Abstract
This study aims to analyze the influence of the quality of academic service to the satisfaction student regional office of Universitas Terbuka (UPBJJ-UT) Pangkalpinang. The research method used is survey method. Type of research that is verification and descriptive. Data collection conducted through interviews and distribution of questionnaires. Multiple linear regression test obtained Y = 0,629 + 0,237X1 + 0,224X2 + 0,366X3 + 0,254X4 + 0,506X5 + E, multiple correlation test obtained (R) 0,919 and determination coefficient (R2) 84,5% and the rest (E) 15,5% influenced by other factors that are not examined the author. The value of F- count is greater than F-table (101,049>2,31), so it is stated that there is the significant hypothesis. It can be concluded that the quality of service simultaneously has a positive and significant effect on student satisfaction. Partially tangibles, empathy, reliability, responsiveness, assurance have the positive and significant effect on student's satisfaction at UPBJJ-UT Pangkalpinang.
Highlights
Service is one element that is very important for the company's activities
Sample requirements in this study are active students and at least in the second semester and actively follow the implementation of the Facial Tap Tutorial (TTM) held. This causes that the student has felt the question instrument of variable quality of academic service provided by UPBJJ-UT Pangkalpinang
Based on the results and discussion above, it is concluded that the influence of service quality consisting of Tangible, Empathy, Reliability, Responsiveness (Responsiveness), and Assurance (Collateral) Simultaneously positively and significantly influence Student Satisfaction of UPBJJ-UT Pangkalpinang Bidikmisi Scholarship
Summary
Service is one element that is very important for the company's activities. Success or failure in business and continuity of business activity is very dependent on how the ways and forms of service provided to customers. Excellent service will make consumers feel at home and become loyal customers (Rahareng and Volunteers, 2017). Creation of excellent quality of service is the primary force to be able to display the company to its customers. The education institution in its operational form must create customer satisfaction through the improvement of service quality which is oriented towards student satisfaction (Sultan and Wong, 2012). Students are more selective in using academic services (Astuti et al, 2014)
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