Desain Instrumen Evaluasi dan Pengukuran Kepuasan Pengguna Terhadap Tata Pamong, Tata Kelola dan Kerjasama Universitas Muhammadiyah Surakarta

Higher education as a community service institution in the field of education plays an important role as a forum to shape its students into quality graduates so that they are ready to face competition in this modern era. Currently, Indonesian universities have not been able to compete with the best universities in the international or ASEAN circles. So that improvements are needed to improve the quality of higher education in Indonesia. As one of the tertiary institutions in Indonesia, UMS has conducted an evaluation but has not been able to compete on a national scale. This shows that UMS needs to make adjustments to face new instruments. One of the important things from the new instrument, which is currently not well implemented is the measurement of customer satisfaction, one of which is the measurement of satisfaction with governance, governance and cooperation. Therefore this study aims to create an instrument design for measuring governance satisfaction, governance and cooperation. The method used is SERVQUAL using a questionnaire that has been adapted to 5 dimensions of service quality addressed to stakeholders