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GENERAL MANAGEMENT

Learning Process in Improving the

Quality of Learning in Education
Environment
I Gusti Ayu Ketut GIANTARI1, Tjokorda Gde Raka SUKAWAT2, Ni Nyoman Kerti YASA3,
Made SETINI4*
123Faculty of Economic and Business, Udayana University, Bali, Indonesia
4Faculty of Economic and Business, Warmadewa University, Bali, Indonesia. E-mail: Setini@Warmadewa.ac.id
* Corresponding Author

Received: 10.02.2022 Accepted: 18.03.2022 Published: 01.04.2022 DOI: 10.47750/QAS/23.187.04

Abstract

Stakeholder satisfaction with the supply chain management system is an important factor in improving the
performance of the undergraduate program in management in the Faculty of Economics and Business, Udayana
University in Indonesia. Complaints submitted by stakeholders including students, alumni, and users of graduates /
professional fields are an improvement for the Bachelor of Management Program to continue to improve in order to
improve service performance with a planned design and system that implements the SCM strategy. This study aims
to explain stakeholder satisfaction with the services of the S1 Management Study Program FEB Udayana
University. The research was conducted at the Bachelor of Management Study Program, Faculty of Economics and
Business, Udayana University. The sample consisted of 289 students, 116 alumni, 53 people and 17 users of
graduates / professional fields in the world of work. The data technique uses a questionnaire and the sample is
taken using non-probability sampling, namely the ease of sampling using the sample taken to obtain data. The data
analysis technique used a Cartesian Diagram (Interest-Performance Matrix). The results of this study indicate that
stakeholders are satisfied with the service quality of the undergraduate program in the management of FEB
Udayana University, where the level of conformity (comparison between performance and interest) of students is
83.19%, alumni 87.74%, lecturers 87.67% and users. 99.05% graduates. The Cartesian Diagram shows the four
stakeholders, most of the research variables show satisfaction in the dimensions of service quality, but there are
several variables that are not satisfied, especially for the physical facilities and facilities and infrastructure on the
Bukit Campus. The implication of this research result is important for the Faculty to implement the SCM strategy
system and pay attention to the physical facilities and infrastructure at the Bukit Jimbaran Campus.

Keywords: SCM Strategy, Stakeholder Satisfaction, Quality of Learning, Education Environment

include seminars to inform the advantages of the program that

1. Introduction
The development of the world of education is so fast, it can
be seen that more and more services are offered by both the
government and the private sector (Mashenene et al., 2019;
Prifti et al., 2017; Sardar et al., 2016; Mirici & Sari, 2021). The
Bachelor of Management study program is one of the study
programs in the Faculty of Economics and Business, Udayana
University in Indonesia, with quite a lot of enthusiasts. The
interest of prospective students to study in the Management
program is very high every year but it is not supported by an
increase in the number of students as a whole (student body).
Based on data from the Academic Section of Udayana
University in 2019 the number of students has decreased by an
average of 6.31% each year while the number of registrants is
very high, what is the reason? From the pre-survey to 30
students and also the results of a program meeting by the
management student association with the head of the
management program, there were several complaints
submitted by students, in the form of infrastructure, books in
the incomplete library, wifi facilities, unclean toilets, the
learning process. The quality of the service of course affects
the satisfaction of stakeholders including: students, alumni,
staff and graduate users (Williamson, 2021; Ali et al., 2016).
Several important factors in improving service quality
has been carried out, collaboration with stakeholders who
support the program, and whatever guarantees of comfort and
information for students studying in the program (Warsen et al.,
2018; Widiyanti et al. ., 2017). This is related to the
stakeholders in the program and the quality assurance
provided to establish sustainable cooperation with
stakeholders. Therefore, a fast business strategy is needed in
building a management system, namely through a supply chain
strategy for stakeholders including: students, alumni, and
educators.
Based on the objectives of service quality, supply chain
management is meant for key management systems in
determining customer satisfaction as stated earlier, which
states that the dimensions of service quality and layout,
responsiveness, customization, and assurance have a positive
and significant effect on satisfaction with business strategies
(Peridawaty et al. al., 2021; Ardani et al., 2017; Fernandes et
al., 2017; Galeeva, 2016), stated that management
management by implementing a business strategy based on
RBV theory, to build a business that leads to resources at the
level of efficiency, satisfaction, system availability, privacy has
a positive and significant effect on customer satisfaction and
trust. Sarrico & Rosa (2016), also stated that service quality
and value understood by customers have a positive and
significant effect on customer satisfaction. So this research

