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Febriana, Annisa
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Kualitas Pelayanan Bank Jateng Terhadap Pembayaran UKT Mahasiswa Nazwa, Nurissa Shifakhul; Khasanah, Kholifatul; Hilmy, Muhamad Ikhsanul; Natasya, Berliana Ayu; Febriana, Annisa; Nugraha, Joko Tri
ANTASENA: Governance and Innovation Journal Vol. 4 No. 1 (2026): June
Publisher : FIA Unkris Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61332/antasena.v4i1.491

Abstract

This study aims to analyze the quality of Bank Jateng's services in supporting the payment of Single Tuition Fees (UKT) for Tidar University students using the SERVQUAL approach. This study uses a quantitative descriptive method using a random sampling technique on 90 students of the Faculty of Social and Political Sciences, Tidar University, class of 2025. Data were collected using a questionnaire with a Likert scale and the data was processed using SPSS version 31 to produce frequencies, percentages, and average values for each indicator. The results of the study showed that most respondents gave positive assessments to all service dimensions, especially in the aspects of empathy, responsiveness, and assurance with a satisfaction level reaching 86.7%. Indicators that meet student expectations include facilities, clarity of information, service skills, and transaction security. Good service quality plays a direct role in student satisfaction and trust 1 as service users. However, improvements to the system aspect are still needed to minimize transaction errors. Consequently, optimal service can increase the efficiency of educational administration and user loyalty to Bank Jateng services.
Co-Authors Adelia Nur Azizah Ahmad Rizqo Abdillah Al Fath Riza Kholdani Andri Suwarno Angeline Duana Yashintia Nugroho Anisa Maidawati Any Zahrotul Widniah Any Zahrotul Widniah Any Zahrotul Widniah Any Zahrotul Widniah Ayu Lestari, Hayatus Sa'adah Az-zahrawi, Fajar Azzahra, Nailla Fatimah Christo Christo Cut Ika Anugrah Kirana Dessy Damayanti Devi Hairina Lestari Dewanti, Kinantika Nur Dewi Irianti Diana Hardiyanti Diana Pefbrianti Diana Pefbrianti Diana Pefbrianti Dina Sulistia Farhanidiah, Silvia Ghina Karomah Hafidza Zia Hayatus Sa'adah Ayu Lestari Herawati Herawati Heryyanoor Heryyanoor Heryyanoor Heryyanoor Heryyanoor, Heryyanoor Hidayah Putri Hidayah Putri Hidayah, Annisa Fauza Hidayat , Taufik Hidayat, Tuafik Hilmy, Muhamad Ikhsanul Ida Yuliana Ifansyah, M Noor Imran Pashar Isga, Ghissela Adelia Islamiyah, Tsuwaibatul Joko Tri Nugraha Juhdi, Juhdi Kemal Endi Buana KHASANAH, KHOLIFATUL Kinantika Nur Dewanti Kirana, Cut Ika Anugrah Laily Rizky Anwar Laylizha, Mauliddina Wahyu Lestari, Devi Hairina Lestari, Prety Linda Oktavia Hartanti Lola Illona Elfani Kausar Lutfi Aulia Rahman M. Noor Ifansyah M. Noor Ifansyah, M. Noor Maria Ulfah Melania, Maria Muhammad Nashih Muhammad Nor Arifudin Muhammad Nor Arifudin Muhammad Riza Muthmainnah Muthmainnah Mutmainnah Mutmainnah Nanang Saputro Agung Widodo Nashih, Muhammad Natasya, Bellinda Natasya, Berliana Ayu Nazwa, Nurissa Shifakhul Nor Aliza Ramadani Nugraha, Fir'ad Setya Nur Hikmah Nur Hikmah Nur Safitri Nurazizah, Dinda Nurilla Kholidah Okta Velia Triana Hutapea Permana, M. Rizky Prasetya, Hanung Putri Ananda Asisti Putri, Adisti ‘Afina Putri, Sabina Amelia Qushoyyi, Muhammad Iqbal Rahimi, Fitrian Rahmah, Laksmi Maliha Restiana Kartika Mantasti Hapsari Restiana Kartika Mantasti Hapsari Rifda Nur Achriyana Arif Risma Dwi Rahmawati Rizky Ridha Anshari Rofiqah Rofiqah Rosyiansyah, Abdul Aziz Rusdiana Rusdiana Rusdiana Rusdiana Safariansyah, Hari Salsabila, Annisa Prizka Sapariah Anggraini Selly Dwi Rachmawati Shafira Eka Pratiwi Sigit Mulyono Sinaga, Prentina Debora Siswahyudianto Siti Badriah Siti Della Harizka Siti Faridah Siti Faridah Sopia Sopia Sopia, Sopia Syafariansyah, Hari Tassia Sekar Brilliant Santiago Taufik Hidayat Taufik Hidayat Taufik Hidayat Widniah, Any Zahrotul Widyatuti Yulia Yunara Yulia Yunara Yuza Olsi Rahmi Zaini Ghani