Application of SEM in analyzing student satisfaction with administrative services. (October 2020)

• Record Type: Journal Article
• Authors: Hermanto, K; Suarantala, R; Utami, S F; Sudirman, S
• Is Part Of: Journal of physics. Volume 1663(2020)
• Publication Date: 2020-10
• Subjects: Physics -- Congresses; 530.5
• DOI: 10.1088/1742-6596/1663/1/012008
• Languages: English
• ISSNs: 1742-6588

Abstract

Abstract: Satisfaction ( y ), the most basic and latest standard in improving services quality, is influenced by five variables, namely tangibles ( x1 ), reliability ( x2 ), responsibility ( x3 ), assurance ( x4 ), and emphaty ( x5 ). In this study, analyzing the satisfaction of Industrial Engineering students at the Sumbawa University of Technology with the administrative services provided by the administration division of the Faculty of Engineering. The analysis is processed using the Structural Equation Model (SEM). From the analysis, we obtained that the variables that can be used to analyze the satisfaction of Industrial Engineering students consist of three variables, namely tangible, reliability, and empathy. Those three variables are simultaneously able to explain the satisfaction variable.