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

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

Authors
Dwi Narullia1, Dhika Maha Putri1, *, Fitri Purnamasari1, Mohd. Rizal Palil2
1Faculty of Economic, Universitas Negeri Malang, Malang, Indonesia
2Faculty of Economics and Management, Universiti Kebangsaan Malaysia, Selangor, Malaysia
*Corresponding author. Email: dhika.maha.fe@um.ac.id
Corresponding Author
Dhika Maha Putri
Available Online 10 December 2022.
DOI
10.2991/978-94-6463-026-8_26How to use a DOI?
Keywords
University; Stakeholder; Satisfaction survey; Follow-up
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.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
10 December 2022
ISBN
10.2991/978-94-6463-026-8_26
ISSN
2352-5428
DOI
10.2991/978-94-6463-026-8_26How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Dwi Narullia
AU  - Dhika Maha Putri
AU  - Fitri Purnamasari
AU  - Mohd. Rizal Palil
PY  - 2022
DA  - 2022/12/10
TI  - Capturing Stakeholder Needs: A Case Study About Satisfaction Survey Follow-Up in the University
BT  - Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)
PB  - Atlantis Press
SP  - 227
EP  - 233
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-026-8_26
DO  - 10.2991/978-94-6463-026-8_26
ID  - Narullia2022
ER  -