Institutional Determinants of Service Quality in Pancasila Education: An Integrated Governance Perspective

Mujib Mujib, Mery Lestari, Kasdi Tri Aryada, Tri Meliana, Wahyu Saefudin

Abstract


The aim of this study is to investigate how institutional determinants—represented by lecturer competence, bureaucratic work orientation, service systems, and infrastructure—influence the quality of Pancasila education services and to interpret these relationships through an integrated governance perspective. Although previous studies have identified various factors affecting educational service quality, limited attention has been given to understanding how these institutional determinants collectively shape service delivery within a public governance framework, particularly in compulsory Pancasila education. A quantitative explanatory design was employed using structured questionnaires administered to 80 students enrolled in the compulsory Pancasila course at Politeknik Negeri Pontianak. Data were analysed using multiple linear regression following validity, reliability, and classical assumption tests. The results indicate that the proposed model explains 76.4% of the variance in service quality (R² = 0.764, p < 0.001). Lecturer competence emerged as the most influential determinant, while infrastructure also showed a positive and statistically significant contribution. By contrast, bureaucratic work orientation and service systems did not exhibit statistically significant direct effects, indicating that procedural arrangements alone are insufficient to improve educational service quality without competent human resources and adequate institutional support. The novelty of this study lies in extending public governance scholarship by interpreting the combined influence of institutional determinants through an integrated governance perspective rather than examining each determinant in isolation. This perspective demonstrates how institutional arrangements collectively shape educational service quality while identifying human capital as the principal driver of effective service delivery. The findings provide practical implications for higher education institutions by emphasising lecturer competency development, institutional support, and governance-oriented strategies to strengthen the quality of compulsory Pancasila education services.


Keywords


Integrated Governance; Lecturer Competence; Public Higher Education; Service Quality; Pancasila Education

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References


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DOI: https://doi.org/10.35308/jpp.v12i4.14862

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