Enhancing Student Satisfaction Through Academic Service Quality: Evidence from a Polytechnic Business Department
DOI:
https://doi.org/10.61978/commercium.v4i3.1217Keywords:
academic service quality, student satisfaction, SERVQUAL, vocational higher educationAbstract
This study examines the effect of academic service quality on student satisfaction within the Business Administration Department of Politeknik Negeri Semarang, positioning student satisfaction as a key performance indicator in vocational higher education. This study is novel because it utilizes longitudinal institutional data spanning five semesters to conduct a micro-level SERVQUAL analysis within a vocational polytechnic setting, thereby integrating institution-specific system improvements often overlooked in broader higher education research. Through a quantitative descriptive approach analyzing 5,815 student responses via simple linear regression, the results demonstrate a statistically significant positive relationship (p < 0.001, R² = 0.890) between service quality and satisfaction. While tangible dimensions scored highest, the findings highlight a critical need for strategic improvements in responsiveness and empathy, despite a consistent upward trend in overall satisfaction that validates the effectiveness of continuous institutional efforts. Ultimately, this research provides empirical insights for higher education policymakers to enhance student-centered service delivery by prioritizing responsiveness and personalized administrative interactions within vocational settings.
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