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All Journal Dinamika Pendidikan
Pingkan Anggia Kinaryosih
Universitas Negeri Semarang
Economics, Econometrics & Finance

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Perceived Service Quality in Indonesian Higher Education: A Test of EDUQUAL Model Teguh Hardi Raharjo; Nina Oktarina; Dian Fithra Permana; Pingkan Anggia Kinaryosih
Dinamika Pendidikan Vol. 21 No. 1 (2026)
Publisher : Economics Education Department Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/dp.v21i1.34467

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.
Co-Authors Dian Fithra Permana Nina Oktarina Teguh Hardi Raharjo