APPLYING BALDRIGE PERFORMANCE EXCELLENCE CRITERION ON STUDENTS’ SATISFACTION AT PRIVATE UNIVERSITY IN INDONESIA
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Date
2015-09-30
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15th Annual Conference SEAAIR, South East Asian Associton for Institution Research
Abstract
This paper reports on a study about students‘ satisfaction at the Faculty of Business
& Management of a private university in Indonesia. It uses the third criterion, namely
Customers, of Malcolm Baldrige‘s Education Criteria for Performance Excellence.
Data was acquired by way of a questionnaire administered to 330 randomly selected
undergraduate students in February 2015. The maximum point score for this criterion
is 85 (out of 1000 for all 7 criteria) and the score obtained in this study was 59 (i.e.
69%). Analysis provides results showing students‘ satisfaction at a ‗poor‘ or ‗early
results‘ level particularly in respect of their career placements and on the public
image of the university. These results indicate the need for quality improvement at
both faculty and university levels. Secondly, they point to the need to improve and
expand the image of the university so that potential employers are aware of the
faculty and university.
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Keywords
Satisfaction, Quality Management System, Malcolm Baldrige National Quality Award