PENGARUH KUALITAS PELAYANAN KINERJA PEGAWAI ADMINISTRASI AKADEMIK TERHADAP KEPUASAN MAHASISWA FAKULTAS EKONOMIKA DAN BISNIS UNIVERSITAS DIPONEGORO

Abstract

The growing pattern of education is so fast and turns taht led to competiton in the field of education. Especially at college. One strategy that made that education institution to maintain or increase student satisfaction to provide a quality service. By the providing the optimal service quality, it is expected to meet the expectations of the students able to win the competition. The research was conducted at the Faculty of Economics and Business Diponegoro University Semarang. This study aims to determine the effect of service Quality Variables. Tangible/ Physical evidence, Reliability/Durability, Responsiveness, Assurance, Empathy towards Student’s satisfaction part of Economics anf Business Diponegoro University. In this studydata were collected by using questionnaire to 98 respondents. Which aim to determine the response of the respondents to each variable. The test data which is used include vaalidity test, reliability test, classic assumption test (multicollinearity, normality, heteroscedasticity), multiple linear regression, goodness of fit ( F test, t test, the coeficient of determination). From the result that using the regression analysis, showed that the variables of Physical evidence/ tangible, Reliability/ Durability, Responsiveness, Assurance, Empathy, all have positive and significant of studen satisfactionin service quality of Academic Administration part Faculty of Economics and Business Diponegoro University. With the influence of 50,6% while 49,4% are influence by other variables