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applies the SCM business strategy system to build
stakeholders in improving service quality with design and
planning (Bastas & Liyanage, 2018). Based on empirical
studies and theories, the implications of this research are to
gain public trust in choosing management education based on
good service quality.
2. Literature Review
2.1 Quality Dimensions
The concept of service quality is a revolution as a whole,
permanently in changing the perspective of humans in carrying
out or pursuing their efforts related to dynamic, ongoing,
continuous processes in fulfilling hopes, wants and needs
(Rehman, 2016). Service quality can be defined as the level of
mismatch between consumer expectations and desires with
the level of consumer thought (Gupta & Kaushik, 2018).
Customer satisfaction can be built through service quality in
accordance with the perception of the customer. The
dimension of service quality is one aspect of seeing or
assessing the quality of services provided to consumers. There
are five dimensions in determining service quality (Widiyanti et
al., 2017; Fernandes et al., 2017; Ali et al., 2016), namely:
Reliability, Responsiveness, Assurance, Empathy, Tangibles.
2.2 Gaps in Service Quality
Consumer satisfaction in education research is felt by
stakeholders who will be fulfilled by consumers in the process
of service delivery from service providers to consumers
according to what is perceived (Prifti et al., 2017). In the
context of product quality (goods and services) and
satisfaction, a consensus has been reached that stakeholder
expectations have a bigger role as a standard of comparison in
evaluating quality and customer satisfaction (Mashenene et al.,
2019; Sardar et al., 2016). The difference in the way of
conveying what consumers perceive will create a gap. The
service company, wherever possible, always monitors the gap
between the quality of the service produced and the
expectations of consumers / stakeholders, so that it can
provide anything that is strong in the company's position in the
eyes of consumers. The SERVQUAL (Service Quality) model
or what is often referred to as the gap model analysis can be
used as expectations and performance (Galeeva, 2016).
According to Gupta & Kaushik, 2018, the embankments that
arise include five levels that are considered (gap),: (1) Gap 1:
Gap between consumer expectations and management
perceptions, (2) Gap 2: Gap between management perceptions
of consumer expectations and quality specifications services,
(3) Gap 3: Gap between service quality specifications and
services provided, (4) Gap 4: Gap between actual service
delivery and external communication to consumers, (5) Gap 5:
Gap between expected service and actual service accepted by
consumers.
The service quality measurement model in the SERVQUAL
model is designed to measure customer expectations and
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perceptions as well as gaps in the five service quality
dimensions. Measurement of Service Quality can be calculated
by assessing the assessment which is reduced by the
expectation score (Kasiri et al, 2017).
2.3 Concept of Stakeholders Satisfaction
Customer satisfaction according to Razak & Nayan (2020),
feelings of pleasure or disappointment that arise after
comparing the performance (results) of the product that are
thought of against the expected performance (or results). In
this study, consumer satisfaction is aimed at stakeholders
which contain the dominant factor that affects customer
satisfaction (stakeholders) is the quality of service. According
to Ismail & Yunan (2016), customer satisfaction is the level of a
person's feelings after comparing the performance or
perceived results compared to his expectations. Aka et al
(2016); Ardani et al., (2019), define that the value received by
customers is the difference between the total value received
and the total cost of the customer. Total value for customers is
a collection of benefits that are expected to be obtained from a
particular product or service (Kasiri et al., 2017). The total
benefits felt by stakeholders are a collection of sacrifices that
are expected to occur in evaluating, obtaining, and using a
product or service.
2.4 Stakeholders Satisfaction Measurement
with SCM Strategy
The factors that influence stakeholder satisfaction
according to Khoo et al., (2017) to determine the level of
customer satisfaction, there are 5 attribute dimensions,
including: product quality, service quality, emotional, price, and
cost. Measurement of customer satisfaction involves matters
relating to expectations of something and the facts accepted by
consumers. There are several methods to measure customer
satisfaction which in the SCM strategy the five dimensional
attributes have a chain that is related to their respective
advantages, such as a complete unit such as the benefits that
are felt after using a product and the effect of reuse (Putra et
al., 2020). Based on this, stakeholder satisfaction needs to be
tracked for satisfaction standards, with the SCM Strategy which
refers to the design, planned and control of the service system
(Peridawaty et al., 2021).
Ismail & Yunan, (2016) stated that four methods to
measure customer satisfaction in this study were adopted for
stakeholder satisfaction, namely: complaint and suggestion
systems, customer satisfaction surveys, ghost shopping and
analysis of missing customers. Razak & Nayan, (2020);
Nunkoo et al., (2017) state that the importance-performance-
analysis which is widely used in measuring the level of
customer satisfaction is based on elements of expectations for
something that is in the interests of consumers and suppliers-
accepted by consumers. Analysis of the level of satisfaction
with SCM strategy, is carried out by plotting the average value
