Administrative service quality and digital learning facilities on student satisfaction

Abstract

Abstrak: Kepuasan siswa menjadi tolak ukur penting keberhasilan layanan pendidikan kejuruan, sementara studi pendahuluan di SMK Kristen 1 Surakarta menunjukkan bahwa separuh siswa yang disurvei menilai layanan sekolah belum cukup responsif dan mengeluhkan koneksi internet yang kurang stabil. Penelitian ini bertujuan mengetahui pengaruh kualitas layanan administrasi dan fasilitas pembelajaran digital terhadap kepuasan siswa, baik secara parsial maupun simultan. Penelitian menerapkan metode kuantitatif dengan pendekatan asosiatif kausal pada 144 siswa SMK Kristen 1 Surakarta dari populasi 225 siswa, yang ditentukan menggunakan rumus Slovin dengan teknik proportionate stratified random sampling. Data dikumpulkan melalui kuesioner skala Likert empat poin yang telah memenuhi uji validitas dan reliabilitas, kemudian dianalisis menggunakan regresi linear berganda dengan program IBM SPSS 29. Hasil penelitian menunjukkan kualitas layanan administrasi berpengaruh signifikan terhadap kepuasan siswa dengan nilai t₀ 5.170 > tₜ 1.977 dan signifikansi <0.001 < 0.05, fasilitas pembelajaran digital juga berpengaruh signifikan dengan nilai t₀ 5.517 > tₜ 1.977 dan signifikansi <0.001 < 0.05, serta kedua variabel secara simultan berpengaruh signifikan terhadap kepuasan siswa dengan nilai F₀ 33.879 > Fₜ 3.058 dan signifikansi <0.001 < 0.05. Nilai R Square sebesar 0.325 menunjukkan bahwa kedua variabel menjelaskan 32.5% variasi kepuasan siswa.

Kata kunci: kepuasan pelanggan pendidikan; mutu kinerja tata usaha; pendidikan vokasi;  sarana teknologi sekolah

Abstract: Student satisfaction is a critical benchmark of success in vocational education service delivery. A preliminary study conducted at SMK Kristen 1 Surakarta revealed that half of the surveyed students regarded school services as insufficiently responsive and reported concerns about unstable internet connectivity that hindered their use of digital learning platforms. This study aimed to examine the effects of administrative service quality and digital learning facilities on student satisfaction, both partially and simultaneously. A quantitative approach with a causal associative design was employed, involving 144 students drawn from a population of 225 at SMK Kristen 1 Surakarta using the Slovin formula and proportionate stratified random sampling. Data were collected through a four-point Likert scale questionnaire that met validity and reliability requirements, and were analyzed using multiple linear regression with IBM SPSS 29. The results indicated that administrative service quality had a significant positive effect on student satisfaction (t = 5.170 > t_table = 1.977; p < 0.001), and digital learning facilities likewise exerted a significant positive effect (t = 5.517 > t_table = 1.977; p < 0.001). The two variables jointly exerted a significant simultaneous effect on student satisfaction (F = 33.879 > F_table = 3.058; p < 0.001). The R² value of 0.325 indicates that together the two predictors account for 32.5% of the variance in student satisfaction.

Keywords: administrative staff performance; customer satisfaction in education; digital support facilities; vocational education