Employee satisfaction as a support for higher education institutional performance

Jurnal Konseling dan Pendidikan December 30, 2025 Volume 13, Number 4 4 authors

Abstract

Employee satisfaction is a critical factor influencing the performance of higher education institutions. This study aimed to assess employee satisfaction at Universitas Wijaya Kusuma Surabaya, focusing on (a) measuring the level of employee satisfaction, (b) identifying factors hindering employee performance, (c) evaluating the institution’s human resource management practices, and (d) proposing improvement strategies to improve employee performance and support institutional goals. This study used a quantitative research design, with a sample of 72 employees selected through proportional random sampling across various work units. The study assessed six dimensions of employee satisfaction: (1) satisfaction with institutional policies on human resource management, (2) satisfaction with leadership commitment, (3) satisfaction with compensation and welfare, (4) satisfaction with the work environment, (5) satisfaction with career development, and (6) satisfaction with competency development. The findings showed the following results: (a) employees were dissatisfied with institutional policies on human resource management (mean score 2.14), (b) dissatisfied with leadership commitment (mean score 2.28), (c) satisfied with compensation and welfare (mean score 2.54), (d) satisfied with the work environment (mean score 2.54), (e) dissatisfied with career development (mean score 1.82), and (f) dissatisfied with competency development (mean score 1.82). Despite these challenges, employees showed high integrity toward the institution (mean score 3.53). Therefore, it can be concluded that employee dissatisfaction negatively impacted institutional performance, as reflected in the university’s accreditation ranking of B (very good).

