Government-Owned Higher Education Governance: An Analysis of Student Satisfaction Using Servqual at Universitas Brawijaya

Abd. Qadir Muslim (Brawijaya University)
Recsatasha Sigiyuwanta (Brawijaya University)

Journal of Governance
Volume 11 Issue 1: (2026)

This research is motivated by the value of the Community Satisfaction Index of the Faculty of Administrative Sciences, Universitas Brawijaya (FIA UB), which shows the quality of service, which tends not to show a significant increase over the last five years. In addition, there were findings of complaints from students of the Department of Public Administration FIA UB related to the academic administration services presented. Customer or student satisfaction is one of the important factors to assess the quality of the services presented. The objectives of this study are 1) to find out and analyse the level of student satisfaction with the quality of SERVQUAL-based academic administration services and 2) to identify and analyse the dimensions of service quality that are considered important by students to map the priorities for improving SERVQUAL-based academic administrative services in the Department of Public Administration FIA UB. This study uses a type of descriptive research with a quantitative approach. Meanwhile, the method used in this study uses a survey method. Data collection was carried out by distributing questionnaires with SERVQUAL dimension-based instruments. The data analysis technique in this study uses descriptive analysis and Importance Performance Analysis, which is processed using the SPSS 25 programme. The results of this study show that 1) The level of student satisfaction with the quality of academic administrative services of the Department of Public Administration FIA UB is in the category of 'very satisfied' with a percentage of 85.1%. 2) The dimension of service quality that is considered important by students and is a priority for service improvement is 1) The reliability dimension related to procedures, information, and timeliness of service completion. 2) The responsiveness dimension is related to responsiveness, feedback, and tolerance of officers. The results are shown by both dimensions occupying quadrant 1 on the Importance Performance Analysis diagram.