iarjhssIARJHSSIARJHSS2708-6267https://doi.org/10.47310/iarjhss.2023.v04i02.004Determining Factors of Quality of Academic Service Performance in Academic, Student Affairs, and Planning Bureau of Tadulako UniversityRosidah KarimYabuDaswatiSitti ChaeriahAhsanDoctoral Study Program in Social Sciences, Universitas Tadulako, IndonesiaGraduate Program, Tadulako University, IndonesiaThis study aims to: (1) determine the relationship between the Determinant Factors that influence the Quality of BAKP Service Performance at Tadulako University, (2) obtain an overview, analyse, and discover new concepts about the quality of academic services at the Academic Bureau of Student Affairs and Planning at Tadulako University, Palu. The type of research used is qualitative research. Informants in this study were determined based on data obtained in the field consisting of 30 people, consisting of 4 key informants, namely the Head of UNTAD Academic, Student Affairs, and Planning Bureau (BAKP), Head of Registration and Evaluation Sub-coordinator (BAKP) UNTAD, Head of UNTAD Academic and Evaluation Sub-coordinator (BAKP) and Head of Management Unit Sub-coordinator Technology and Communication, nine regular informants and 17 additional people, namely new students, university students, and alums. Information retrieval was carried out using the in-depth interview or in-depth interview method, as well as direct observation and documentation. The analysis technique used is descriptive qualitative analysis in 3 stages: data reduction, presentation, and verification. Data collection, removal, display, and conclusion drawing/verification are used. The data's validity was measured using source and method triangulation techniques to cross-check the accuracy of the information obtained. Based on in-depth interviews and observations that have been made, the results of the study show that: The five dimensions of service quality for academic services provided by the registration/statistics subsection and the academic/evaluation subdivision are determinant factors that have a solid relationship strong in shaping the quality of academic services in the Academic, Student Affairs and Planning Bureau (BAKP) of Tadulako University. The dimension of the factor or variable Self-motivation strengthens and significantly influences the quality of Academic Services. The element of self-motivation plays a massive role in improving the quality of academic services at BAKP; self-motivation is one of the factors in an employee's self that determines the success or failure of a person in the work process; motivation is the overall driving force within the employee, the feeling of wanting to work as much as possible and create positive opportunities for the work environment.