The Relationship Between the Service Quality of Administrative Staff and Student Satisfaction at the Faculty of Education, Universitas Negeri Padang

Hubungan Kualitas Pelayanan Petugas Administrasi dengan Kepuasan Mahasiswa Fakultas Ilmu Pendidikan, Universitas Negeri Padang

Abstract

This research was motivated by a phenomenon indicating that students continue to express complaints regarding the quality of administrative staff services. This is suspected to be due to the service quality not meeting student expectations. The purpose of this study is to analyze the relationship between the quality of administrative staff services and student satisfaction at the Faculty of Education, Universitas Negeri Padang.

This research employed a quantitative correlational approach. The study population included all active students of the Faculty of Education at Universitas Negeri Padang for the 2022 academic year, totaling 1,271 students. The sample was determined using the Slovin formula with a 10% margin of error, resulting in a sample size of 93 students. The research instrument used was a Likert scale questionnaire with five response options, which had been tested for validity and reliability. Descriptive analysis was conducted to calculate the mean, median, mode, and standard deviation. Further analysis included a normality test (with a result of 0.200 > 0.05), a linearity test (Fcount = 1.521 < Ftable = 3.94), and a hypothesis test using the t-test formula to examine the significance of the correlation between variables.

The data analysis results showed that: 1) Student satisfaction was interpreted as high, at 85%; 2) The quality of administrative staff services was interpreted as good, at 84%; and 3) There was a significant relationship between the two variables, with a correlation coefficient of 0.438 and a t-test result of 5.170. Based on these findings, it can be concluded that the quality of administrative staff services is one of the factors influencing student satisfaction at the Faculty of Education, Universitas Negeri Padang