1. The Effect of Office Administration Staffs Services Towards Student’s Satisfaction in Universitas Klabat
Presented by rouna paoki
Akademi sekretari manajemen indonesia klabat (ASMI Klabat)
2017

2. September 20, 2019
Introduction
Universitas Klabat is one of the institutions of private universities in North Sulawesi, Manado with the number of students in the first semester, academic year students (Moedjahedy, 2016). With the number of students, the management of education must be balanced with the provision of good service, following the academic rules that have been established as the basic in order to be implemented by all academic community namely administrative staff, lecturers, students and management of this institution. In order to balance the academic rules and the vision, there is a strong commitment from the students, lecturers, administrative and management staff to implement and evaluate their activities so that the goals can be achieved in accordance with the vision and mission of educational institutions.
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Template Power Point Universitas Klabat

3. Theory
Based SERQUAL theory (cited in Suparman, 2012) stated that which says that the physical evidence from an educational institution service includes the office facility like buildings, rooms, environment, lecturer’s performance, administration staffs, communication tools like the providence of internet, interesting websites and another media in emergency moments, service like Facebook, or other physical or virtual media. It means that without putting attention to tangible aspects, the students already feel satisfied.
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Template Power Point Universitas Klabat

4. September 20, 2019
Research Questions
The research questions of this study are: 1. To what extent is the quality of administrative office personnel services? 2. To what extent is the students’ satisfaction? 3. Is there a significant effect of service quality based on the tangible aspects of administrative office personnel on student satisfaction 4. Is there any significant effect of service quality based on the tangible aspects of administrative office personnel and student satisfaction? 5. Is there any significant effect on the quality of service based on the responsiveness aspects of the office administration personnel and student satisfaction? 6. Is there any significant effect on the quality of service based on the aspect of the assurance of the administrative personnel of the office and student satisfaction? 7. Is there any significant effect on the quality of service based on the empathy aspect of the administrative officers of the office and student satisfaction?
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5. dari (Anjaryani, 2009) dan (Tjiptono & Chandra, 2005)
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dari (Anjaryani, 2009) dan (Tjiptono & Chandra, 2005)
Methodology
Respondents: The second year nursing students, the total is 85 students enrolled in first semester of 2016/2017 school year . By using sampling purposive technique.
Instrument: A questionnaire based on SERQUAL theory adopted from Anjaryani (2009) and Tjiptono & Chandra (2005)
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6. Findings and Interpretation of Data
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Findings and Interpretation of Data
Research Question 1. To what extent is the quality of administrative office personnel services? Table 1. The Quality of Office Administr Personnel Services
Descriptive Statistics N
Minimum
Maximum
Mean
Std. Deviation
Tangible 85
2.33
5.00
4.1647
.60776
Reliability
2.17
3.8373
.51433
Responsiveness
1.20
3.6118
.59790
Assurance
1.67
3.7627
.49023
Empathy
1.17
3.6275
.66401
Valid N (list wise)
To explain the statement of the first issue to what extent the quality of office administration personnel services at Universitas Klabat will be explained in Table 1 using the formula of Mean.
Table 1 shows that from 85 samples the highest Mean is on tangible aspect, it is , and the lowest Mean is on responsiveness aspect All of them is on high category.
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7. Findings and Interpretation of Data
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Findings and Interpretation of Data
Research Question # 2 To what extent is the students’ satisfaction? Table 2 Students’ Satisfaction
Satisfaction
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
Strongly Disagree 3
3.5
Disagree 10
11.8
15.3
Neutral 14
16.5
31.8
Agree 8
9.4
41.2
Strongly agree 50
58.8
100.0
Total 85
Table 4.2 explains that most of the samples are very satisfied (50 samples) and only 3 samples that are not satisfied.
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8. Findings and Interpretation of Data
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Findings and Interpretation of Data
Research Question # 3-7 Is there any effect of service quality based on tangible, reliability, responsiveness, assurance, and empathy aspects of the administrative office personnel and student satisfaction? Table 3 The effect of Service Quality Based on Tangible, Reliability, Responsiveness, Assurance, Empathy aspects towards Students’ Satisfaction.
Is there a significant effect of service quality based on the tangible aspects of administrative office personnel and student satisfaction
Is there any significant effect of service quality based on the reliability aspects of administrative office personnel and student satisfaction?
Is there any significant effect on the quality of service based on the responsiveness aspects of the office administration personnel and student satisfaction?
Is there any significant effect on the quality of service based on the aspect of the assurance of the administrative personnel of the office and student satisfaction?
