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Perceived Service Quality in Indonesian Higher Education: A Test of EDUQUAL Model

Dinamika Pendidikan · Vol. 21 No. 1 (2026) · pp. 1–12

DOI
10.15294/dp.v21i1.34467
ISSN
2502-5074, 1907-3720
Published
2026-06-29
Publisher
Economics Education Department Universitas Negeri Semarang
Language
eng

Abstract

This study aims to evaluate educational service quality at a state university in Indonesia by applying the EDUQUAL model, a framework explicitly tailored for higher education. By integrating the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA), this research assesses overall student satisfaction and delineates specific improvement priorities. A quantitative descriptive approach was employed, surveying 337 undergraduate students. Data were gathered through a structured questionnaire covering five EDUQUAL dimensions: Learning Outcomes, Responsiveness, Physical Facilities, Personality Development, and Academic. Construct validity and reliability were rigorously confirmed via Confirmatory Factor Analysis (CFA). The empirical results yielded a CSI score of 71%, reflecting a satisfactory level of perceived service quality among students. Nevertheless, the IPA matrix revealed that Responsiveness and Physical Facilities are critical priorities requiring immediate institutional intervention to resolve communication delays and infrastructure deficits. Academic and Learning Outcomes dimensions performed optimally and warrant maintenance. Ultimately, this study demonstrates that integrating EDUQUAL with CSI and IPA provides actionable insights for strategic decision-making in university management.

Keywords

Collaboration network of the authors

28 authors · 73 co-authorship links

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • State University of Semarang
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Fathur RokhmanState University of Semarang4
Eko HandoyoAffiliation unknown4
Joko WidodoAffiliation unknown3
Angga Pandu WijayaAffiliation unknown3
Syakila MaulidaAffiliation unknown3
Amanda Dewi PuspitaAffiliation unknown3
Angga WijayaAffiliation unknown2
Liza Dwi AnggraeniAffiliation unknown2
Syaefa Habsyah Nur MaulidaAffiliation unknown2
Angga Dwi ArdiantoAffiliation unknown2
Ismiyati IsmiyatiAffiliation unknown1
Aan IkhsanantoAffiliation unknown1
Nina FarlianaAffiliation unknown1
RusdartiAffiliation unknown1
Radini SintaAffiliation unknown1
Moh. UyubAffiliation unknown1
Dian Fithra PermanaAffiliation unknown1
SuharjaAffiliation unknown1
Edy SuryantoAffiliation unknown1
Muhammad Nukha MurtadloAffiliation unknown1
Yohana Endang TrirahayuAffiliation unknown1
Tafriyadhur Risa BillahAffiliation unknown1
Heni Agus PurwantiAffiliation unknown1
Asrori AsroriAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/DP/oai, first harvested 5 Nov 2026, last seen 5 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">Perceived Service Quality in Indonesian Higher Education: A Test of EDUQUAL Model</dc:title>
	<dc:creator xml:lang="en">Raharjo, Teguh Hardi</dc:creator>
	<dc:creator xml:lang="en">Oktarina, Nina</dc:creator>
	<dc:creator xml:lang="en">Permana, Dian Fithra</dc:creator>
	<dc:creator xml:lang="en">Kinaryosih, Pingkan Anggia </dc:creator>
	<dc:subject xml:lang="en">EDUQUAL; Higher Education; Importance-Performance Analysis; Perceived Service Quality; Student Satisfaction </dc:subject>
	<dc:description xml:lang="en">This study aims to evaluate educational service quality at a state university in Indonesia by applying the EDUQUAL model, a framework explicitly tailored for higher education. By integrating the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA), this research assesses overall student satisfaction and delineates specific improvement priorities. A quantitative descriptive approach was employed, surveying 337 undergraduate students. Data were gathered through a structured questionnaire covering five EDUQUAL dimensions: Learning Outcomes, Responsiveness, Physical Facilities, Personality Development, and Academic. Construct validity and reliability were rigorously confirmed via Confirmatory Factor Analysis (CFA). The empirical results yielded a CSI score of 71%, reflecting a satisfactory level of perceived service quality among students. Nevertheless, the IPA matrix revealed that Responsiveness and Physical Facilities are critical priorities requiring immediate institutional intervention to resolve communication delays and infrastructure deficits. Academic and Learning Outcomes dimensions performed optimally and warrant maintenance. Ultimately, this study demonstrates that integrating EDUQUAL with CSI and IPA provides actionable insights for strategic decision-making in university management.</dc:description>
	<dc:publisher xml:lang="en">Economics Education Department Universitas Negeri Semarang</dc:publisher>
	<dc:date>2026-06-29</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
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	<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/34467</dc:identifier>
	<dc:identifier>10.15294/dp.v21i1.34467</dc:identifier>
	<dc:source xml:lang="en">Dinamika Pendidikan; Vol. 21 No. 1 (2026); 1-12</dc:source>
	<dc:source>2502-5074</dc:source>
	<dc:source>1907-3720</dc:source>
	<dc:source>10.15294/dp.v21i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/DP/article/view/34467/10087</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Dinamika Pendidikan</dc:rights>
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