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This research is aimed at analyzing the influence of academic service quality to the satisfaction of Master Degree Program (PPs) Open University (UT) in the distance study unit program (UPBJJ) Mataram. The data were subsequently analyzed by double linear regression. This research finding showed that, partially the indicator of reliability dimension, responsiveness, and assurance were not influenced significantly by the students’ satisfaction. It was caused by the Master Degree Program – UT in UPBJJ Mataram has not provided a service that is expected by the students. Otherwise the indicator of tangibles and empathy partially have significant role that influences the students’ satisfaction. From the five indicators, it can be seen that the empathy dimension has dominant role that influences the satisfaction of students in Master Degree Program – UT in UPBJJ Mataram. Simultaneously, the quality of academic service consisted of tangible, reliability, responsiveness, assurance and empathy that has highly significant role. The higher of service quality increased the higher of students’ satisfaction level in Master Degree Program – UT in UPBJJ Mataram.

PENGARUH LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA PROGRAM PASCASARJANA UNIVERSITAS TERBUKA PADA UNIT PROGRAM BELAJAR JARAK JAUH (UPBJJ) MATARAM