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All Journal Jurnal Pedagogi dan Pembelajaran Journal of Office Administration : Education and Practice
M Fahmi Zakariyah
Universitas Negeri Surabaya
Education 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.
Strengthening Local Culture through Informal Education in the Era of Society 5.0 wiwin yulianingsih; Sjafiatul Mardliyah; Ali Yusuf; Diana Rahmasari; Frimha Purnamawati; Ganes Gunansyah; M Fahmi Zakariyah
Jurnal Pedagogi dan Pembelajaran Vol. 8 No. 3 (2025): October
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jp2.v8i3.102302

Abstract

In the era of Society 5.0, the preservation of local culture faces serious challenges due to the rapid flow of modernization and digitalization. This condition demands an adaptive value transmission strategy to prevent cultural identity from being eroded by developments. This study aims to analyze the role of informal education in strengthening local culture amidst the dynamics of modern society. The study used a qualitative approach with a case study design. Data were collected through participant observation, in-depth interviews with 15 informants, and documentation, and analyzed using the Miles and Huberman model. The subjects of this study were traditional leaders, village elders, parents, local youth, and participants in religious rituals. The results show that informal education takes place actively through family roles, involvement in traditional rituals, and intergenerational collaboration. Cultural values are inherited naturally through social practices without relying on the formal education system or digital technology. These findings confirm that community-based informal education is highly effective in maintaining cultural identity and building social resilience. The implications of this study provide a basis for developing contextual educational strategies relevant to the challenges of the digital era and modernization.
Co-Authors Ali Yusuf Diana Rahmasari Frimha Purnamawati Ganes Gunansyah Khudrotun Nafisah Muaddab, Hafis Muhammad Wahyu Ariyanto SJAFIATUL MARDLIYAH Wiwin Yulianingsih