Abstract

The purpose of this research is figure out: (a) The student’s satisfaction to the services from the Academic Administration Bureau of University “X”, (b) The student’s perception on the services from the Academic Administration Bureau staffs of University “X” overally, (c) The student’s perception on the services from the Academic Administration Bureau staffs of University “X” based on the satisfaction of the students as customers. The participant of this research consists of 270 students of University “X” during the first half of 2008. The sampling technique applied in this research is the non-probability sampling technique with convenience method. This is a non-experimental research consisting of two measuring variables, which are customer satisfaction and perception, by using SPSS version 15.0. The results acquired from this research reveal that customer tend to be unsatisfied to the services from the Academic Administration Bureau of University “X”, and they perceive that the staffs need to be trained, have no supervision while working, appear badly, behave unpatiently, and irresponsively serve the students. Observed from the effect of satisfaction that mostly influence the points of perception, the Academic Administration Bureau staffs are perceived to be poorly serve, unwillingly serve, uncheerfully serve, unpleasantly serve, and arrogantly serve the students