The Impact Of Academic Administration Service Quality Levels On Student Satisfaction At Politeknik Gihon Pematangsiantar
DOI:
https://doi.org/10.30865/jurikom.v15i5.10208Keywords:
Academic Administration, Service, Satisfaction, Student, QualityAbstract
Academic administration services support students through course registration, access to grade records, and the processing of academic documents. This study examines the association between academic administration service quality and student satisfaction at Politeknik Gihon Pematangsiantar and discusses its implications for academic information systems. A quantitative, cross-sectional observational design was used, with a census covering all 65 students. Data were collected using a closed-ended Likert-type questionnaire comprising 10 service-quality items and six satisfaction items. The analysis included item-validity assessment, internal-consistency reliability, simple linear regression, a coefficient t-test, and the coefficient of determination. All 16 items exceeded the reported validity threshold of 0.2441. Cronbach’s alpha values were 0.841 for service quality and 0.811 for student satisfaction. The regression equation was Y = 2.234 + 0.534X, with t = 11.859 and p < 0.001, indicating a statistically significant positive association. The model reported R = 0.831 and R² = 0.691, meaning that service quality explained 69.1% of the observed variance in satisfaction, while 30.9% remained unexplained. These findings do not establish causality because the study used cross-sectional, self-reported data from a single institution. Verification of the remaining residual diagnostics is also required. The findings inform candidate priorities for academic information systems, including online registration, access to academic records, document-request tracking, and consistent service information. These priorities are recommendations for future development and evaluation; no administration application was developed or evaluated in this study.
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