Kuliatas Pelayanan Pegawai Program Studi Dalam Memberikan Layanan Kepada Mahasiswa Program Studi D III Kesekretariatan Fakultas Vokasi Universitas Sumatera Utara

Abstract

This research is motivated by the essential role of service quality in supporting effective academic administration and ensuring student satisfaction within higher education institutions. The focus of this study is to evaluate the quality of services provided by the administrative staff of the D III Secretariat Study Program at the Vocational Faculty of Universitas Sumatera Utara. The primary objective is to assess how well the five dimensions of service quality tangibles, reliability, responsiveness, assurance, and empathy are implemented in delivering academic administrative services. This study employs a quantitative descriptive approach, using questionnaires distributed to active students of the D III Secretariat Study Program as the primary data collection instrument. The collected data were analyzed using percentage and mean score calculations to measure students' perceptions of each service dimension. The results indicate that, overall, the quality of services provided by the study program staff is considered good, particularly in the dimensions of assurance and tangibles, which reflect professionalism and adequate facilities. However, shortcomings were identified in responsiveness and empathy, where some students felt that the staff were not fully responsive or attentive to their individual needs.