Pengaruh Kualitas Pelayanan Akademik terhadap Kepuasan Mahasiswa Universitas Negeri Padang
Abstract
The purpose of this study was to analyze the effect of the academic service quality on the students’ satisfaction of Universitas Negeri Padang. There were still students of Universitas Negeri Padang which were complaining about the services that they found to be unsatisfactory was the background of this study. The research method which was used was a quantitative research method. The population in this study were the Universitas Negeri Padang’s students that have a year of entry in 2018 and 2020. The sample in this study used the Slovin formula with an error rate was 10% and it produced 100 samples of students. In addition, the determination of the sample in this study was carried out by using the Proportionate Stratified Random Sampling technique. Data collection technique which was used was a questionnaire that was distributed to the respondents with its measurement by using a Likert scale. After the data obtained, it was analyzed by using simple linear regression. The result of this research showed that (1) The variable quality of academic service has a significant effect on the satisfaction of Universitas Negeri Padang’s students simultaneously with a significance value was 0,000 and the an adjusted R Square value was 0.681. Thus, the effect of the academic service quality on the students’ satisfaction at Universitas Negeri Padang was 68.1%. (2) The test result partially, tangible sub-variable, responsiveness, and empathy, it influenced significantly the students’ satisfaction.
References
Alam, I. A., & Santika, S. (2021). Pengaruh Kualitas Pelayanan Akademik Terhadap Kepuasan Mahasiswa. 36(2), 22–32.
Assyahri, W., & Frinaldi, A. (2021). Work Culture of Digital Governance Impacting on Citizen Happiness Obtained by Department of Population and Civil Registration of Pariaman City. Proceedings of the 1st Tidar International Conference on Advancing Local Wisdom Towards Global Megatrends, TIC 2020, 21-22 October 2020, Magelang, Jawa Tengah, Indonesia, 580–593. Magelang: European Alliance for Innovation. https://doi.org/10.4108/eai.21-10-2020.2311930
Assyahri, W., Lanin, D., & Saputra, B. (2021). The External Role of Public Managers in Improving the Quality of Community Services through Delivery to Mentawai Ethnic. Proceedings of the 1st Tidar International Conference on Advancing Local Wisdom Towards Global Megatrends, TIC 2020, 21-22 October 2020, Magelang, Jawa Tengah, Indonesia, 570–579. Magelang: European Alliance for Innovation. https://doi.org/10.4108/eai.21-10-2020.2311929
Berry, L. L., & Parasuraman, A. (2004). Marketing services: Competing through quality. Simon and Schuster.
Bila, A., & Assyahri, W. (2023). Professionalism And Timeliness In Public Service Management at Class II Immigration Office of Agam. JESS (Journal of Education on Social Science), 07(01), 64–73.
Darmawati, T. (2019). Pengaruh Pelayanan terhadap Kepuasan Mahasiswa pada Program Studi Manajemen Fakultas Ekonomi Universitas PGRI Palembang Tahun Akademik 2014/2015. Jurnal Media Wahana Ekonomika, 12(1).
Heriyanto. (2017). Pengaruh Pelayanan dan Fasilitas terhadap Kepuasan Mahasiswa Sekolah Tinggi Agama Buddha Negeri Sriwijaya Tangeran Banten. Jurnal Vijjacariya, 4(1).
Kotler, P., Keller, K. L., Ang, S. H., Tan, C. T., & Leong, S. M. (2018). Marketing management: an Asian perspective. Pearson London.
Mariah, S., & Sa’ud, U. S. (2013). Pengaruh Motivasi dan Kinerja Pegawai Terhadap Kualitas Layanan Administrasi Akademik. Jurnal Adminisistrasi Pendidikan, XVII(1), 145–153.
Marthalina, M. (2018). Analisis Kualitas Pelayanan Akademik Dan Kepuasan Mahasiswa Di IPDN Kampus Jakarta. Jurnal MSDM (Manajemen Sumber Daya Manusia), 1–18.
