Khairi, Alfinur (2023) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Di Jurusan Teknik Industri Universitas Islam Negeri Sultan Syarif Kasim Riau. Masters thesis, Universitas Islam Riau.

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Abstract

The main goal of public administration is to be able to achieve state goals according to the public’s wishes, while the public’s wishes are security, welfare, and justice. One of the most important main tasks of the government today is provide service for the public. Public service itself is the provision of services, whether government or private, to people or society, in order to meet the needs and interests of people or society. Service quality is the level of excellence that is expected to fulfill customer desires. The role of education in life is very important. In the field of higher education, challenges and competition are getting tougher and more complex as a result of the development on the international market in the world of education on the one hand and the internal movements of domestic education on the other. One of the keys to winning the competition in the world of higher education today is to increase consumer satisfaction with the services provided by universities for students. The research objective was to determine the effect of service quality on student satisfaction at Sultan Syarif Kasim State Islamic University (Case Studies of Teaching Staff Services in the Industrial Engineering Department). The research method uses quantitative methods with a research focus related to service quality (Servqual). With data collection techniques in the form of observations and questionnaires with a total of 100 respondents. The results of the study show that the coefficient of the original sample 0.780, which means that the effect is positive according to the number of signs. Furthermore, the P value is 0.000 with a green sign whose value is <0.05, indicating that it has a significant influence. And then, the T count is 19.754 >,, the T table, which has a value of 1.660, means that the hypothesis is accepted so that the results of service quality have a positive and significant effect on student satisfaction at Sultan Syarif Kasim State Islamic University (Case Studies of Teaching Staff Services in the Industrial Engineering Department).

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