Is there any significant effect on the quality of service based on the empathy aspect of the administrative officers of the office and student satisfaction?
To answer research question number 3 to 7 use the first to fifth hypothesis will be explained in table 4.3 using Simple Regression.
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9. Findings and Interpretation of Data
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Findings and Interpretation of Data
Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients T
Sig. B
Std. Error
Beta 1
(Constant)
.200
1.078
.186
.853
Tangibles
-.187
.226
-.091
-.824
.413
Reliability
.451
.395
1.142
.257
Responsiveness
.088
.409
.042
.215
.830
Assurance
-.242
.547
-.095
-.442
.659
Empathy
.970
.427
.517
2.272
.026
a. Dependent Variable: satisfaction
NO NEED TO READ 3-7 research question
Is there a significant effect of service quality based on the tangible
Is there any significant effect of service quality based on the reliability aspects of administrative office personnel and student satisfaction?
Is there any significant effect on the quality of service based on the responsiveness aspects of the office administration personnel and student satisfaction?
Is there any significant effect on the quality of service based on the aspect of the assurance of the administrative personnel of the office and student satisfaction?
Is there any significant effect on the quality of service based on the empathy aspect of the administrative officers of the office and student satisfaction?
To answer research question number 3 to 7 use the first to fifth hypothesis will be explained in table 4.3 using Simple Regression.
Based on table 3, it explains that the effect of service quality based on tangible aspect towards students satisfaction with the significance > Which means H0 is acceptable. It means that there is no significant effect between service qualities based on tangible aspect towards students’ satisfaction. This finding is in contrast with SERQUAL theory in Suparman (2012) which says that the physical evidence from an educational institution service includes the office facility like buildings, rooms, environment, lecturer’s performance, administration staffs, communication tools like the providence of internet, interesting websites and another media in emergency moments, service like Facebook, or other physical or virtual media. It means that without putting attention to tangible aspects, the students already feel satisfied.
Table 3 also shows the effect of service quality based on responsiveness aspect towards students’ satisfaction with significant >0.05, H0 accepted. So it means that there is no significant effects from the service quality based on responsiveness aspect towards student’s satisfaction. This finding is also in contrast with SERQUAL theory in Suparman (2012) about the ability of the lecturers and administration staffs in responding and serving the students in a good and proper way. The administration staffs provide good direction and convenience to the students, respond to their complaints and give them the way out, assist the students and help them in solving the problem wisely.
Table 3 also shows the effect of service quality based on responsiveness aspect with the significant > H0 is acceptable. So, there is no significant effect from the service quality based on responsiveness aspect towards the students’ satisfaction. This finding is in contrast with SERQUAL theory in Suparman (2012) which says that knowledge, skills, and credibility of lecturers and administration staffs, and its practice in service to be trustworthy. The administration staff serves professionally, they are given training and development continually, trusted, and the students feel safe, secure, and convenience.
To answer questions number 7 in the fifth hypothesis based on table 4.3, there is a significant effect between service quality based on empathy aspect of administration staffs and students’ satisfaction with the significant value <0.05, H0 is rejected. With the t value = 2.72, it means that there is a significant effect between office administration staff service quality of empathy aspect towards students satisfaction. In serving, the bigger the empathy the more satisfied is the students’ satisfaction. This finding is supported by Lego (2010) said that empathy factor very important in influencing customers’ satisfaction.
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10. Conclusion From 85 samples of this research, it is clear that:
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Conclusion
From 85 samples of this research, it is clear that:
1. The quality of office administration personnel with the highest Mean in tangible aspect is , and the lowest in responsiveness aspect, with Mean
2. From 85 samples of students’satisfaction, based on frequency there are 50 students are very satisfied and 3 are not satisfied.
3. There is no significant effect from the service quality based on tangible aspect towards students’ satisfaction with mean >.05
4. There is no significant effect of service quality based on reliability aspect towards students’ satisfaction with significant value >.05
5. There is no significant effect between the service quality based on responsiveness aspect towards students’ satisfaction with significant value >.05.
6. There is no significant effect between the service quality based on assurance aspect towards students’ satisfaction with significant value >.05.
7. There is a significant effect between service quality based on empathy aspect towards students satisfaction with significant value <.05
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11. September 20, 2019
THANK YOU
September 20, 2019