Performance Analysis of Administrative Staff at the Faculty of Social and Political Sciences Universitas Negeri Yogyakarta Using the Customer Satisfaction Index and Importance Performance Analysis

Perdaning Widyanti (Yogyakarta State University)
Aprilianti Wulandari (Fakultas Ilmu Sosial dan Ilmu Politik Universitas Negeri Yogyakarta)
Triyanto (Fakultas Ilmu Sosial dan Ilmu Politik Universitas Negeri Yogyakarta)
Alnico Imam Nugroho (Universitas Negeri Yogyakarta)
Shahzeb (Universitas Negeri Yogyakarta)

Jurnal Akuntabilitas Manajemen Pendidikan
Vol. 14 No. 1 (2026): April

This study aims to analyse the performance of educational staff at Yogyakarta State University (UNY) using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. Data was collected through questionnaires from 391 student respondents from various study programmes. The CSI calculation results showed a satisfaction level of 75.46%, which falls into the satisfied category. The IPA analysis identified service indicators that need to be prioritised for improvement, particularly in terms of supporting facilities and access to library collections. Overall, the performance of educational staff is considered good but still requires improvement in certain aspects to align with student expectations.