Improving the Academic Services of As-Syafi’iyah Islamic University, Jakarta, Indonesia, through the Evaluation of Students’ Satisfaction

International Journal of Research and Innovation in Social Science (IJRISS) | Volume VI, Issue V, May 2022 | ISSN 2454–6186

Improving the Academic Services of As-Syafi’iyah Islamic University, Jakarta, Indonesia, through the Evaluation of Students’ Satisfaction

¹Iffah Budiningsih*, ²Marliza Oktapiani, ³Elly Soraya
¹Faculty of Teaching and Educational Sciences, As-Syafi’iyah Islamic University, Jakarta, Indonesia
²Faculty of Islam Region, As-Syafi’iyah Islamic University, Jakarta, Indonesia
³Faculty of Business Economic, As-Syafi’iyah Islamic University, Jakarta, Indonesia
*Corresponding Author

Abstract: The purpose of this evaluation research is to study and obtain empirical data about the level of satisfaction of students for academic services that have implications for efforts to improve academic services, which can improve the reputation of the university. The research method used survey methods with an affordable population of about 4000 students of As-Syafi’iyah Islamic University, Jakarta, Indonesia. The sampling was done randomly with 733 respondents. The results of the study showed: a) the average assessment of student satisfaction with the University’s academic services in the category of ‘satisfied’ with an average assessment score = 3.8697 and this score still needs to be increased to 5.0 to improve the academic services of the University which have implications for improving the reputation of the university; b) The quality of academic services has a strategic role in meeting student satisfaction which has an impact on the emergence of high loyalty to the University, and it is expected that these students can be a ‘mouth promotion’ for the University; c) academic services that need to be improved include the ability and care of education personnel in providing quality & fast service; the ability and concern of the manager/leader and education staff of the Study Program/Faculty in providing quality academic services, and adequacy, accessibility & quality of supporting facilities of academic activities of students; d) The characters empathy, sympathy, and sharing must be strived to grow and develop into an inherent and settled character among education personnel or lecturers.
Keywords: academic services, evaluation, student satisfaction.
I. INTRODUCTION
Globalization has drawn many universities to tight competition, looking for prospective students. Such a condition demands the institutions to come up with strategies to hook students as much as possible. Furthermore, universities are urged to provide quality and professional academic services to meet the needs of students/prospective students. By that, providing quality and competitive human resources is essential to boost academic services. Maximum services, without doubt, result in student satisfaction and the development and reputation of universities.
In general, student satisfaction refers to the feeling of pleasure of students when receiving academic services that meet their expectations. Satisfied students are likely to stay in the university until the completion of their studies. Student

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