effective teaching and learning in technical vocational education." IOSR Journal of Research & Method in Education, vol. 3, no. 1, 2013, pp. 28-32.

9. Ahmad, C.N.C. et al. "Relationship between constructivist learning environments and educational facility in science classrooms." Procedia - Social and Behavioral Sciences, vol. 191, 2015, pp. 1952-1957.

10. Ugwulashi, C.S. "Educational facilities: Appropriate strategy for school safety management in Rivers State, Nigeria." International Journal of Academic Research in Progressive Education and Development, vol. 6, no. 2, 2017, pp. 11-19. DOI: 10.6007/IJARPED/v6-i2/2317.

11. Alimi, O.S. et al. "School types, facilities and academic performance of students in senior secondary schools in Ondo State, Nigeria." International Education Studies, vol. 5, no. 3, 2012, pp. 44-48.

12. Gie, T.L. "Efficient way of learning." Yogyakarta: Pusat Kemajuan Studi, 2002.