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Analysis of Priorities for Improving the Quality of Higher Education Services to Increase Student Satisfaction in the Economics Education Study Program, Universitas Negeri Semarang

Dinamika Pendidikan · Vol. 19 No. 2 (2025) · hlm. 220–233

DOI
10.15294/dp.v19i2.20424
ISSN
2502-5074, 1907-3720
Terbit
2025-02-11
Penerbit
Economics Education Department Universitas Negeri Semarang
Bahasa
eng

Abstrak

This study aims to determine the suitability of the application of the HESQUAL dimensions, determine the level of student satisfaction with service quality and determine priorities for improving service quality in the Economic Education Study Program at Semarang State University. The sample that has been determined is 110 respondents. The sampling technique is using Proportional Random Sampling. Data collection methods using questionnaires. The data analysis techniques used are: (1) Confirmatory Factor Analysis (CFA) using SmartPLS version 4; (2) Customer Satisfaction Index (CSI); (3) ImportancePerformance Analysis (IPA); (4) Potential Gain in Customer Value (PGCV) using the SPSS application. The results showed that the HESQUAL model is a fit model for measuring service quality in higher education, student satisfaction is in the Satisfied category with a satisfaction value of 73% and the priority for improving service quality is the attention of lecturers to students who have difficulty understanding the material, lecturers need to determine effective learning methods, provide quality services that can increase student confidence, administrative staff help students who have difficulties, and information on the flow of academic administration carried out online.

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  • Sriwijaya University
  • Universitas Islam Negeri Sultan Maulana Hasanuddin Banten
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  • Organisasi berbeda
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Rekan penulisOrganisasiArtikel bersama
Teguh Hardi RaharjoAfiliasi tidak diketahui2
Fitri Maya PuspitaSriwijaya University1
Evi YulizaSriwijaya University1
Oki DwipurwaniAfiliasi tidak diketahui1
Siti Suzlin SupadiAfiliasi tidak diketahui1
Novi Rustiana DewiAfiliasi tidak diketahui1
Ahmad Farhan RamadhanAfiliasi tidak diketahui1
Ahmad RindartoAfiliasi tidak diketahui1
Isfie Sallsa BillaAfiliasi tidak diketahui1
Aditya Kurniawan EffendiAfiliasi tidak diketahui1
Anna Kania WidiatamiAfiliasi tidak diketahui1
Anita AnitaUniversitas Islam Negeri Sultan Maulana Hasanuddin Banten1
Nurul Silva LestariAfiliasi tidak diketahui1
Galih KartikasariAfiliasi tidak diketahui1
Anton Eko SatrioAfiliasi tidak diketahui1
Androw Mikhov SionAfiliasi tidak diketahui1
Nori HariyenAfiliasi tidak diketahui1
Sugianur SugianurAfiliasi tidak diketahui1
Agus WahyudinAfiliasi tidak diketahui1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/DP/oai, pertama di-harvest 5 Nov 2026, terakhir terlihat 5 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Analysis of Priorities for Improving the Quality of Higher Education Services to Increase Student Satisfaction in the Economics Education Study Program, Universitas Negeri Semarang</dc:title>
	<dc:creator xml:lang="en">Susanti, Eka</dc:creator>
	<dc:creator xml:lang="en">Jannah, Sholihatun Nur</dc:creator>
	<dc:subject xml:lang="en">Customer Satisfaction Index (CSI)</dc:subject>
	<dc:subject xml:lang="en">Importance-Performance Analysis (IPA)</dc:subject>
	<dc:subject xml:lang="en">HESQUAL</dc:subject>
	<dc:subject xml:lang="en">Potential Gain in Customer Value (PGCV)</dc:subject>
	<dc:subject xml:lang="en">Student</dc:subject>
	<dc:subject xml:lang="en">Satisfaction</dc:subject>
	<dc:description xml:lang="en">This study aims to determine the suitability of the application of the HESQUAL dimensions, determine the level of student satisfaction with service quality and determine priorities for improving service quality in the Economic Education Study Program at Semarang State University. The sample that has been determined is 110 respondents. The sampling technique is using Proportional Random Sampling. Data collection methods using questionnaires. The data analysis techniques used are: (1) Confirmatory Factor Analysis (CFA) using SmartPLS version 4; (2) Customer Satisfaction Index (CSI); (3) ImportancePerformance Analysis (IPA); (4) Potential Gain in Customer Value (PGCV) using the SPSS application. The results showed that the HESQUAL model is a fit model for measuring service quality in higher education, student satisfaction is in the Satisfied category with a satisfaction value of 73% and the priority for improving service quality is the attention of lecturers to students who have difficulty understanding the material, lecturers need to determine effective learning methods, provide quality services that can increase student confidence, administrative staff help students who have difficulties, and information on the flow of academic administration carried out online.</dc:description>
	<dc:publisher xml:lang="en">Economics Education Department Universitas Negeri Semarang</dc:publisher>
	<dc:date>2025-02-11</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/DP/article/view/20424</dc:identifier>
	<dc:identifier>10.15294/dp.v19i2.20424</dc:identifier>
	<dc:source xml:lang="en">Dinamika Pendidikan; Vol. 19 No. 2 (2024); 220-233</dc:source>
	<dc:source>2502-5074</dc:source>
	<dc:source>1907-3720</dc:source>
	<dc:source>10.15294/dp.v19i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/DP/article/view/20424/3005</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Dinamika Pendidikan</dc:rights>
</oai_dc:dc>