The Influence of the Dimensions of Educational Personnel Service Quality on Student Satisfaction Faculty of Mathematics and Natural Sciences, Yogyakarta State University
DOI:
https://doi.org/10.61806/al-tatawur.v4i1.112Keywords:
Assurance, Empathy, Quality of Service, Satisfaction, StudentsAbstract
This research aims to explore and analyze the influence of the service quality dimensions of educational staff on student satisfaction at the Faculty of Mathematics and Natural Sciences (FMIPA) Yogyakarta State University. The quality of services provided by educational staff is a crucial factor that can affect students' perceptions and experiences during their higher education journey. This study focuses on five dimensions of service quality, including reliability, responsiveness, assurance, empathy, and tangibles, which are believed to have an impact on student satisfaction. The research method used is quantitative with a survey approach. Primary data was collected through questionnaires distributed to 100 students from the 2021 cohort enrolled at FMIPA Yogyakarta State University. Respondents were selected randomly using stratified random sampling techniques to ensure adequate representation from various study programs within FMIPA. The questionnaire used was validated and tested for reliability and validity. Data analysis was conducted using multiple linear regression to identify the influence of each service quality dimension on student satisfaction. The results of the study indicate that these dimensions have a significant influence on student satisfaction, with empathy and assurance dimensions contributing the most. These findings have important implications for improving the quality of services provided by educational staff to enhance student satisfaction at FMIPA Yogyakarta State University. The study's findings show that the service quality dimensions of tangibles, reliability, responsiveness, assurance, and empathy positively and significantly influence student satisfaction. The tangible dimension of service quality contributed 6.6% to student satisfaction, the reliability dimension 8.5%, the responsiveness dimension 9.4%, the assurance dimension 16.2%, and the empathy dimension 8.5%.
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