The Relationship Between Service Quality and Student Satisfaction in the Process of Submitting Letters to the Directorate of Academic Affairs at Padang State University

Hubungan Antara Kualitas Pelayanan dengan Kepuasan Mahasiswa dalam Proses Pengajuan Surat ke Direktorat Akademik Universitas Negeri Padang.

Abstrak

This study aims to examine the relationship between service quality and student satisfaction at the Directorate of Academic Affairs of Universitas Negeri Padang, and to assess the extent of this relationship. This research is a correlational study, with a population of 52,959 students at Universitas Negeri Padang. The sample size in this study is 100 students, selected using purposive sampling technique. The research instrument used is a Likert scale questionnaire that has been tested for validity and reliability. Descriptive analysis was first conducted by calculating the mean, median, mode, and standard deviation. Subsequently, normality tests, linearity tests, hypothesis testing, and significance testing of the relationship between variables were conducted using the t-test formula. The results of the data analysis show that there is a relationship between service quality and student satisfaction in the process of submitting letters to the Directorate of Academic Affairs of Universitas Negeri Padang, with a correlation coefficient of 0.821. Thus, the t-test confirms that there is a significant relationship between service quality and student satisfaction.