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All Journal Progresiva : Jurnal Pemikiran dan Pendidikan Islam JPEKA: Jurnal Pendidikan Ekonomi, Manajemen dan Keuangan RESEARCH AND DEVELOPMENT JOURNAL OF EDUCATION (RDJE) Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara Edusentris: Jurnal Ilmu Pendidikan dan Pengajaran Journal of Office Administration : Education and Practice KIC Journal of Research and Educational Research Evaluation
Muaddab, Hafis
Universitas Negeri Malang
Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Enhancing Student Satisfaction Through Service Excellence in Higher Education Administration: A Qualitative Case Study Muhammad Wahyu Ariyanto; M Fahmi Zakariyah; Hafis Muaddab; Khudrotun Nafisah
Journal of Office Administration : Education and Practice Vol. 6 No. 1 (2026): May
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/joaep.v6n1.p64-83

Abstract

This study explores service excellence strategies in improving the quality of educational administrative services to support student satisfaction at Universitas Negeri Surabaya. Using a qualitative case study approach, data were collected through in-depth interviews, direct observation, and document analysis involving administrative leaders, administrative staff, and students. The findings reveal that service quality improvement is implemented through several strategic dimensions, including service responsiveness, administrative standardization, staff professionalism, complaint management optimization, and digital transformation. These strategies contribute significantly to improving administrative efficiency, communication transparency, institutional trust, and students’ overall service experiences. The study further demonstrates that student satisfaction is influenced not only by procedural outcomes but also by interpersonal interactions such as empathy, responsiveness, and staff willingness to provide assistance. In addition, the findings indicate that challenges in service quality improvement include resistance to organizational change, limited human resources, inconsistent inter-unit coordination, and infrastructure constraints. The study reinforces the relevance of service excellence and SERVQUAL perspectives in higher education administration while highlighting the importance of sustainable institutional commitment, digital governance, and student-centered service culture. This research provides practical insights for higher education institutions in developing effective administrative service improvement strategies to strengthen educational quality and institutional competitiveness.
Co-Authors Aulia Martha, Jefri Ayu Anindya, Anastasia Heri Pratikto Khudrotun Nafisah Khudrotun Nafisah M Fahmi Zakariyah Martha, Jefry Aulia Muhammad Wahyu Ariyanto Wening Patmi Rahayu Zunitasari, Ika Zutiasari, Ika