MEASURING SATISFACTION WITH SCHOOL ADMINISTRATIVE SERVICES BASED ON SERVICE QUALITY THEORY

Abstract

The success of an educational institution is no longer measured solely by academic achievement, but also by the quality of non-academic school administrative services. This study aims to measure student satisfaction with school administrative services using the Service Quality (Servqual) theoretical framework. A quantitative descriptive design was used, involving a sample of 100 active students at SMK Muhammadiyah 9 Nanggung selected through proportional stratified random sampling. Data were collected using a structured questionnaire based on a 1–4 Likert scale covering five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results of the study indicate that the majority of respondents held positive perceptions, with 80% of students expressing satisfaction with the staff’s competence and attention to detail, while 20% expressed dissatisfaction, particularly regarding wait times during peak hours. Overall, the school’s administrative services successfully met students’ expectations. However, management is advised to digitize administrative procedures to improve efficiency.