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

Dwi Narullia, Dhika Maha Putri (), Fitri Purnamasari and Mohd. Rizal Palil
Additional contact information
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

A chapter in Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021), 2023, pp 227-233 from Springer

Abstract: 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.

Keywords: University; Stakeholder; Satisfaction survey; Follow-up (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-026-8_26

Ordering information: This item can be ordered from
http://www.springer.com/9789464630268

DOI: 10.2991/978-94-6463-026-8_26

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().