Sustainable Service Quality in Maritime Higher Education: A Multi-Stakeholder Assessment at an Indonesian Maritime Academy
DOI:
https://doi.org/10.55123/sosmaniora.v5i3.7742Keywords:
Service Quality, Maritime Higher Education, Sustainability, Multi-Stakeholder Assessment, IndonesiaAbstract
Service quality in maritime higher education is a critical determinant of graduate competency, institutional credibility, and national maritime workforce quality. This study evaluates perceived educational service quality from a multi-stakeholder sustainability perspective at Sekolah Tinggi Ilmu Pelayaran (STIP) Jakarta, North Jakarta, Indonesia. Using a qualitative multi-stakeholder methodology, 71 respondents comprising cadets across three academic majors, former seafarer-lecturers, veteran officers, management lecturers, industry practitioners, and former senior transportation officials were engaged through semi-structured interviews. Thematic analysis, cross-group comparisons, and narrative synthesis were applied. Overall sustainable service quality scores a mean of 3.48, with teaching quality and learning environment rated highest and administrative responsiveness and feedback mechanisms rated lowest. A notable perception gap exists between industry practitioners and cadets, mirroring findings across this research series. The study proposes a multi-stakeholder sustainable service quality framework for Indonesian maritime higher education, with implications for institutional governance, quality assurance systems, and national maritime education accreditation policy.
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