THE QUALITY OF ADMINISTRATIVE SERVICES TOWARDS STUDENT SATISFACTION AT THE FIP OF PUANGRIMAGGALATUNG UNIVERSITY
DOI:
https://doi.org/10.24252/idaarah.v10i1.67344Keywords:
Service Quality, Administrative Services, Service SatisfactionAbstract
This study aims to examine and analyze the quality of administrative services towards student satisfaction and to analyze and describe the obstacles faced in the implementation of administrative services towards student satisfaction at the Faculty of Education, Puangrimaggalatung University. This study uses a qualitative descriptive research type, located at the Faculty of Education, Puangrimaggalatung University, Wajo Regency. The informants of this study consisted of 15 people consisting of the Dean of FIP, Head of Educational Administration Study Program, Head of Biology Education Study Program, Head of Indonesian Language Education Study Program, Faculty Operators, Faculty Staff, and 3 students from each study program. The informant determination technique used purposive sampling. Data collection techniques consisted of questionnaires, interviews, and documentation. The researcher's data sources consisted of primary data and secondary data. The results of the study indicate that in general the administrative services at the Faculty of Education have run quite well and are able to provide a level of satisfaction for students. However, there are still several obstacles in the implementation of administrative services that need attention and improvement so that the quality of service can continue to be improved. Obstacles that are often encountered in administrative services include: limited number of administrative staff, some administrative systems are still manual, lack of use of information technology in administrative services, high number of students who need services at the same time, network connections that are often unstable, incomplete documents, physical facilities such as lack of seating in the waiting room are also obstacles. The implication of this research is the need to improve the quality of administrative services by adding administrative staff, optimizing information technology, improving service systems, and providing adequate supporting facilities to increase student satisfaction in a sustainable manner.
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