The correlation between administrative services and the learning process quality in postgraduates

This research objective was to determine the relationship between administrative services and the learning process quality in postgraduates. The research method was correlational research, which looked for a relationship between two variables. Furthermore, the research participants consisted of 1193postgraduate students with masters and doctorates. The research instrument was a SERVQUAL model from Parasuraman, Zeithaml and Berry (1994), which consisted of five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Then, the quality of the learning process adapted from Herbert W. Marsh, which consisted of nine indicators, namely (a) learning, (b) enthusiasm, (c) organization, (d) group interaction, (e) individual relationships, (f) breadth, (g) exams, (h) assignments, and (i) overall workload. Data collection on participants was carried out at the end of the semester related to the service perception they felt during the lecture. The data analysis technique used correlation coefficients. The analysis results showed a strong correlation between administrative services and the learning process quality at the postgraduate ofthe State University of Surabaya. The quality of postgraduate administration services showed excellent results, supported by excellent employee performance by referring to the operational standards that had been set. Additionally, the learning process showed good quality supported by excellent administrative services. This research required further research related to the learning process quality.