Authors

  1. Dwi Haryanta

    Universitas WIjaya Kusuma Surabaya

  2. Kaswadi

    Universitas Wijaya Kusuma Surabaya

  3. Reza Syehma Bahtiar

    Universitas Wijaya Kusuma Surabaya

  4. Wibowo Amiruddin Hadi

    Universitas Wijaya Kusuma Surabaya

Keywords

Employee SatisfactionPerformanceInstitutionHigher Education

References

  1. Adnan, M., Hayee, R., & Khan, A. B. (2021). Do job satisfaction and motivation yield to enhance the employee performance of teachers in public higher education institutions (HEI)? Webology, 18(1). https://www.webology.org/abstract.php?id=2650
  2. Akande, J. O., Ogunnaike, O. O., Omotoye, T. T., & Olabamiji, O. J. (2019). Employee satisfaction in higher institution management: Scale development. International Journal of Innovative Science and Research Technology, 4(4). https://ijisrt.com/wpcontent/uploads/2019/05/IJISRT19AP345.pdf
  3. Al-Aghbari, A. G., Nugroho, R. A., & Kartono, D. T. (2025). The impact of training and career development on employee performance, with job satisfaction as a moderating variable in the Yemeni universities. Jurnal Pendidikan Humaniora, 13(2), 95–104. https://doi.org/10.17977/um011v13i22025p95-104
  4. Almagro, R. E., Flores, L. C., & Bauyot, M. M. (2024). Examining the impact of job satisfaction, organizational commitment, and innovative work behavior on organizational effectiveness: A structural equation model. TWIST, 19(2), 458–470. https://twistjournal.net/twist/article/view/277
  5. Asnawi, A. R., & Supriyanto, A. (2022). Pengukuran kepuasan layanan pendidikan menggunakan pendekatan HEISQUAL dalam meningkatkan kualitas layanan pendidikan tinggi. Jurnal Akuntabilitas Manajemen Pendidikan, 10(2), 128–136. https://journal.uny.ac.id/index.php/jamp/article/view/48568
  6. Atryana, A. K., Rustandi, T., & Suadma, U. (2025). The role of employee engagement in mediating perceived organizational support and job satisfaction on employee performance at PT Krakatau Bandar Samudera. Indonesian Interdisciplinary Journal of Sharia Economics, 8(2), 3708–3731. https://doi.org/10.31538/iijse.v8i2.5970
  7. Azan, K., Yamin, M., & Jamaluddin. (2025). The influence of commitment, performance, and job satisfaction of lecturers on their work adjustment at private Islamic religious higher education institutions in Riau Province. International Journal of Social Science and Religion, 6(2), 221–240. https://doi.org/10.53639/ijssr.v6i2.338
  8. Azmy, A. (2019). Employee engagement factors in a higher education institution. Binus Business Review, 10(3), 187–200. https://doi.org/10.21512/bbr.v10i3.5857
  9. Banerjee, A., & Sinha, N. (2024). Employee experience and job satisfaction in higher education institutions in Bangalore. Empirical Economics Letters, 23(SI1). https://doi.org/10.5281/zenodo.10994166
  10. Bakrie, M., Widayatsih, T., & Herlina, N. (2022). Service quality and institutional reputation on student’s loyalty. Jurnal Konseling dan Pendidikan, 10(3), 461–468. https://doi.org/10.29210/183700
  11. Carpizo, R. T., Balila, J. S., & Mabida, R. K. B. (2024). Influence of policy management on employee satisfaction among employees of selected sectarian institutions. In Proceedings of the 11th ISC 2024: Research and education sustainability: Unlocking opportunities in shaping today's generation decision making and building connections (pp. 1–10). Universitas Advent Indonesia. https://jurnal.unai.edu/index.php/isc/article/view/3456/2499
  12. Chen, S. H., Yang, C. C., Shiau, J. Y., & Wang, H. H. (2006). The development of an employee satisfaction model for higher education. The TQM Magazine, 18(5), 484–500. https://doi.org/10.1108/09544780610685467
  13. Cumar, M. A., Kidane, B. Z., Dawit, N. G., & Dinsa, F. (2025). Influence of leadership styles on job satisfaction in the higher education institutions of Somaliland. Cogent Education, 12(1), 2480996. https://doi.org/10.1080/2331186X.2025.2480996
  14. Faesal-E-Alam, Md., & Nahar, A. K. (2021). Employee satisfaction and its’ impact on organizational commitment: A resource-based approach. International Journal on Recent Trends in Business and Tourism, 6(2).
  15. Franky, F., & Budiman, T. (2021). The analysis of integrity and satisfaction effect on teacher loyalty in Kupang. Society, 9(1), 107–114.
  16. Gimeno, D. B. G., Geroy, C. A., & Prado, N. I. (2025). Employee engagement, job satisfaction, organizational commitment on productivity of employees in higher education setting. International Journal of Research and Innovation in Social Science, 9(3s), 2285–2292. https://doi.org/10.47772/IJRISS.2025.903SEDU0177
  17. Hadj, K. (2024). The relationship between job satisfaction and employee loyalty: Case of teaching-researcher staff. Business Ethics and Leadership, 8(1), 15–27. https://doi.org/10.61093/bel.8(1).15-27.2024
  18. Hardi, L. M. Z., Wiresentana, L., & Khusniyah, N. L. (2025). Job stress and job satisfaction among educators impact on educational institution performance. Indonesian Journal of Educational Development, 5(4), 532–543. https://doi.org/10.59672/ijed.v5i4.4456
  19. Henríquez, T., Caridad, J., & Valerio, C. M. D. (2023). Satisfaction with the work done in university employees: A study from a developing country. Administrative Sciences, 13(10), 221. https://doi.org/10.3390/admsci13100221
  20. Kusku, F. (2003). Employee satisfaction in higher education: The case of academic and administrative staff in Turkey. Career Development International, 8(7), 347–356. https://doi.org/10.1108/13620430310505304
