The Students Satisfaction Oriented: Academic Service Improvement Strategy, Department of Aquatic Resources Management, Bogor Agricultural University, Indonesia

Abstract

Higher education institutions must have a strategy change management in the increasingly competitive business environment. A continous performance improvement should be made accordingly. This study was conducted with the case of MSP-IPB, to analyze the priority of academic services improvement which were oriented in student satisfaction. This study used a survey design. Conducted using SERVQUAL instrument with 195 active students of undergraduate program in academic year 2014/2015 as respondents. Principal component analysis (PCA) was used to assess the SERVQUAL dimension that was most important to address to enhance students" satisfaction with MSP-IPB. The finding of this study suggest that the academic service performance of MSP-IPB needs to be improved because it shows negative gap value for all service quality attributes. Priority in changes management performed is to focus on internal factors of MSP-IPB. Recommendations change management strategy as follow to make service standards for the overall education services, to build customer relationship management (CRM) system, to build the capacity of MSP-IPB through the principles of good university governance, improvement of contents curriculum, teaching materials, and changes in teaching methods and to reallocate the resources that can support the success of improving the quality of education services provided. Results from this study indicate that the university management must make changes and improvements oriented student satisfaction for facing the era of globalization and increasingly severe business challenges in the present and in the future.

Influence of Auditor Competency in Using Information Technology on the Success of E-audit System Implementation

“…Competencies are technical and non-technical factors such as personality and behavior, soft skills and hard skills that are owned by someone. Based on the opinions of several experts (Adedoyin & Okere, 2017;Bailey, 2003;Barac, et al, 2016;Blunt, 2014;BPKP, 2010;Gambari, Shittu & Taiwo, 2016;Frima & Ghina, 2017;Chen et al, 2017;Levina et al, 2017;Khrulyova & Sakhieva 2017;Mohammed, Joshua & Ahmed, 2018;Omarova et al, 2018;Nyarko, Agbemava, & Bediako, 2016;Sanghi, 2007;Spencer & Spencer, 1993;Tuanakotta, 2011;Widaryanti, Daryanto, & Fauzi, 2016;Zandi & Elwahi, 2016), it was concluded that Auditor Competencies include knowledge, skill, ability, suitability of personal behavior possessed to be able to perform his / her duties with good and objective results.…”

Investigating Readiness for Acceptance of Change for the Adoption of Blackboard LMS at Prince Sattam Bin Abdulaziz University, Saudi Arabia

“…An institution which faces rapid changes has the choice of adapting to change or opposing the change. For implementation of change successfully, readiness for change helps to avoid inter personal conflicts and issues of governance in the organization (Armenakis et al, 1993;Garrison et al, 2006;Andersen, 2008;Widaryanti et al, 2016;Yanga and Yenb, 2016). A major challenge in the implementation of change is also felt when a few individuals categorize change as positive or negative.…”

The Major Minor Curriculum Application in Preparing the Communication Science and Community Development Graduates to the World of Work: Graduates Perception (Case Study in Bogor Agricultural University, West Java, Indonesia)

“…If the SERVQUAL score < 0, meaning that the expectation of service users remain unfulfilled by services provided. This matter also occurs in researches conducted by Voss et al (2007); Kontic (2014) and Widayanti (2016) suggested quality gap value for the whole service quality dimensions scored negative. Besides that, the result of research by Bangun (2013) indicates the whole variable scored negative gap value.…”

“…If the SERVQUAL score < 0, this means that the services provided have not fulfilled the expectation of service users. This result also occurred in Voss et al (2007); Kontic (2014); Widayanti (2016) which was suggested that the quality gap value in all service quality dimensions scored negative. Moreover research by Bangun (2013) also presented that the overall variables possessed a negative gap value.…”