Multi-Level Assessment of Administrative Service Satisfaction in an Indonesian University: Evidence from 38 Services
DOI:
https://doi.org/10.62712/juribmas.v5i2.1693Keywords:
public service satisfaction, higher education administration, community satisfaction index, service quality, multi-level assessmentAbstract
Administrative units shape the daily experience of academics, yet their performance is seldom evaluated from the users' viewpoint. This study measured user satisfaction with 38 services of the General and Financial Bureau of an Indonesian public university in 2026 and identified improvement priorities. A cross-sectional online survey with branching questions collected data from 173 respondents (48.3% lecturers, 40.7% administrative staff), who rated only services used in the previous 12 months on the nine elements of the national satisfaction index. Scores were aggregated at service, work-unit, and bureau levels and complemented by a priority matrix and thematic coding. The bureau obtained an index of 3.235 (80.88 on a 25–100 scale; grade B, good), with work-unit scores of 78.29–82.26. Cost/tariff was the strongest element (3.347), whereas completion time (3.147), procedures (3.175), and facilities (3.195) were weakest; 64.2% of respondents prioritized facilities. Ten of the fifteen highest-priority services belonged to the household affairs unit. A tiered action plan is proposed
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