Pengaruh Digitalisasi Administrasi, Komunikasi, dan Kualitas Pelayanan Bagian Akademik terhadap Kepuasan Mahasiswa Fakultas Hukum Universitas Indonesia

Reni Eko Hati; Euis Komalawati

doi:10.62383/komunikasi.v3i4.1261

Authors

Reni Eko Hati Institut Ilmu Sosial dan Manajemen STIAMI
Euis Komalawati Institut Ilmu Sosial dan Manajemen STIAMI

DOI:

https://doi.org/10.62383/komunikasi.v3i4.1261

Keywords:

Academic Services, Administrative Digitization, Communication, Service Quality, Student Satisfaction

Abstract

Digital transformation in higher education requires universities to improve academic services to meet students’ needs and expectations. At the Faculty of Law, University of Indonesia, administrative processes have been digitized through various academic information systems; however, challenges remain, including limited system integration, service disruptions, ineffective communication, and the need for continuous service improvement. This study aims to analyze the effects of administrative digitization, communication, and academic service quality on student satisfaction. A quantitative approach was employed using a survey of 100 students selected through purposive sampling. Data were collected through questionnaires and analyzed using multiple linear regression. The results show that administrative digitization has a positive and significant effect on student satisfaction, with an adjusted R² of 44.6%. Communication also has a positive and significant effect, with an adjusted R² of 7.7%, while service quality has the most dominant positive and significant effect, with an adjusted R² of 79.5%. Simultaneously, administrative digitization, communication, and service quality significantly affect student satisfaction, with an adjusted R² of 81.4%. These findings highlight the importance of integrated digital administrative systems, effective academic communication, and continuous service quality improvement to provide fast, accurate, responsive, and student-oriented academic services.

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