of interest and the average value on the Cartesian diagram as
follows:
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Figure 1: Diagram of Expectations and Reality Analysis (Souce: by authors)
(1) Quadrant A: In this position, if viewed from the
consumer's interest, the product attributes are at a high level,
but when viewed from their satisfaction, consumers feel a low
level, so that consumers feel that these attributes are
improved.
(2) Quadrant B: In this ranking, if viewed from the
consumer's interest, the product attributes are at a high level,
and seen from their satisfaction, consumers also feel a high
level.
(3) Quadrant C: In this position, if viewed from the
consumer's interest, product attributes are less important, but if
seen from the level of satisfaction, the satisfaction is quite
good. However, consumers ignore the attributes that lie in this
position.
(4) Quadrant D: In this position, if it is seen from the
interests of consumers, product attributes are less important,
but when viewed from the level of satisfaction, consumers are
very satisfied.
This research is based on the RBV theory to manage
strategies with a supply chain management system so that
every dimension of service quality can be felt directly to
stakeholders (Tarofder et al., 2019; Zhukov et al., 2019; Setini
et al., 2021). The SCM system is also accommodated by
management management for educational businesses that
prioritize related management, including facilities and
infrastructure, measuring teaching materials, academic work,
clarity of vision and mission with graduate results and
professionalism in management in the world of work
(Peridawaty et al., 2021). The overall dimensions built on
service quality from phenomena and gaps are then important
to analyze with a hypothesis: the importance of stakeholder
satisfaction analysis with the SCM strategy method to improve
the service quality of the undergraduate management program,
faculty of economics and business, Udayana University.
3. Methods
Research design
This research is a descriptive study based on qualitative
data with the data collection process using a perceptual
Figure 2: Formula Data Analysis
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approach to facilitate measurement. The analytical tool used in
data analysis is the Performance Interest Diagram (Cartesian
Diagram). The sampling technique used was non-probability
sampling.
Participants
This type of data uses primary data obtained by means of
interviews and questionnaires with student respondents,
alumni, lecturers and users as well as the Head of the
Management S1 Study Program. Secondary data is data on
the number of students, the number of lecturers and the
number of alumni at the undergraduate management program
of the Faculty of Economics and Business, Udayana
University, Indonesia in 2019.
Data collection tools
The data collection technique used is a questionnaire and
observation method. Data collection is carried out
simultaneously in one stage (one short study) or across
sections through a questionnaire. conducted at the Bachelor of
Management Study Program, Faculty of Economics and
Business, Udayana University in Indonesia. Measurement of
data in this study using a Likert scale.
Data analysis
Testing research instruments is carried out by testing
validity and reliability testing. Descriptive analysis is intended to
determine the characteristics and responses of respondents to
the question items on the questionnaire (Pallant, 2020; Gunst
& Mason, 2018). Then tested by inferential statistical analysis.
Gradations from the level of expectations (interests) of
students, alumni and users of the measurement use a Likert
scale with 5 categories, namely from very good to bad (with a
value of 5 to 1) while the gradation of interest in analyzing the
level of customer satisfaction, then the data needs to be
converted into an interval form using the method. Successive
Interval Based on the interval value, then the average value is
calculated for each question concerning both expectations and
reality, using the following formula.
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4. Research result
This study involved 289 student samples, most of the
student respondents were female, namely as many as 153
people or 53 percent, with the age group, respondents were
dominated by the 20-21 year age group of 69%. Based on
student concentration, student respondents were dominated by
Marketing Management Concentration respondents as much
as 49 percent.
Figure 3: Research Concept Framework (source: by author)
In a study using a Cartesian diagram, the comparison
between expectations and reality felt by stakeholders in
increasing satisfaction is divided into several criteria including
gender, age, type of work, the results show that 33 female
lecturers or 62 percent of the respondents are female lecturers.
From the age group, respondents were dominated by
respondents in the 58-63 years age group at 36%. According
to tenure, respondents were dominated by lecturers whose
working period was 30-35 years as many as 24 or 45%.
The number of respondents who used graduates /
professional graduates in the field of management was
dominated by female respondents as many as 12 people or 71
percent with 6 people or 36% of the type of organization that
Figure 4: Cartesian diagram (Source: Analysis of the author's results)
Based on the tabulation of the respondent's answer data, it
shows that 32 a statement regarding the level of performance
obtains a total average value of 3.81 percent and is included in
the criteria with the assessment category from 3.41 to 4.20,
namely agree. Then, the statement on the empathy dimension
with indicators of ease of contacting the head of the
management program, the ability to communicate with
students, the ability of lecturers to serve students offline, tend
to provide clear information about academic affairs online, the
