Analysis of the Relationship Between Service Quality and Student Satisfaction

Abstract

This study aims to understand the relationship between service quality and student satisfaction at Universitas Komputer Indonesia. In addition, the results of this research should provide a general picture of how well students have received high-quality services, both from academic aspects, such as the quality or capabilities of academic staff and lecturers in delivering services, and from non-academic aspects, such as academic infrastructure and trust in Universitas Komputer Indonesia. The sampling approach employed in this study, which combines multiple regression analysis techniques with descriptive quantitative analysis, and a sample size of 56 students enrolled at Universitas Komputer Indonesia. The results of this study show that there is a strong relationship between service quality and student satisfaction at Universitas Komputer Indonesia. Students of Universitas Komputer Indonesia believe that the tangible and assurance aspects provided truly meet their expectations, which makes them satisfied with what they have received. In terms of tangible, they believe that strategically located and easily accessible campus, the availability of adequate parking spaces, professional appearance of administrative staff, professional appearance of lecturer, comfortable lecture rooms with supporting technology, the quality and speed of the campus Wi-Fi network, and then cleanliness and availability of toilets and public facilities contribute to their satisfaction.