EVALUATION OF THE QUALITY OF ACADEMIC ADMINISTRATION SERVICESAT THE FACULTY OF VOCATIONAL SCIENCES, UNIVERSITY OF NORTH SUMATRA
Main Article Content
Akbar Reza Pratama
Meilita Tryana Sembiring
Evawany Yunita Aritonang
Academic administration services are a crucial component in supporting the smooth running of higher education, particularly within the Faculty of Vocational Studies, which emphasizes speed, accuracy, and efficiency. This study aims to evaluate the quality of academic administration services at the Faculty of Vocational Studies, University of North Sumatra, based on student perceptions, identify barriers in the service process, and explore user expectations and input on service quality improvements. The approach used was descriptive qualitative, with data collection techniques through in-depth interviews, observation, and documentation of 10 purposively selected respondents. The results showed that service quality was considered quite good in terms of reliability and tangibles, but weaknesses remained in the dimensions of responsiveness, empathy, and assurance. Obstacles found included: lack of clarity in procedural information, unresponsiveness from staff, the absence of an online document tracking system, and minimal empathy in service communications. Service users expect improvements in interpersonal communication, procedural consistency, and accelerated service through the digitization of the administrative system. Therefore, improving the quality of academic administration services needs to focus on strengthening staff competencies, developing technology-based service systems, and establishing a humanistic and responsive service culture.
Abubakar, A. P. (2022). Sistem Layanan Administrasi Akademik Pada Fakultas Tarbiyah dan Ilmu Keguruan IAIN Manado. Manado: Institut Agama Islam Negeri Manado.
Lutvianingsih, U. (2025). Kepuasan Mahasiswa terhadap Pelayanan Administrasi Akademik Prodi Pendidikan Keagamaan Katolik (PKK) STPKat Santo Fransiskus Asisi Semarang Tahun Akademik 2023/2024. Maeswara : Jurnal Riset Ilmu Manajemen dan Kewirausahaan, Vol.3 (1), 183-192.
Parasuraman, A. B. (1988). SERVQUAL: AMultiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, 12-40.
Rahayu, S. (2024). Analisis Tingkat Kepuasan Mahasiswa terhadap Kualitas Pelayanan Tenaga Administrasi dan Tenaga Pendidik di Fakultas Tarbiyah dan Keguruan UINAM. Makkasar: Universitas Islam Negeri Alauddin.
Sellang, K. (2016). Administasi dan Pelayanan Publik Antara Teori dan Aplikasinya.
Yogyakarta: Penerbit Ombak.
Surti, I., & Anggraeni, F. N. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen. Journal Eonomic, Accounting, Management and Business, 261-270.
Tjiptono, F. (2009). Pemasaran Jasa. Yogyakarta: CV Andi Offset.
Turrahma, L. (2022). Analisis Tingkat Kepuasan Mahasiswa tentang Layanan Akademik dan Administrasi Keguruan dan Ilmu Pendidikan Universitas Islam Riau. Pekanbaru: Universitas Islam Riau.
Yulianti, F., & Wahdah, R. (2018). Analisis Kepuasan Masyarakat (IKM) dan Kualitas Pelayanan Publik (Studi Pada PDAM Bandarmasih Di Banjarmasin). Jurnal Ecoment Global, Vol.3(2), 84-102.