efforts of the program head to know and understand the needs
and desires students, and paying special attention to students
had the highest average score of the other dimensions of 3.97
percent, namely high.
The evaluation of alumni respondents on the service quality
of the undergraduate management program showed that 25
statements regarding the level of performance obtained an
average score of 4.17 percent in the good category. Then, the
statement on the guarantee dimension with indicators of tendik
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The proportion of alumni respondents between men and
women is the same, namely 50 percent. According to the age
group, respondents were dominated by the age group 21-26
years at 96.55%. According to the concentration of
respondents when they were students, alumni respondents
were dominated by respondents with marketing concentration
as many as 61 people or 52%. To facilitate the decision making
of results, a research conceptual framework is made:
did their own business. According to tenure, respondents were
dominated by respondents using graduates / professional
fields of management whose tenure was more than 1 year as
many as 8 people or 47%.
4.1 Description of Respondents' Answers
This research refers to the Cartesian diagram which forms
a coordinate point in increasing stakeholder satisfaction in the
management program of the Faculty of Economics and
Business, Udayana University. The following is the tabulation
of the dimensions of service quality in increasing satisfaction.
skills in serving students, friendliness of tendics in providing
services, competence of lecturers in giving lectures in
accordance with RPS, and competence of lecturers in guiding
theses has the highest average score of other dimensions of
4.36 percent, namely very good.
The respondent's assessment of the management degree
program services in the statement regarding the level of
performance skills obtained an average score of 4.24 percent
with the very good category. Then, the statement on the
empathy dimension with indicators of ease of contacting the
head of the management program, the ability to communicate,
tend to provide clear information about academic affairs, the
efforts of the program head to know and understand the needs
and desires of the lecturer and the head of the program to pay
special attention to lecturers has value. The highest average
from other dimensions is 4.47 percent which is very good. The
respondent's assessment of the alumni service obtained an
average score of 4.69 percent in the very good category. Then,
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the statement of integrity (ethics and morals) and teamwork
has the highest average value compared to other indicators of
4.92 percent which is very good.
4.2 Discussion of Results
In this study, whether an instrument is valid or not can be
Model Summaryb
Model R R Square Adjusted R Square Std. Error of the Estimate
1 ,716a ,641 .527
a. Predictors: (Constant), service quality(the analysis of the authors)
Table 1: r-square test (coefficient of determination)
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta
1 (Constant) 2.172 .048
Stakeholders
.716 .107 .697
Satisfation
Table 2: Partial linear regression test
Dependent Variable: Service Quality (the analysis of the authors)
Significance test is done by comparing the value of r count
0.874 with r table, with a calculation of r table of 0.361. The
results showed that all research instruments had a Pearson
Correlation value greater than 0.361 so that all instruments
were valid. In the reliability test, the Cronbach's Alpha value
obtained was greater than 0.6, so the item was declared
reliable. From the results of the test r count shows the effect of
service quality on stakeholder satisfaction amounted to 52.7%
and the rest is influenced by factors not examined in this study.
4.2.1 Student Satisfaction with Service
Performance Management Undergraduate
Program
The results showed that the level of conformity between the
performance appraisal and the expectation assessment ranged
from 77.42% to 90.93% with an average of 83.19%. This
means that in general students feel quite satisfied with the
service quality of the Faculty of Economics and Business,
University of Udayana. This means that the head of the
program and staff must pay attention and seriously maintain all
dimensions in providing services to students, and if possible to
improve it so that excellent service is achieved, the research
results provide significant evidence that the service
performance dimensions increase stakeholder satisfaction
(students).
4.2.2 Alumni satisfaction with the services of
FEB Management Undergraduate Program
The results of the research on alumni satisfaction with PSM
services can be explained that in general the level of suitability
between performance appraisals and expectations
assessments ranges from 74.27% to 95.34% with an average
of 87.11%. This means that in general the alumni are quite
satisfied with the service quality of the Faculty of Economics
and Business, University of Udayana. This means that the
head of the program and staff must pay attention and seriously
maintain all dimensions in providing services to students, and if
possible to improve it so that excellent service is achieved, the
research results provide significant evidence that the service
dimensions of the study program increase stakeholder
satisfaction (alumni).
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determined by comparing the Pearson product moment
correlation index, namely the method of correlation between
the score of the questions with the total variable score with a
significance level of 5%, which is carried out using a computer
with the SPSS for Windows 24.0 program package. (Pallant,
2020) following test results.
