ANALYSIS OF THE QUALITY OF ACADEMIC ADMINISTRATIVE SERVICES ON STUDENT SATISFACTION OF STIE BENTARA PERSADA

Abstract

This research examines the quality of services provided by the Sekolah Tinggi Ilmu Ekonomi Bentara Persada (STIE BP) and its influence on the level of student satisfaction with the Academic Administration Bureau services. This research was conducted to determine the influence of reliability, responsiveness, sincerity and tangibility on student satisfaction. This research includes causal-comparative research, namely research to test one variable influencing another variable. Data collection was carried out using a questionnaire distributed to all 73 active STIE BP students. The data analysis technique used is multiple regression analysis, by looking at the t-test and f-test. The results of this study conclude that there is a positive and significant influence of reliability on student satisfaction, there is no positive and significant influence of responsiveness on student satisfaction, there is no positive and significant influence of sincerity (empathy) on student satisfaction, there is a positive and Tangibility has a significant impact on student satisfaction. Simultaneously, the four variables have a positive and significant effect on student satisfaction, with a coefficient of determination (r2) of 0.432 meaning, the four independent variables influence the student satisfaction variable by 43.2%, while the remainder (56.8%) is influenced by other variables not examined in this research.