The Influence of Employee Competence on Student Satisfaction with the Mediation of Siakad Service Quality at Borneo Tarakan University
DOI:
https://doi.org/10.35334/7226g517Keywords:
Employee Competence, Student Satisfaction, Service Quality, SIAKAD, Mediating VariableAbstract
This study examines the effect of administrative staff competence on student satisfaction mediated by SIAKAD service quality at Universitas Borneo Tarakan. A quantitative method with a survey of 98 students from the 2024/2025 cohort was conducted using proportionate stratified random sampling. Data were collected through validated questionnaires and analyzed using path analysis (SPSS Version 31). Results indicate that staff competence significantly and positively affects service quality and student satisfaction, with SIAKAD service acting as a significant mediator. The study emphasizes the importance of continuous competence development to optimize services and enhance satisfaction, while contributing theoretically to HR management and information systems, and providing practical recommendations for institutions to improve employee capacity and service quality.
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Copyright (c) 2026 Yus Hardianto, Balthasar Watunglawar, Syahruddin Hattab (Author)
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