1.4802
Validity and Reliabiality
test
t Sig. correlation ralpha
2.013 .002 .712
.874 .738
3.814 .001
4.2.3 Lecturer Satisfaction Against Services
undergraduate management program
The results of the research on lecturer satisfaction with
PSM services were completely accurate. The results of the
study were based on expectations from 72.15% to 95.40% with
an average of 87.67%. This means that in general they feel
quite satisfied with the service quality of the undergraduate
management program at the Faculty of Economics and
Business, Udayana University. This means that the head of the
program and staff must pay attention and seriously maintain all
dimensions in providing services to students, and if possible to
improve it so that it can improve excellent service, the results
of the study provide significant evidence that the service
dimensions of the study program increase stakeholder
satisfaction. Lecturer).
4.2.4 User Satisfaction with Services
undergraduate management program
The results of research on the reliability of users of
undergraduate management program services that in general
the level of conformity resulting from the expected results is
from 84.76% to 116.42% with an average of 99.05%. This
means that in general, graduate users are very satisfied with
the service quality of the Udayana University FEB
management undergraduate program. This means that the
head of the program and staff must pay attention and seriously
maintain all dimensions in providing services to students, and if
possible to improve it so that it can improve excellent service,
the results of the study provide significant evidence that the
service dimensions of the study program increase stakeholder
satisfaction. users of graduates / professional fields).
4.3 Research Implications
This research has the implication of enriching the
Parasuraman service quality application in the field of
educational services. From the results of the discussion about
the satisfaction of students, alumni, lecturers and graduate
users, there are several contributions that can be made to the
Management Study Program of the Faculty of Economics and
Business, including: (1) how many variables are still not in
accordance with their performance compared to interests so
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that respondents feel more dissatisfied. There are many
physical facilities such as campus security, the comfort of
lecture rooms, learning facilities and infrastructure, (2)
variables that are already very good so they need to be
maintained, namely about the tidiness of the teaching staff, the
competence of lecturers in giving lectures both offline and
courageously, it is necessary to maintain competence in
serving students offline and was successful in contacting the
Head of the Management program.
5. Conclusion and Discussion
Based on the results and discussion, it can prove that
student satisfaction with an average suitability level of 83.19%
(satisfied), alumni satisfaction at an average suitability level of
87.74% (satisfied), lecturer satisfaction at an average suitability
level 87.67% (satisfied). User satisfaction is at an average
conformity level of 99.05% (satisfied). From the results of the
discussion, there are several suggestions that can be
conveyed to the head of the management program and faculty
leaders, especially those that are considered unsatisfactory by
students, alumni, lecturers and users of graduates / student
workplaces, including: It is necessary to pay attention to
parking conditions, especially on the Bukit Campus because
students often losing a helmet, security guards must be more
serious about campus security, the tidiness of the lecture room
regarding the tidiness of the lecturer's chairs and desks, the
comfort of the lecture room, including air conditioners that have
problems that need to be replaced or serviced, computer
equipment used in the learning process needs to be renewed
so that lecturers and students are not disturbed in the learning
process.
The completeness of books in the library, especially the
compulsory books used in lectures, especially text books, the
cleanliness of the toilets should be a concern because the
water on the Bukit Campus often dies, this is where the
importance of cleaning services is to provide so that the toilets
are clean, liquid crystal display (LCD) facilities should be the
concern of the leadership faculty, because there are some LCD
problems especially in display and lighting quality so that they
need to be replaced with new ones, there are several problems
experienced by students and lecturers at the time of initial use
with Cisco Webex, but over time these problems can be
resolved, it is necessary to pay attention to procedures
academic services to be faster, both offline and online, offline
and online services by tendik so that they are carried out on
time, handling online academic affairs carefully, tendics should
be responsive in resolving student complaints and reading
room speed in navigation For students, it needs to be improved
for written communication and increased student creativity.
In the next study, antecedents of satisfaction will be
examined and its consequences on Word of mouth (WOM) for
educational services during the Covid 19 pandemic. Research
that has been conducted student satisfaction is at the 83.19%
conformance level (satisfied) has not reached 100%. There are
several unsatisfactory variables, especially the physical
facilities and infrastructure at the Bukit Jimbaran Campus.
Further research is suggested to use perceived value as an
antecedent of satisfaction as an important variable that has a
significant effect on satisfaction and the WOM variable,
because during the pandemic there were many applications of
online lectures to provide satisfaction to students.
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