INDEKS KEPUASAN MAHASISWA TERHADAP LAYANAN ADMINISTRASI JURUSAN

Abstract

Student satisfaction with the services provided by higher education institutions is the main goal that must always be pursued. The purpose of this study is to determine the student satisfaction index to the department’s administrative services. This study used a descriptive quantitative approach, with a survey method. The population in this study were students of the AP FIP UM Department with a total sample of 186 students. The instrument used is a closed questionnaire. The variable in this research is student satisfaction which is analyzed by descriptive satisfaction index. Based on the results of the analysis of the student satisfaction index on the department’s administrative services, (1) in total it is in the very high satisfaction zone; (2) aspects of tangibles are in the zone of high satisfaction, while aspects of reliability, responsiveness, assurance and empathy are in the zone of very high satisfaction; and (3) Class of 2020 has the highest satisfaction index, followed by class of 2019, 2017 and the lowest is 2018.