The Influence of Quality Academic Service on Student Satisfaction (Empiric Study on Bidikmisi Scholarship Students Regional Office of Universitas Terbuka at Pangkalpinang, Indonesia)

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.

Improving Academic Skills on Freshmen Student Performance in Mastering Learning Skills

“…However, the changes from small marks of learning skills to higher marks will take long period of time and hard work effort from both parties, i.e. students and lecturers (Burhanuddin et al, 2016;Purnastuti & Izzaty, 2016;Wahyuningsih, 2016;Yusuf, 2018). Example can be seen from evaluation of reading test concerning knowledge of the materials (Figure 9).…”

“…Not only campus atmosphere is, but living circumstances are also determining student capacity and performances. Campus atmosphere means those with related to academic including and limited to sciences and technological activities determining student attitude and performances (Astuti et al, 2016;Yusuf, 2018). Activities with related to it are teaching, tutor/bridging program, self-study, academic facilities, lecturer coaching/advisory.…”

“…Good performance of the students can be seen from its GPA and other academic activities such as writing skills, presenting skill, communication skill, etc. (Aliyyah et al, 2019;Astuti et al, 2016;Hendrayana et al, 2014;Saifudin, 2017;Wasahua, 2018;Wibowo & Lestari, 2019;Yusuf, 2018). A program being considered can help students to adjust to university learning system is by introducing students with learning skill capacities.…”

Academic Service Quality (ASQ) Before and During Pandemic Covid-19 by Students and Lecturers

“…The created academic satisfaction can increase students' loyalty as consumers of an educational institution. Various studies on ASQ (Manik & Sidharta, 2017;Muzakki & Tarigan, 2020;Rahareng & Volunteer, 2017;Yusuf, 2018) have concluded that ASQ has a very strong influence on student satisfaction. If the received or perceived service is as good as expected service, then the service quality is perceived as good and satisfying.…”

Apakah Produk Beasiswa Bidikmisi dapat Memutus Mata Rantai Kemiskinan di Indonesia?

“…Program yang sedang berjalan ini menunjukan hasil positif sebagaimana hasil belajar mahasiswa yang baik dan aktif dalam berbagai kegiatan ko dan ekstra kurikuler (Edison 2016), 2) Burhanuddin TR dan Mamas Kasmad, yang menyatakan bahwa tidak ada perbedaan signifikan antara mahasiswa yang tidak mendapatkan beasiswa dengan mahasiswa penerima beasiswa Bidikmisi dalam hal mendapatkan prestasi akademik pada mata kuliah Pendidikan Islam (Kasmad 2016), 3) Yusuf, yang menyatakan bahwa kualitas layanan secara simultan memiliki pengaruh positif dan signifikan terhadap kepuasan mahasiswa penerima beasiswa Bidikmisi. Bukti fisik, empati, reliabilitas, daya tanggap, jaminan memiliki pengaruh positif dan signifikan terhadap kepuasan mahasiswa di UPBJJ-UT Pangkalpinang (Yusuf 2018), 4) Tahir Wasahua, Yonnu, Koesmaryono dan Illah Sailah, yang menyatakan bahwa karakteristik intrinsik untuk tahun masuk program Bidikmisi, jenis kelamin, usia, asal sekolah, asal daerah, latar belakang pendidikan orang tua dan pendapatan orang tua secara parsial tidak berpengaruh signifikan terhadap sikap dan perilaku siswa. Namun, pekerjaan orang tua memberi dampak nyata terhadap sikap dan perilaku siswa.…”