Analisis Kepuasan Mahasiswa terhadap Layanan Administrasi dan Akademik di Sekolah Tinggi Agama Islam Kupang

Ezra Tari, Martin Ch. Liufeto, Lanny I.D Koroh

Abstract


Penulisan paper ini berupaya menemukan pelayanan admisnistrasi akademik kampus yang masih pada tataran cukup. Administrasi akademik memegang peranan dalam meniningkatkan penatalayanan kampus. Pelayanan administrasi yang baik akan memberi kepuasan yang maksimal. Kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan konsumen, dan kepuasan mahasiswa berpengaruh positif dan signifikan terhadap loyalitas mahasiswa. Pendekatan pelayanan yang dimaksud adalah sikap terhadap pekerjaan dan tanggung jawab yang diberikan. Tujuan penelitian ini adalah untuk menjawab tantangan penatalayanan kampus terhadap mahasiswa. Penelitian ini menggunakan metode kuantitatif dengan menggunakan pendekatan survei. Pengumpulan data dilakukan dengan menobservasi perilaku kerja, dan telaah dokumen. Penelitian ini menemukan hal-hal sebagai berikut: 1) Aspek tangible ditemukan pada kategori sangat memuaskan dan memuaskan. 2) Aspek Realibility ditemukan pada kategori memuaskan. 3) Aspek Responsive ditemukan pada kategori sangat memuskan dan memuaskan. 4. Pada aspek Assurance ketidakpuasan ditemukan pada ketersediaan asrama mahasiswa sedangkan pada aspek lain sangat memuaskan. 5) Pada aspek empati, mahasiswa puas terhadap layanan administrasi

Keywords


Administration, Academic, Satisfaction, Service.

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References


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DOI: https://doi.org/10.31004/edukatif.v4i3.2585

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