Analysis of the Quality of Administrative Services of Port Management and Maritime Logistics Study Program, State University of Jakarta

Abstract

This research aims to analyze the quality of administrative

services for the Port Management and Maritime Logistics Study

Program (MPLM) using quantitative descriptive methods. The

instrument used was a student satisfaction questionnaire. The

research population is all active students of the MPLM Study

Program. The research sample was taken from MPLM students

class of 2022 using a simple random sampling technique. Student

satisfaction is measured through student perceptions (perceived

service) of the quality of academic services which include

tangibles, reliability, responsiveness, assurance, and empathy. To

measure respondents' answers, a Likert scale is used which is

divided into 5 scales. It is hoped that this research can provide

input for the MPLM Study Program in improving the quality of its

administrative services so that it can provide better satisfaction to

its students.