Pengaruh Kualitas Layanan Administrasi dan Kepuasan Siswa Terhadap Niat Berperilaku (Behavioral Intention) Siswa di SMA Laboratorium Percontohan UPI Bandung

The Influence of Administrative Service Quality and Student Satisfaction on Students' Behavioral Intentions at the UPI Bandung Pilot Laboratory High School

Penelitian ini dilakukan untuk mengetahui pengaruh dari kualitas layanan administrasi dan kepuasan siswa terhadap niat berperilaku siswa. Metode yang digunakan dalam penelitian ini yaitu metode kuantitatif korelatif dengan menggunakan statistik parametrik. Grand theory yang digunakan dalam penelitian ini yaitu teori SERVQUAL dari Parasuraman (1988), teori kepuasan dari Robbins (2015), dan teori behavioral intention dari Liu (2005). Data penelitian diperoleh melalui angket google form yang menggunakan skala Likert dimana sampel penelitian tersebut adalah siswa SMA Laboratorium Percontohan UPI Bandung yang dipilih secara acak dengan jumlah 220 siswa. Hasil penelitian menunjukkan bahwa (1) terdapat pengaruh dari kualitas layanan administrasi terhadap behavioral intention siswa di SMA Laboratorium Percontohan UPI Bandung sebesar 50,1%. (2) terdapat pengaruh dari kepuasan siswa terhadap behavioral intention siswa di SMA Laboratorium Percontohan UPI Bandung sebesar 49,8%. (3) kualitas layanan administrasi dan kepuasan siswa secara bersama-sama berpengaruh terhadap behavioral intention siswa di SMA Laboratorium Percontohan UPI Bandung sebesar 56,8%. Berdasarkan penelitian tersebut, kualitas layanan administrasi dan kepuasan siswa berpengaruh terhadap behavioral intention siswa. Oleh karena itu kepala sekolah dan staf administrasi sekolah diharapkan dapat meningkatkan kualitas layanan administrasi sekolah. Semakin baik kualitas layanan (service quality) administrasi yang diberikan dan semakin meningkat kepuasan siswa maka niat berperilaku atau behavioral intention siswa juga semakin positif.

Kata kunci : Kualitas Layanan, Kepuasan Siswa, Behavioral Intention, Administrasi Pendidikan

This research was conducted to determine the influence of the quality of administrative services and student satisfaction on students' behavioral intentions. The method used in this research is a correlative quantitative method using parametric statistics. The grand theories used in this research are the SERVQUAL theory from Parasuraman (1988), user satisfaction theory from Robbins (2015), and behavioral intention theory from Liu (2005). Research data was obtained through a Google Form questionnaire using a Likert scale where the research sample was UPI Bandung Pilot Laboratory High School students who were randomly selected with a total of 220 students. The research results show that (1) there is an influence of the quality of administrative services on students' behavioral intention at the UPI Bandung Pilot Laboratory High School of 50.1%. (2) there is an influence of student satisfaction on students' behavioral intention at the UPI Bandung Pilot Laboratory High School of 49.8%. (3) the quality of administrative services and student satisfaction together influence the behavioral intention of students at the UPI Bandung Pilot Laboratory High School by 56.8%. Based on the research, the quality of administrative services and student satisfaction influence students' behavioral intentions. Therefore, school principals and school administrative staff are expected to improve the quality of school administration services. The better the quality of the administrative services provided and the greater the student satisfaction, the more positive the student's behavioral intention will be.

Keywords : Service Quality, Student Satisfaction, Behavioral Intention, Educational Administration