Masyita, S. (2020). Kepuasan Mahasiswa Ditinjau dari Kualitas Pelayanan Akademik dan Non Akademik (Studi Pada Program Studi Manajemen STIEM Bongaya). Jurnal Brand, 2(1), 90. Retrieved from https://forlap.ristekdikti.go.id
Mokodompit, F., & Luneto, B. (2019). Pengaruh Persepsi dan Kualitas Pelayanan Akademik terhadap Kepuasan Mahasiswa. Al-Minhaj: Jurnal Pendidikan Islam, 2(1), 93–110. https://doi.org/10.37531/mirai.v7i3.2789
N, A., & Listihana, W. dwika. (2020). Kepuasan Akademik Mahasiswa Pada Penerapan Kualitas Pelayanan (Studi Kasus Pada Fakultas Ekonomi Universitas Lancang Kuning) Pekanbaru. Jurnal Ilmiah Ekonomi Dan Bisnis, 17(2), 160–167. https://doi.org/10.31849/jieb.v17i2.4600
Nurmazizah, I. (2018). Pengaruh Kinerja Pegawai dan Kualitas Pelayanan Administrasi Akademik terhadapKepuasan Mahasiswa (Studi Kasus di Fakultas Ekonomi dan Bisnis Islam). Skripsi. Semarang: UIN Walisongo Semarang.
Qonitha Meiriva, & Indri Rachmawati. (2022). Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan. Bandung Conference Series: Communication Management, 2(1), 1–10. https://doi.org/10.29313/bcscm.v2i1.1632
Rahareng, V. J., & Relawan, I. N. (2017). The Influence of The Academic Service Quality toward Student Satisfaction (Studies in Students of Business Administration Program, Faculty of Communication and Business, Telkom University). Jurnal Ilmu Manajemen Dan Akuntansi, 5(1), 46–55.
Risnawati, N. G., Suharso, P., & Hartanto, W. (2022). Survey Kepuasan Pelayanan Administrasi Akademik FKIP Universitas Jember (Studi Kasus pada Mahasiswa FKIP Angkatan 2016-2018 Universitas Jember). SEIKO : Journal of Management & Business, 4(3), 396–405. https://doi.org/10.37531/sejaman.vxix.3535
Rohani, R., & Rianto, H. (2017). Analisis Tingkat Kepuasan Mahasiswa Pada Pelayanan Program Studi PPKN. SOSIAL HORISON: Jurnal Pendidikan Sosial, 4(2), 178–187. Retrieved from http://dx.doi.org/10.31571/sosial.v4i2.656
Ruslan, R. (2014). Manajemen humas dan media komunikasi. Jakarta: Rajawali Pers.
Sari, V. F. (2021). Pengembangan Manajemen Sumber Daya Manusia Dalam Meningkatkan Kualitas Pelayanan Akademik. At-Tajdid : Jurnal Pendidikan Dan Pemikiran Islam, 5(01), 42. https://doi.org/10.24127/att.v5i01.1503
Shantika Martha, R. O. P. (2019). Analisis Kualitas Pelayanan Akademik Dengan Metode Servperf Dan Ipa. Bimaster : Buletin Ilmiah Matematika, Statistika Dan Terapannya, 8(1), 103–110. https://doi.org/10.26418/bbimst.v8i1.30635
Siagian, E. (2019). Pengaruh Pelayanan Akademik Yang Berkualitas Terhadap Kepuasan Sebagai Variabel Intervening Pada Mahasiswa Program Studi Magister Kesehatan Masyarakat Universitas Sari Mutiara Indonesia. Jurnal Mutiara Manajemen, 4(1), 260–272.
Sugiarto, E. (1999). Psikologi pelayanan dalam industri jasa. Gramedia Pustaka Utama.
Sundari, E., & Nugroho, G. (2023). Decisions Pengaruh Kualitas Pelayanan Akademik dan Citra Lembaga Terhadap Keputusan Pemilihan Mahasiswa. 4(2), 1344–1352.
Suroyo, S., Kurniatun, T. C., & Herningsih, H. (2022). Pengaruh Kualitas Pelayanan Akademik dan Kedisiplinan Dosen Terhadap Kepuasan dan Prestasi Belajar Taruna Politeknik Pelayaran Sorong. Edukatif : Jurnal Ilmu Pendidikan, 4(2), 2183–2201. https://doi.org/10.31004/edukatif.v4i2.2471
Teisnajaya, U. (2021). Sistem Penilaian Kepuasan Mahasiswa Terhadap Pelayanan Akademik Tingkat Fakultas Menggunakan Metode Service Quality (Servqual) Pada Fakultas Ilmu Komputer Universitas Sumatera Selatan. Jurnal Sistem Informasi (JASISFO), 2(2), 173. Retrieved from https://jurnal.polsri.ac.id/index.php/jasisfo/article/view/4439
Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016). EBOOK: Services Marketing: Integrating customer focus across the firm. McGraw Hill.
Copyright (c) 2023 Jurnal Manajemen dan Ilmu Administrasi Publik (JMIAP)
This work is licensed under a Creative Commons Attribution 4.0 International License.
