• Jeziano Rizkita Boyas Prodi Manajemen, Fakultas Ekonomi, Universitas Nahdlatul Ulama, Sidoarjo 61218, Indonesia
  • Aufa Izzudin Baihaqi Program Studi Administrasi Bisnis,Universitas UPN Veteran Surabaya, Indonesia
  • Muh. Aris Izzudin Prodi PGSD, Fakultas Keguruan dan Ilmu Pendidikan, Universitas Nahdlatul Ulama Sidoarjo


The purpose of this study was to evaluate the level of employee satisfaction with the services provided by the Human Resources Bureau at one of the universities in Greater Surabaya. The survey method was used to collect data from 54 employees at a university in Greater Surabaya. The data obtained was analyzed using descriptive quantitative to determine the level of employee satisfaction with the services of the Human Resources Bureau at one of the universities in Greater Surabaya. The results of the study show that most employees are satisfied with the services provided by the Human Resources Bureau with an average score of 4.22 out of a scale of 5. However, there are several aspects that need to be improved, such as response speed and service quality. In conclusion, the services provided by the Human Resources Bureau at a university in Greater Surabaya have met the expectations of employees in general, but need improvement in certain aspects.



Arikunto, S. &., & Sujiono, Y., A. (2012). Prosedur penelitian: Suatu pendekatan praktek (Edisi Revisi). Jakarta: PT. Rineka Cipta.

Armstrong, M. &., & M Taylor,, A. (2014). Armstrong's Handbook of Human Resource Management Practice (13th ed.). Kogan Page Publishers.

Chen, C.-F. &., & .,Yu, T, C.-F. (2014). Effects of positive vs negative forces on the burnout-commitment-turnover relationship. Journal of Service Management, 25(3), 388-410.

Creswell, J. W. (2014). Research design: qualitative, quantitative, and mixed methods approaches. Sage publications.

Dessler, G. (2015). Human Resource Management (14th ed.). Pearson.

Fauzi, A. (2019). he effect of human resources management practices on employee satisfaction: Evidence from a pharmaceutical company in Indonesia. Academy of Strategic Management Journal 8(6), 1-12.

Goestjahjanti, S. F. (2020). Impact of Talent Management, Authentic Leadership and Employee Engagement on Job Satisfaction: Evidence From South East Asian Industries. Journal of Critical Reviews, 67–88.

Iswani, A. & Yanti, T. S, I. (2013). Analisis Faktor-Faktor Kepuasan Mahasiswa Terhadap Pelayanan Universitas Islam Bandung sebagai Institusi Pendidikan Tinggi. Prosiding SNaPP: Sosial, Ekonomi dan Humaniora, (pp. 449-458). Bandung.

Jumiran, N. D. (2020). Pengaruh Dimensi Kepemimpinan Transformasional terhadap Kepuasan Kerja dan Komitmen Organisasional: Studi Kasus pada Dosen Perguruan Tinggi Swasta. Journal of Education, Psychology and Counseling, 600–621.

Kumar, V. S. (2008). Alternative Perspectives on Service Quality and Customer Satisfaction: The Role of BPM. International Journal of Service Industry Management, 176-187.

Kuncoro, S. B. (2017). Pengaruh Kualitas Pelayanan Dan Semangat Kerja Pegawai Terhadap Kepuasan Masyarakat di Kantor Kecamatan Bengalon Kabupaten Kutai Timur. EJournal Pemerintahan Integratif, 234–245.

Liu, Y. X. (2021). Understanding the effects of organizational support and job demands on employee engagement. Journal of Business Research, 327-334.

Nishii, L. H. (2008). Employee Attributions of the "Why" of HR Practices: Their Effects on Employee Attitudes and Behaviors, and Customer Satisfaction. Personnel Psychology, 61(3), 503-545.

Noe, R. A. (2017). Human Resource Management: Gaining a Competitive Advantage (10th ed.). McGraw-Hill Education.

Parasuraman, A. Z. (2018). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing, 64(1), 12-40.

Peccei, R. & Rosenthal, P., P. (2001). Delivering Customer-Oriented Human Resources Management: The Case of TGI Friday's Restaurants. Personnel Review, 30(3), 267-286.

Setiyati, R. (2013). ). Persepsi dan Kepuasan Mahasiswa Terhadap Pelayanan Administrasi Akademik di Universitas Indonesia Esa Unggul Jakarta. Forum Ilmiah, 48-63.

Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.

Ulumudin, A. (2014). Pengaruh Kualitas Pelayanan Administrasi Kependudukan terhadap Kepuasan Masyarakat di Kecamatan Bayongbong Kabupaten Garut. Jurnal Pembangunan Dan Kebijakan Publik, 04(01), 1–6.

Yang, S.-U. &.-H., & Lim, S.-H. , Y.-U. (2020). Effects of organizational communication, organizational trust, and job satisfaction on turnover intention. Journal of Business Research, 239-247.

Yao, R. T. (2018). Identifying drivers of complaint behavior in the hotel industry: A comparison between US and Portuguese guests. International Journal of Hospitality Management, 75, 87-96.

Zeithaml, V. A. (2002). Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.




How to Cite

Boyas, J. R., Aufa Izzudin Baihaqi, & Izzudin , M. A. . (2023). SERVICE SATISFACTION MEASUREMENT OF HUMAN RESOURCES DEPARTMENT. TALI JAGAD JOURNAL, 1(1), 33–40. Retrieved from