KUALITAS LAYANAN ADMINISTRASI SEBAGAI DETERMINAN KEPUASAN SISWA SEKOLAH MENENGAH PERTAMA

Abstract

This study examines the effect of the quality of school administrative services on student satisfaction at SMP Pandu, Bogor. The study is based on the important role of administrative staff in providing efficient, courteous, and accurate services to support students’ comfort and satisfaction. A quantitative approach with a descriptive correlational design was employed. The research population consisted of all eighth- and ninth-grade students, with 87 students selected through random sampling. Data were collected using questionnaires comprising 13 items measuring administrative service quality (X) and 7 items measuring student satisfaction (Y). Data analysis was conducted using Pearson’s product moment correlation and a t-test. The results indicated a significant positive relationship between administrative service quality and student satisfaction, as shown by a correlation coefficient (r) of 0.213, which exceeded the r-table value of 0.12 at the 5% significance level. These findings suggest that higher quality administrative services are associated with increased student satisfaction. This study contributes theoretically to the field of educational management and provides practical recommendations for schools to improve administrative services in order to enhance student satisfaction.