Student Satisfaction Analysis of Academic Service Quality at STMIK Rosma Using Service Quality Framework

Lila Setiyani (), Darmansyah, Karya Suhada, Yudiana and Evelyn Tjandra
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Lila Setiyani: Sekolah Tinggi Manajemen Informasi dan Komputer (STMIK) Rosma
Darmansyah: Sekolah Tinggi Manajemen Informasi dan Komputer (STMIK) Rosma
Karya Suhada: Sekolah Tinggi Manajemen Informasi dan Komputer (STMIK) Rosma
Yudiana: Sekolah Tinggi Manajemen Informasi dan Komputer (STMIK) Rosma
Evelyn Tjandra: Sekolah Tinggi Manajemen Informasi dan Komputer (STMIK) Rosma

A chapter in Proceedings of the 4th Asia Pacific Management Research Conference (APMRC 2022), 2023, pp 466-476 from Springer

Abstract: Abstract STMIK Rosma must continually improve the quality of the best service so that students who are academic community members are not disappointed with the existing services, especially in the academic field. This study aims to measure student satisfaction and improve service if the service provided is not good, and further improve service if Satisfaction is good. This study measures student satisfaction with the existing academic services at STMIK Rosma. This study uses the method of service quality (tangible, empathy, reliability responsiveness, and assurance) that affect the dependent variable, namely student satisfaction. The population in this study were students from all study programs at STMIK Rosma. The sampling technique used in this study was a purposive sampling approach. The students were STMIK Rosma. This study indicates that the second hypothesis, namely Empathy (EP), positively affects Student Satisfaction. The 5th hypothesis, namely Assurance (AS), positively affects Student Satisfaction in the academic section of STMIK Rosma. It is declared significant because it has an at-statistic value > 1.96 with a p-value

Keywords: Academic; Student Satisfaction; Service Quality; SmartPLS 3 (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-076-3_36

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