MAULANA, MUHAMAD GILANG (2026) PENGARUH KUALITAS PELAYANAN TATA USAHA FAKULTAS ILMU KOMUNIKASI TERHADAP KEPUASAN LAYANAN MAHASISWA (Survey pada Mahasiswa Public Relations Angkatan 2022 Fakultas Ilmu Komunikasi Universitas Mercu Buana). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to analyze the influence of administrative service quality of the Faculty of Communication Sciences on student service satisfaction in the Public Relations Study Program at Universitas Mercu Buana. The theoretical foundation of this research refers to the SERVQUAL model, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. This research employs a quantitative approach using a survey method and an explanatory (causal) research design. A total of 68 respondents were selected from active 2022 Public Relations students using a simple random sampling technique based on Slovin’s formula (10% significance level). Data were collected through questionnaires and analyzed statistically. The normality test indicated that the residual data were normally distributed (Asymp. Sig. 0.200), thus meeting the assumptions for regression analysis The simple linear regression analysis produced the equation Y = 6.893 + 0.321X, indicating that administrative service quality has a positive effect on student service satisfaction. The t-test yielded a t value of 8.968 with a significance of 0.001 (<0.05), demonstrating a significant influence. The coefficient of determination (R²) of 0.549 indicates that 54.9% of the variation in student service satisfaction is explained by the quality of administrative services, while 45.1% is influenced by other factors outside this study. Keywords: Service Quality, Administration, Student Service Satisfaction. Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan tata usaha fakultas ilmu komunikasi terhadap kepuasan layanan mahasiswa Program Studi Public Relations Universitas Mercu Buana. Dasar teori menggunakan model SERVQUAL dengan dimensi tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian ini bersifat kuantitatif dengan metode survei dan desain eksplanatif (kausal). Sampel sebanyak 68 responden diambil dari mahasiswa aktif angkatan 2022 menggunakan simple random sampling dengan rumus Slovin (signifikansi 10%). Data dikumpulkan melalui kuesioner dan dianalisis secara statistik. Uji normalitas menunjukkan data residual berdistribusi normal (Asymp. Sig. 0,200), sehingga memenuhi asumsi analisis regresi. Hasil regresi linier sederhana menunjukkan persamaan Y = 6,893 + 0,321X, yang berarti kualitas pelayanan tata usaha berpengaruh positif terhadap kepuasan layanan mahasiswa. Uji t menghasilkan nilai t hitung 8,968 dengan signifikansi 0,001 (<0,05), menunjukkan pengaruh yang signifikan. Koefisien determinasi (R²) sebesar 0,549 mengindikasikan bahwa 54,9% variasi kepuasan layanan mahasiswa dijelaskan oleh kualitas pelayanan tata usaha, sedangkan 45,1% dipengaruhi oleh faktor lain di luar penelitian. Kata kunci: Kualitas Pelayanan, Tata Usaha, Kepuasan Layanan Mahasiswa.
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