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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) · pp. 220–233

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

Abstract

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.

Keywords

Collaboration network of the authors

22 authors · 67 co-authorship links

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

  • Sriwijaya University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Novi Rustiana DewiAffiliation unknown2
Teguh Hardi RaharjoAffiliation unknown2
Fitri Maya PuspitaSriwijaya University1
Evi YulizaSriwijaya University1
Oki DwipurwaniAffiliation unknown1
Siti Suzlin SupadiAffiliation unknown1
Ahmad Farhan RamadhanAffiliation unknown1
Ahmad RindartoAffiliation unknown1
Isfie Sallsa BillaAffiliation unknown1
Aditya Kurniawan EffendiAffiliation unknown1
Anna Kania WidiatamiAffiliation unknown1
Nurul Silva LestariAffiliation unknown1
Galih KartikasariAffiliation unknown1
Anton Eko SatrioAffiliation unknown1
Androw Mikhov SionAffiliation unknown1
Nori HariyenAffiliation unknown1
Sugianur SugianurAffiliation unknown1
Anita AnitaAffiliation unknown1
Agus WahyudinAffiliation unknown1
Arsi ArsiAffiliation 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">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>