ANALISIS KUALITAS PELAYANAN AKADEMIK DAN KEPUASAN MAHASISWA DI IPDN KAMPUS JAKARTA

AbstractHigher Education is an educational institution that is required to provide the best servicein accordance with the needs and desires of the students. One of the quality of educationcan be seen from the quality of teaching staff and education in providing academic services.With the quality of education and good educational services, student satisfactionis achieved. In fact, universities still have some problems that cause dissatisfaction forstudents. This problem rests on aspects of academic administration services as well asfacilities and infrastructure that are deemed not yet fully adequate.Academic service problems that are often faced by students include unclear trusteeshipschedules, inconsistent lecture schedules, busy lecturer lectures, late announcement ofexam scores, lack of transparency in the value of lectures, and difficulty in contactingcertain lecturers in conducting thesis preparation guidance. Based on the descriptionabove, it is necessary to conduct research on the quality of education services in an effortto increase student satisfaction in higher education.This type of research is descriptive with a quantitative approach with a research locusin the Human Resource Management Study Program, Faculty of Government Management,IPDN Jakarta Campus. The research was conducted using a survey method withthe population of respondents was students (Wasana Praja) class XXV totaling 36 people.The technique used is a nonprobability sampling technique with sampling purposivesampling. Data collection techniques using questionnaires and documentation. The resultsof the research show that the dimensions of Reliability and Responsiveness obtainthe lowest percentage value (71.35%), followed by Assurance dimensions of 73.13%,and Emphaty of 73.74%, while the highest score is Tangible dimension of 81.25%.Keywords: service, satisfactio