Comparative SERVQUAL analysis of academic service satisfaction among building and mechanical engineering education students for quality assurance and SDG 4

Yulia Fransisca; Subuh Isnur Haryudo; Khusnul Khotimah; Ali Nur Fathoni; Heri Suryaman; Mochamad Arif Irfa'i

doi:10.63230/jocsis.3.4.320

Authors

Yulia Fransisca State University of Surabaya Author https://orcid.org/0009-0006-5930-1117
Subuh Isnur Haryudo State University of Surabaya Author
Khusnul Khotimah State University of Surabaya Author
Ali Nur Fathoni State University of Surabaya Author
Heri Suryaman State University of Surabaya Author
Mochamad Arif Irfa'i State University of Surabaya Author

DOI:

https://doi.org/10.63230/jocsis.3.4.320

Keywords:

Academic, Assurance, Service, Satisfaction, Quality, SDG 4

Abstract

Objective: To evaluate baseline student satisfaction, compare service quality between two “Accredited Excellent” vocational engineering programs-S1 Building Engineering Education (PTB) and S1 Mechanical Engineering Education (PTM)-and diagnose operational bottlenecks to align empirical findings with institutional quality assurance and global educational standards. Method: A quantitative comparative-descriptive survey design was conducted with a stratified random sample of N = 422 undergraduate students (PTB N1 = 215 and PTM N2 = 207). Data were collected using a 23-indicator SERVQUAL instrument on a 4-point Likert scale and analyzed using descriptive statistics (Mean, Standard Deviation, Respondent Achievement Degree/TCR), independent-samples t-tests (α = 0.05), and Cohen’s d effect size estimations. Results: Although overall satisfaction reached a “Satisfied” baseline (TCR = 75.47%), inferential testing revealed a statistically significant disparity (p = 0.0429) favoring PTB over PTM. Granular item analysis isolated critical operational bottlenecks in laboratory equipment adequacy (P18), general campus facility accessibility (P23), and administrative responsiveness in facility loan procedures (P16). Novelty: The research shows that top-tier accreditation does not guarantee uniform program-level service delivery, offering a pioneering framework that directly integrates granular SERVQUAL diagnostics into the institutional Internal Quality Assurance System (SPMI-PPEPP cycle) and United Nations Sustainable Development Goal 4 (Targets 4. a and 4.4).

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