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High-quality academic services are an important factor in creating student satisfaction as users of higher education services. Educational staff play a strategic role in providing academic services that are timely, accurate, professional, and oriented toward students’ needs. However, various challenges in academic services may potentially affect students’ level of satisfaction. This study aims to analyze the effect of the service quality of educational staff, consisting of the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, on student satisfaction at STIKes Bakti Utama Pati.
This study employed a quantitative method using a survey approach. A sample of 100 respondents was determined using the Slovin formula and selected through purposive sampling. Data were analyzed using descriptive analysis, the Three Box Method for index analysis, classical assumption tests, multiple linear regression analysis, t-test, F-test, and coefficient of determination (R²) with the assistance of SPSS.
The results show that tangibles, responsiveness, and empathy have a positive and significant effect on student satisfaction, whereas reliability and assurance do not have a significant effect on student satisfaction. Simultaneously, the five dimensions of service quality have a significant effect on student satisfaction. The coefficient of determination (R²) of 0.683 indicates that 68.3% of the variation in student satisfaction can be explained by the service quality dimensions of educational staff, while the remaining 31.7% is explained by other factors outside the research model.