ANALISIS KEPUASAN MAHASISWA TERHADAP LAYANAN ADMINISTRASI PROGRAM STUDI: STUDI KASUS PROGRAM STUDI MANAJEMEN PERTANIAN LAHAN KERING

Esra  Rombeallo; Risky  Meyranti; Deborah  Tirtania Chrisna Pake Seko

doi:10.51878/learning.v6i2.9804

Authors

Esra Rombeallo Politeknik Pertanian Negeri Kupang
Risky Meyranti Politeknik Pertanian Negeri Kupang
Deborah Tirtania Chrisna Pake Seko Politeknik Pertanian Negeri Kupang

DOI:

https://doi.org/10.51878/learning.v6i2.9804

Keywords:

kepuasan mahasiswa, layanan administrasi, SERVQUAL

Abstract

Administrative service quality is a strategic component supporting the success of higher education. This study aims to analyze student satisfaction levels with administrative services at Dryland Agricultural Management Study Program, using a descriptive quantitative approach based on the SERVQUAL model. The data were collected through a structured 5-point Likert scale questionnaire, involving 32 active students as respondents, using total sampling. The instrument consisted of 10 items covering dimensions of service speed, ease of information access, staff friendliness, staff dedication, timeliness, ease of meeting staff, waiting duration, complaint handling, service consistency, and overall satisfaction. The overall mean satisfaction score was 4.42 out of 5 (Satisfied category). The highest aspects were staff dedication (M = 4.59) and staff friendliness (M = 4.53), both are in the Very Satisfied category, while the lowest were waiting duration satisfaction and complaint handling (M = 4.28). A total of 88.75% of all ratings fell in the Satisfied and Very Satisfied categories. These findings indicate that MPLK administrative services generally meet students’ expectations although improvement opportunities remain in the responsiveness dimension, particularly queue management and complaint handling mechanisms.

ABSTRAK
Kualitas layanan administrasi merupakan komponen strategis dalam mendukung keberhasilan penyelenggaraan pendidikan tinggi. Penelitian ini bertujuan menganalisis tingkat kepuasan mahasiswa terhadap layanan administrasi Program Studi Manajemen Pertanian Lahan Kering (MPLK) menggunakan pendekatan kuantitatif deskriptif berbasis model SERVQUAL. Pengumpulan data dilakukan melalui kuesioner terstruktur berskala Likert 5 poin yang melibatkan 32 mahasiswa aktif sebagai responden dengan metode total sampling. Instrumen terdiri dari 10 butir pertanyaan yang mencakup dimensi kecepatan pelayanan, kemudahan akses informasi, keramahan staf, kesungguhan staf, ketepatan waktu, kemudahan bertemu staf, waktu tunggu, penanganan keluhan, konsistensi layanan, dan kepuasan keseluruhan. Hasil analisis menunjukkan rata-rata keseluruhan kepuasan mahasiswa sebesar 4,42 dari skala 5 (kategori Puas). Aspek tertinggi adalah kesungguhan staf (M = 4,59) dan keramahan staf (M = 4,53), keduanya berkategori Sangat Puas. Aspek dengan nilai terendah adalah kepuasan terhadap waktu tunggu dan penanganan keluhan (M = 4,28). Sebesar 88,75% dari total penilaian berada pada kategori Puas dan Sangat Puas. Temuan ini mengindikasikan layanan administrasi Program Studi MPLK secara umum telah memenuhi ekspektasi mahasiswa, namun masih terdapat ruang perbaikan pada dimensi responsivitas, khususnya manajemen antrian dan mekanisme penanganan keluhan.

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