Pengaruh Kualitas Layanan Tata Usaha terhadap Kepuasan Orang Tua Murid di SD Mathla'ul Anwar Berdasarkan Model E-Servqual

Septiani Septiani; Ce Gunawan

doi:10.30640/digital.v5i1.6387

Authors

Septiani Septiani Universitas Sains Indonesia
Ce Gunawan Universitas Sains Indonesia

DOI:

https://doi.org/10.30640/digital.v5i1.6387

Keywords:

Electronic Service, E-SERVQUAL, Parents' Satisfaction, School Administration, Service Quality

Abstract

School administrative services play a strategic role in shaping parents' satisfaction as primary stakeholders in education. The digital era 4.0 encourages the transformation of administrative services from conventional to electronic-based in order to improve efficiency and effectiveness. This study aims to analyze the influence of administrative service quality on parents' satisfaction at SD Mathla'ul Anwar using the E-SERVQUAL model comprising seven dimensions: efficiency, reliability, responsiveness, privacy, fulfillment, compensation, and contact. A quantitative research method with simple linear regression analysis was applied to 72 parent respondents selected through simple random sampling from a population of 252 parents. The results show that administrative service quality falls in the good category with an average score of 76.10. Regression analysis yields a coefficient of determination (R²) of 0.880, meaning 88.0% of the variation in parents' satisfaction is explained by administrative service quality. Hypothesis testing produces a t-value of 22.680 with a significance of 0.000 (p < 0.05), confirming that administrative service quality has a positive and significant effect on parents' satisfaction.

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