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All Journal International Journal of Emerging Research and Review
Arifah, Ika Dyah Candra
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Perception of Service Quality Academic Community Faculty of Economics and Business, Universitas Negeri Surabaya Trisnawati, Novi; Arifah, Ika Dyah Candra; Yanthi, Merlyana Dwinda; Prakoso, Albrian Fiky; Indrarini, Rachma; Kusumawati, Nunik Dwi; Robbani, Abdullah Azzam
International Journal of Emerging Research and Review Vol. 3 No. 4 (2025): December
Publisher : IKIP Widya Darma Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56707/ijoerar.v3i4.124

Abstract

Objective: Service quality refers to the evaluation or overview of the extent to which a service meets or exceeds customer expectations. Continuous improvement is the most important part of achieving better performance. Of course, stakeholder expectations and desires are increasing and it is necessary to fulfill these needs so that the organization is always fit with the environment. Method: This research is included in quantitative research and uses the Servqual service quality measurement method. Respondents in this study were the Academic Community of the Faculty of Economics and Business, Unesa. Results: The results of this study, namely lecturer services, show that the level of conformity with expectations felt in the responsiveness aspect is 85.95%. Therefore, overall the total conformity between reality and expectations from the lecturer satisfaction survey is 88.85%. The results of the study on student services show that the total conformity between reality and expectations felt by students is based on the average of the mean of the five dimensions of the satisfaction survey, which is 94.63%. The results of educational staff services show that the total conformity between reality and expectations felt by educational staff from the satisfaction survey is 94.99%. This shows that overall the quality of service at FEB Unesa is very good, there are only a few items that need improvement in service improvement. Novelty: The novelty of this research lies in the simultaneous use of the SERVQUAL method to analyze service satisfaction from three main stakeholder groups (lecturers, students, and education staff) in one faculty of higher education.
Evaluation of Internationally Accredited Study Programs through Learning Quality Audits in Maintaining the Quality of Education Indrarini, Rachma; Prakoso, Albrian Fiky; Trisnawati, Novi; Yanthi, Merlyana Dwinda; Arifah, Ika Dyah Candra; Kusumawati, Nunik Dwi; Westermann, Alena
International Journal of Emerging Research and Review Vol. 3 No. 4 (2025): December
Publisher : IKIP Widya Darma Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56707/ijoerar.v3i4.146

Abstract

Objective: This study evaluates internationally accredited study programs through a learning quality audit to ensure the sustainability of educational quality. Method: A qualitative descriptive approach was employed, collecting data through This study employs an audit method using the CIPP evaluation model (context, input, process, and product). Several stages carried out in the evaluation include Preparing the Evaluation Plan, Verifying Data, Processing and Analyzing Data, Providing Interpretation, and Drawing Conclusions.  Results: The results indicate variations in compliance among study programs, where programs that have been accredited show better performance but still face challenges in curriculum restructuring, academic documentation, and international collaboration. Meanwhile, study programs that are in the process of accreditation have greater weaknesses, particularly related to evidence-based accreditation and follow-up mechanisms. This audit emphasizes the importance of continuous improvement, strengthening internationalization, and systematic documentation. Novelty: This research refers to two international accreditation monitoring simultaneously, namely AQAS and Acquin.
Co-Authors Albrian Fiky Prakoso Kusumawati, Nunik Dwi Merlyana Dwinda Yanthi Novi Trisnawati Rachma Indrarini Robbani, Abdullah Azzam Westermann, Alena