Proceedings of the 4th Asia Pacific Management Research Conference (APMRC 2022)

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Student Satisfaction Analysis of Academic Service Quality at STMIK Rosma Using Service Quality Framework

Authors
Lila Setiyani1, *, Darmansyah1, Karya Suhada1, Yudiana1, Evelyn Tjandra1
1Sekolah Tinggi Manajemen Informasi dan Komputer (STMIK) Rosma, Karawang, Indonesia
*Corresponding author. Email: lila.setiyani@dosen.rosma.ac.id
Corresponding Author
Lila Setiyani
Available Online 12 December 2022.
DOI
10.2991/978-94-6463-076-3_36How to use a DOI?
Keywords
Academic; Student Satisfaction; Service Quality; SmartPLS 3
Abstract

STMIK Rosma must continually improve the quality of the best service so that students who are academic community members are not disappointed with the existing services, especially in the academic field. This study aims to measure student satisfaction and improve service if the service provided is not good, and further improve service if Satisfaction is good. This study measures student satisfaction with the existing academic services at STMIK Rosma. This study uses the method of service quality (tangible, empathy, reliability responsiveness, and assurance) that affect the dependent variable, namely student satisfaction. The population in this study were students from all study programs at STMIK Rosma. The sampling technique used in this study was a purposive sampling approach. The students were STMIK Rosma. This study indicates that the second hypothesis, namely Empathy (EP), positively affects Student Satisfaction. The 5th hypothesis, namely Assurance (AS), positively affects Student Satisfaction in the academic section of STMIK Rosma. It is declared significant because it has an at-statistic value > 1.96 with a p-value < 0.05.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 4th Asia Pacific Management Research Conference (APMRC 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
12 December 2022
ISBN
978-94-6463-076-3
ISSN
2352-5428
DOI
10.2991/978-94-6463-076-3_36How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Lila Setiyani
AU  - Darmansyah
AU  - Karya Suhada
AU  - Yudiana
AU  - Evelyn Tjandra
PY  - 2022
DA  - 2022/12/12
TI  - Student Satisfaction Analysis of Academic Service Quality at STMIK Rosma Using Service Quality Framework
BT  - Proceedings of the 4th Asia Pacific Management Research Conference (APMRC 2022)
PB  - Atlantis Press
SP  - 466
EP  - 476
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-076-3_36
DO  - 10.2991/978-94-6463-076-3_36
ID  - Setiyani2022
ER  -