Development of a Stakeholder Satisfaction System Model for Service and Education Quality

Authors

  • Sri Wahyuni Faculty of Education, Universitas Negeri Malang, Malang, Indonesia
  • Zamroni Faculty of Education, Universitas Negeri Malang, Malang, Indonesia
  • Rizka Apriani Faculty of Education, Universitas Negeri Malang, Malang, Indonesia
  • Otto Fajarianto Faculty of Education, Universitas Negeri Malang, Malang, Indonesia
  • Yuniawatika Faculty of Education, Universitas Negeri Malang, Malang, Indonesia
  • Najwa Kamila Syarifa Faculty of Education, Universitas Negeri Malang, Malang, Indonesia
  • Fitri Indra Kusumaningtyas Faculty of Education, Universitas Negeri Malang, Malang, Indonesia

DOI:

https://doi.org/10.21009/jtp.v26i3.54383

Keywords:

Education quality, Service quality, Stakeholder satisfaction, Higher education, University services, Quantitative analysis

Abstract

This study aims to measure the level of stakeholder satisfaction with the quality of service and education at the Faculty of Education, State University of Malang. The research employs a quantitative analysis method, utilizing a structured questionnaire based on five service quality indicators: Tangible, Responsiveness, Reliability, Empathy, and Assurance. The questionnaire was distributed to stakeholders, including students, lecturers, and staff. The results indicate that the overall level of stakeholder satisfaction is high, with the Assurance indicator scoring the highest at 76.6%, reflecting strong trust in services provided. The lowest score was observed in the Responsiveness indicator at 72.8%, suggesting a need for improvement in addressing stakeholder needs promptly. The study is limited to stakeholders at the Faculty of Education, and the findings may not be generalizable to other faculties or institutions. The findings provide valuable insights for the Faculty of Education to enhance service quality, particularly in responsiveness, to better meet stakeholder expectations. This research contributes to the ongoing efforts to improve educational service quality by providing empirical data on stakeholder satisfaction within a specific academic context.

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Published

2024-12-31

How to Cite

Wahyuni, S., Zamroni, Apriani, R., Fajarianto, O., Yuniawatika, Syarifa, N. K., & Kusumaningtyas, F. I. (2024). Development of a Stakeholder Satisfaction System Model for Service and Education Quality. JTP - Jurnal Teknologi Pendidikan, 26(3), 1181–1192. https://doi.org/10.21009/jtp.v26i3.54383

Issue

Vol. 26 No. 3 (2024): Jurnal Teknologi Pendidikan

Section

Full Articles

License

Copyright (c) 2025 Sri Wahyuni, Zamroni, Rizka Apriani, Otto Fajarianto, Yuniawatika, Najwa Kamila Syarifa, Fitri Indra Kusumaningtyas

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