The Influence of Administrative Staff Service Quality on User Satisfaction at Madiun State Polytechnic
DOI:
10.47353/ecbis.v4i6.536Published:
2026-10-14Downloads
Abstract
This study aims to examine the effect of administrative staff service quality on user satisfaction at Madiun State Polytechnic. The population of this study consisted of users of administrative services at Madiun State Polytechnic. A total of 100 respondents were selected using an accidental sampling technique. Data were collected through a structured questionnaire. The data were analyzed using SPSS version 27, including validity and reliability tests, classical assumption tests, multiple linear regression analysis, t-test, F-test, and coefficient of determination analysis. The results showed that administrative staff service quality had a significant effect on user satisfaction. Simultaneously, the dimensions of reliability, responsiveness, assurance, empathy, and tangibles significantly influenced user satisfaction, while partially only reliability, responsiveness, and tangibles had significant effects. The coefficient of determination indicated that administrative staff service quality explained 71.6% of the variance in user satisfaction.
Keywords:
Service Quality User Satisfaction Administrative Staff Administrative ServicesReferences
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Copyright (c) 2026 Triana Prihatinta, Srimiatun, Rino Desanto Wiwoho, Dinesh Basti Farani
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