Pengaruh Pelayanan Staff Bagian Pendaftaran Terhadap Kepuasan Mahasiswa

Rouna Paoki

Abstract


These studied was conducted due to student complaints related to the quality services provided by registrar staff which were unsatisfactory.  The study intended to examine the quality services provided by Universitas Klabat registrar staff in connection with student satisfaction.  The purpose of this study was to derive student perception towards service quality of Registrar Office staff which covered assurance, reliability, responsiveness, empathy and tangible. This descriptive study utilized primary data through questionnaire survey administered to 182 students who were taking Office Computer Application second semester of 2018/2019 school year.  The data were analyzed and interpreted using statistical analysis.  Mean is used to answer the research question about the service qualities of registrar staff, it was analyzed using Frequency.   Meanwhile, to answer the third problem statement, the data were being analyzed using Multiple Regression.  The result showed: (1) the level of service quality of registrar staff is mostly in high category (72.5%), the average is (14.8%) and very high (12.6%), not in the very low and low categories. Overall average value for service quality is 3.97, which is classified as high category (2) student satisfaction of registrar staff quality services are largely in the very satisfied category (66.5%), there are still students who are very dissatisfied with the quality of registrar staff services, even though the percentage is only 4.4%.  Moreover, the registrar office staf service influences student satisfaction, especially on reliability, responsiveness, and empathy factors.  Nevertheless, tangible and assurance aspects have no influence on student satisfaction.  The researcher recommends that registrar office staff service quality especially on tangible and assurance aspects need to be improved based on the result of the study, while reliability, responsiveness and empathy aspects need to be maintained.  For future study, it is recommended to conduct the research on Service Quality with broader respondents.

 

Keywords:  satisfaction; tangible; reliability; responsiveness; assurance; and empathy.


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