Analysis of Student Satisfaction on Academic Services ISO 9001: 2008 Certified

Abstract

The output of this study was a portrait of student satisfaction toward academic services of Faculty of economics, Universitas Negeri Padang, with ISO 9001: 2008 certified. Data was collected by using questionnaires. This study used a quantitative design with survey method. The conclusions of this study were: 1) Student satisfaction with the academic services of the Faculty of Economics, Universitas Negeri Padang, which was measured in five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, empathy, and information system overall in the less satisfactory category, this result based on the number of final gap perceptions and expectations were -1.34, and from less than 60% of students chose satisfied answers. 2) Criticism and suggestions of students on the academic services of Faculty of Economics, Universitas Negeri Padang were aimed at all dimensions of academic services, namely tangible, reliability, responsiveness, assurance, empathy and information system.