Research and Community Service Partner Satisfaction Survey

DOI

10.2991/978-2-38476-008-4_159How to use a DOI?

Keywords

LPPM Universitas Negeri Surabaya; Partner satisfaction; Servqual; Community service

Abstract

LPPM Universitas Negeri Surabaya’s main responsibility is providing services for research and community service at Universitas Negeri Surabaya. The program has a strong commitment to satisfying all stakeholders, one of which is a Research and Community Service (PKM) partner. The present study aimed to determine the quality of partner satisfaction with LPPM Research and PKM services in 2021. This study used a quantitative method with a cross-sectional survey. There were 81 respondents who were willing to fill out the questionnaire. The service quality was measured using a Servqual questionnaire with a four-point Likert scaling method developed by Universitas Negeri Surabaya Quality Assurance Unit. The data obtained were analysed using gap analysis, level of conformity, and Importance Performance Analysis (IPA). In the research partner satisfaction survey, the dimension with the largest negative gap was Tangible (transparent), namely the ease of obtaining information on research collaboration with Universitas Negeri Surabaya with a gap value of −0.24. With a suitability rate of 93.55%. From the IPA analysis, there are three factors that need to be prioritized which are considered urgent and main, namely (1) Easing of obtaining information on research collaboration with Universitas Negeri Surabaya; (2) Availability of services to support collaborative research, administration, and information needs services on-line and offline accurately and satisfactorily; and (3) Easing of management services in research collaboration. In the PKM partner satisfaction survey, the dimension with the largest negative gap is Tangible, namely the ease of obtaining information on PKM cooperation with Universitas Negeri Surabaya with a gap value of –0.18 with a conformity level of 98.65%. From the IPA analysis, the factors required to be more prioritized included the potential for the implementation sustainability of the PKM collaboration with Universitas Negeri Surabaya and the benefits of implementing PKM cooperation with Universitas Negeri Surabaya.

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.

Download article (PDF)

TY  - CONF
AU  - Amalia Ruhana
AU  - Imami Arum Tri Rahayu
PY  - 2023
DA  - 2023/03/19
TI  - Research and Community Service Partner Satisfaction Survey
BT  - Proceedings of the International Joint Conference on Arts and Humanities 2022 (IJCAH 2022)
PB  - Atlantis Press
SP  - 1478
EP  - 1488
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-008-4_159
DO  - 10.2991/978-2-38476-008-4_159
ID  - Ruhana2023
ER  -