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Capturing Stakeholder Needs: A Case Study About Satisfaction Survey Follow-Up in the University

In: Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)

Author

Listed:
  • Dwi Narullia

    (Universitas Negeri Malang, Faculty of Economic)

  • Dhika Maha Putri

    (Universitas Negeri Malang, Faculty of Economic)

  • Fitri Purnamasari

    (Universitas Negeri Malang, Faculty of Economic)

  • Mohd. Rizal Palil

    (Universiti Kebangsaan Malaysia, Faculty of Economics and Management)

Abstract

This study aims to narrate stakeholder perceptions of the follow-up to university satisfaction survey results. 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 interviews. Based on the study results, 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 adequate follow-up or feedback on the satisfaction survey results. 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.

Suggested Citation

  • Dwi Narullia & Dhika Maha Putri & Fitri Purnamasari & Mohd. Rizal Palil, 2023. "Capturing Stakeholder Needs: A Case Study About Satisfaction Survey Follow-Up in the University," Advances in Economics, Business and Management Research, in: Nurafni Eltivia & Nur Indah Riwajanti & Kartika Dewi Sri Susilowati (ed.), Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021), pages 227-233, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-026-8_26
    DOI: 10.2991/978-94-6463-026-8_26
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