Capturing Stakeholder Needs: A Case Study about Satisfaction Survey Follow-Up in The University.
Dwi Narullia, Dhika Maha Putri, Fitri Purnamasari, Sheila Febriani Putri,

Universitas Negeri Malang

Abstract

In order to maintain the stability of stakeholder trust, universities as one of the entities engaged in the service sector must be able to provide the best public services. Improving the quality of public services is important for institutions to gain better control over themselves. In addition, a service product must also pay attention to the quality it has, whether it is in accordance with the expectations and desires of the stakeholders. One of the efforts to maintain and improve public services is through a satisfaction survey. The inputs and suggestions obtained from the survey results should be followed up by improving the management of higher education institutions. This study aims to narrate stakeholder perceptions of the follow-up to the results of the satisfaction survey conducted by universities. Informants in this study are stakeholders at universities in Indonesia who have good ratings in public services, especially in terms of information disclosure. The research uses a qualitative method with a case study approach that utilizes primary data in the form of interviews. Based on the results of the study, it can be seen that stakeholders have a positive perception of the satisfaction survey conducted by universities. The survey is considered sufficient to accommodate inputs and suggestions given by stakeholders. However, only a small percentage of stakeholders felt that there was adequate follow-up or feedback on the results of the satisfaction survey. This is because stakeholders feel that there has been no significant change in management even though they have been given input through a satisfaction survey.

Keywords: University, Stakeholder, Satisfaction Survey, Follow-up

Topic: Management of Education