The Importance of Student Support Services and Students’ Satisfaction at Universitas Terbuka

An organization needs to provide the best services to its customer, especially when the same services are also given by others. As a consequence, the provision of services should be evaluated regularly in order to improve the services. This article discusses the findings of Importance-Satisfaction survey on student services of Universitas Terbuka (UT) in 2014. Data was gathered from 22 Regional Offices of UT. The number of respondents was 1099 students. The results showed that there were no significant differences found between the means of Importance and Satisfaction levels of the services provided. The results of a quadrant analysis indicate that there were only five items (out of 47 items) in Quadrant-4 (important but not satisfactory) where the percentage of the gap analysis was almost 10%. The gaps between the levels of Importance and Satisfaction for the rest of the items (42 items) in Q-4 were much lower than 9%