ANALISIS KUALITAS PELAYANAN PADA BAGIAN ADMINISTRASI FAKULTAS EKONOMI UNDIP

Abstract

Administration services for students at Economic Faculty of Diponegoro
University play an important role to support learning processes. The bigger
demand of students for the services is a consequence that faculty management
has to respond in accordance with its function as a public institution in educational
sector. This phenomena need to be studied how far are the services which
have been performed in administration section. The purpose of this research is
to know and to analyze between TQE and service quality variables, between
service quality and students satisfaction variables, and between TQE and
students satisfaction trough the service quality variables given in administration
section. Population is taken from Diploma III Program; S1 Regular, and S1
Extension students, year 2000/2001 with the total sample is 90 respondents.
This research used quantitative method. To process the data, the writer used
SPSS program and used regression analysis with T-test and F-test to analyze
them. In addition, to know the relation among the variables, the writer used
cross tab analysis. The result of regression and cross tab analysis shows that
there is a relation between total quality education and service quality variables,
between service quality and students satisfaction variables, and between TQE
and students satisfaction trough the given service quality variables. The result
of statistical analysis shows that administrational service quality at Economic
Faculty of Diponegoro University is not good (57,8 % respondents). To meet
students satisfaction of administration service given by the employees, it is
necessary to raise an application of TQE optimally and service quality.