Universities Academic Service Quality to Student Satisfaction
Kardoyo, Lola Kurnia Pitaloka, Bayu Bagas Hapsoro
Universitas Negeri Semarang
Abstract
Humans continued to evolve towards a better direction. The evolution has been accompanied by increasing standard of human life. An increase in the standard of living humans, the subsistence no longer limited to physiological needs. But there are also some other need is also felt. Education is very important for people in the current era because education is one measure of the success rate for someone to show who he is. Because it has become very important, educational needed not only in the basic education but also have reached the stage of higher education. The human need for higher education is increasing, making the number of high education that stand in the present century. High educations are so many stands resulted in intense competition among them. High education is like a business that attracted many entrepreneurs because of the number of consumers in need. Every year, consumers will be college will certainly increase in numbers. High education business offering services in the field of education where the main focus on the service business that runs in the services sector. A high competition in getting the students, make high education should clean themselves quickly in order not to lose from other universities. This is not only done by private universities, even public universities are also doing it. Because the students are no longer concerned about public universities, even private universities also attract students because it is the same as the state universities. This study used the exploratory methods that are to create a picture of the situation or phenomenon. This study used primary data through questionnaire method for the collection of data. The questionnaire used is covered by the assessment questionnaires using Likert scale and limit only five answers. The data analysis technique used is SEM PLS processing using 6.0 WarpPLS assistance. The purpose of using these techniques is to develop a theory for the prediction of interest with respect to the factors of service quality. The populations in this research were all students active in the Faculty of Economics, Universitas Negeri Semarang, batches 2015 to 2018. The population in this study is 3,596 students including students in department of Economics Education, Accounting, Management and Economic Development. The samples in this study using a stratified random sampling. Random sampling and stratified to be more fair. Because it will take students from all department and all batch. Determination of the number of samples used Slovin formula. From the calculation, the number of samples obtained for this research were 360 students who will be divided equally to the four batches and all the majors. This study answered four hypotheses that have been formulated and are accepted. The quality of academic services have a considerable influence on student satisfaction and confidence variables into a partial intervening variables in this study due to the variable X has been able to influence the variable Y without having given intermediary other variables. But in this study revealed some indicators that can not be used, because it is not significant to the situation of students in Indonesia that the openness indicator for trust variable and product-related information for student satisfaction variable. Everything related to the disclosure of relevant information is not nature applied to students in Indonesia for Indonesian students tend not concerned explanations related information service so that it can not impact on student satisfaction. Because they can not exert their influence, both indicators should be abolished in order dapate increase the value of significance.
Keywords: Service Quality, Student Satisfaction, Universities, trust, Academic
Topic: Management