Development of quality of educational service model based on student satisfaction inventory (a case study at Bali State Polytechnic)
The aim of the present study was three-fold: (i) to determine the level of student satisfaction on the quality of educational services offered by Bali State Polytechnic (BSP) based on Student Satisfaction Inventory, (ii) to design an appropriate strategy to improve the quality of educational services in BSP, and (iii) to develop an appropriate educational service quality model for BSP. The participants were 421 students recruited using Stratified Proportional Random Sampling technique. The data were analyzed with the help of descriptive statistics, Importance Satisfaction Matrix, and Pattern Matching. It was found that the level of student satisfaction on the quality of educational services offered by BSP was in the category of "satisfied" with the average score of 2.78, quite far below the target stated in the 2017 BSP Strategic Plan, which is 3.3. This finding suggests that BSP authorities should increase Wi-Fi bandwidth within the campus, improve routine maintenance of campus facilities and infrastructure, provide training on service excellence for administrative staff, update course materials in accordance with the advancement of science and technology, simplify the administrative process of applying for the cover letter needed for on-the-job training and research, provide some communication channel to accommodate students’ suggestions and complaints, make ID card for administrative staff and lecturers.