Pengaruh Kualitas Pelayanan Akademik Terhadap Kepuasan Mahasiswa Administrasi Niaga

Abstract

Academic service quality is a critical determinant of student satisfaction that directly influences institutional reputation and sustainability. However, the Business Administration Department at Bandung State Polytechnic faces several challenges, including slow service delivery, limited staff responsiveness, non-transparent administrative procedures, and recurring online system failures that contribute to student dissatisfaction. This study aims to analyze the magnitude of the effect of academic service quality on student satisfaction. A quantitative survey method was employed involving 100 active students selected through simple random sampling. Data were collected using a Likert-scale questionnaire and analyzed through validity tests, reliability tests, normality tests, simple linear regression, t-tests, and the coefficient of determination using SPSS. The results confirm a positive and significant effect of academic service quality on student satisfaction, producing the regression equation Y = 4.228 + 0.745X with a significance value of 0.000 < 0.05. The coefficient of determination of 66.6% reflects a dominant contribution, while the remaining 33.4% is attributed to external factors such as lecturer competence, campus facilities, and curriculum relevance. Continuous improvement across the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is strongly recommended to sustainably maximize student satisfaction.