Semarang – The Faculty of Economics and Business, Universitas Diponegoro (FEB Undip), has demonstrated improvement in service quality through the achievement of the 2025 Community Satisfaction Index (Indeks Kepuasan Masyarakat/IKM). Based on periodic evaluations, FEB Undip’s IKM scores have consistently remained within the excellent service quality category and have shown an upward trend compared to the previous year.
In 2025, the IKM survey was conducted in four assessment periods. In the first period, the IKM score reached 86.2 with 158 respondents. In the second period, the score increased to 86.6 with 157 respondents. Furthermore, in the third period, the score rose to 88.2 with 182 respondents. In the fourth period, the IKM score reached 87.4 with 177 respondents. These results indicate that FEB Undip’s service quality remains in the excellent category with a high level of stakeholder satisfaction.
Compared to the 2024 IKM survey results, the 2025 achievement reflects a significant improvement. In 2024, the IKM score was recorded at 81.7 in the first period, increased to 84.1 in the second period, 82.5 in the third period, and 85.2 in the fourth period. This comparison confirms FEB Undip’s continuous efforts to enhance service quality.
The IKM assessment measures various service elements, including service requirements, system and procedural mechanisms, service completion time, fees or tariffs, service product specifications, staff competence, staff behavior, complaint handling, as well as facilities and infrastructure. The evaluation results indicate that improvements across all service elements have contributed to the increased level of community satisfaction.
The IKM survey involved various respondent groups, including students, alumni, lecturers, education staff, parents, and other service users. The participation of these stakeholders provides a comprehensive overview of the academic and administrative service quality delivered by FEB Undip.
The achievement of these IKM scores serves as an indicator of FEB Undip’s success in implementing professional, transparent, and service-oriented governance principles. In addition, the survey results serve as a strategic evaluation basis for formulating policies aimed at continuously improving service quality.
Through consistent service quality enhancement, FEB Undip reaffirms its commitment to supporting excellent and competitive higher education. Moving forward, FEB Undip will continue to innovate and strengthen its service systems to meet public expectations and enhance stakeholder satisfaction.