  21. Liana, E., & Indrawati, N. K. (2025). Determination of employee performance: Analysis of employee involvement, job satisfaction, path career and remuneration. Siber Journal of Advanced Multidisciplinary, 3(1), 45–58. https://doi.org/10.38035/sjam.v3i1.433
  22. Mather, M. F., & Bam, N. E. (2025). Factors influencing academic staff satisfaction and retention in higher education: A literature review. European Journal of Education, 60(3), e70025. https://doi.org/10.1111/ejed.70025
  23. Mozin, S. Y., & Nggilu, R. (2023). Improving the quality of higher education: The role of strengthening institutional capacity in higher education transformation. Public Policy Journal, 4(2). https://ejurnal.pps.ung.ac.id/index.php/PPJ/article/view/2114/0
  24. Muktamar, B. A., Kardini, N. L., Elshifa, A., Adiawaty, S., & Wijayanti, T. C. (2023). The role of quality human resources in developing missions of future universities in Indonesian higher education. Munaddhomah: Jurnal Manajemen Pendidikan Islam, 4(1), 49–59. https://doi.org/10.31538/munaddhomah.v4i1.342
  25. 1Nilasari, B. M., Diatmono, P., Nisfiannoor, M., Leon, F. M., Kurniawati, R., & Sasantyarini. (2023). Employee job satisfaction levels: Evidence in private higher education organizations. European Journal of Business and Management Research, 8(2). https://doi.org/10.24018/ejbmr.2023.8.2.1870
  26. 2Nilasari, B. M., Risqiani, R., Nisfiannoor, M., Leon, F. M., Kurniawati, R., & Widh, R. S. (2025). Evaluation of education personnel performance: The impact of job satisfaction and customer-oriented behavior. European Journal of Business and Management Research, 10(2), 6–15. https://doi.org/10.24018/ejbmr.2025.10.2.2586
  27. Nguyen, G. T., Matošková, J., Pham, N. T., & Nguyen, M. T. (2025). Employee informal coaching and job performance in higher education: The role of perceived organizational support and transformational leadership. PLOS ONE, 20(4), e0320577. https://doi.org/10.1371/journal.pone.0320577
  28. Parasuraman, A., Zeithaml, V. A., & Berry, L. (1994). SERVQUAL: Alternative scale for measuring service quality? A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(1), 193–199.
  29. Rahman, M. M., & Nasrin, S. (2024). Perceived service quality at higher education institutions: A study on the success factors of total quality management practices in Bangladesh. Social Sciences & Humanities Open, 10, 100997. https://doi.org/10.1016/j.ssaho.2024.100997
  30. Ritonga, Z. S. (2024). The effect of job satisfaction on employee loyalty at Nahdlatul Ulama University of North Sumatera. Proceedings of the International Seminar on Student Research in Education, Science, and Technology, 1, 697–704.
  31. Saputra, P., Sudiro, A., & Irawanto, D. W. (2018). Job satisfaction in compensation, environment, discipline, and performance: Evidence from Indonesian higher education. Management and Economics Journal, 2(3), 561–572. https://ejournal.uin-malang.ac.id/index.php/mec/article/view/5611
  32. Sengar, P., & Pandey, M. (2024). To study the effect of job satisfaction on the performance of academic faculties working in private colleges and private universities in Indore. International Journal for Global Academic & Scientific Research, 3(1), 13–24. https://journals.icapsr.com/index.php/ijgasr/article/view/69
  33. Setiawan, A. I., & Sarwoto. (2019). Improving the active role of employees and quality of academic service to achieve implementation of department accreditation. In Proceedings of the International Conference on Social Science, Economics, and Business (SEABC-19) (Vol. 142). Atlantis Press. https://www.atlantis-press.com/proceedings/seabc-19/125940799
  34. Shaikh, M. A., & D’Silva, B. (2021). A study of job satisfaction among employees in private educational institutes. International Journal of Mechanical Engineering, 6(3), 418–426. https://kalaharijournals.com/resources/DEC_418.pdf
  35. Som, M., Tan, S., & Norng, S. (2024). The impact of leadership development dimensions on job satisfaction and job performance: Evidence from private higher education institutions in Cambodia. SRAWUNG (Journal of Social Sciences and Humanities), 3(1). https://journal.jfpublisher.com/index.php/jssh/article/view/430
  36. Stephen, V. A. (2024). Key factors influencing job satisfaction among academic staff in the university. Journal of Human Resource and Sustainability Studies, 12, 399–414. https://doi.org/10.4236/jhrss.2024.123022
  37. Subandowo, M., & Winardi, I. (2022). Strategies to increase employee performance productivity of private higher education institutions in Indonesia by implementing a growth mindset and work engagement. Educational Sciences: Theory & Practice, 22(1), 141–154. https://psycnet.apa.org/record/2023-81542-012
  38. Sulaeman, S., & Nuhalisa, N. (2025). Strategic management in enhancing study program accreditation at higher education institutions. Jurnal Konseling dan Pendidikan, 13(2), 417–426.
  39. Sugra, G., Azhar, H., & Saria. (2025). Explore the human resources challenges in the higher education sphere. Advance Social Science Archive Journal, 4(1), 2623–2637. https://assajournal.com/index.php/36/article/view/743
  40. Tashliyev, A., & Tirtoprojo, S. (2023). Examining the factors affecting employee performance of higher education institution employees in the new normal era. International Journal of Economics and Business Issues, 2(1), 47–57. https://www.ij-ebi.com/index.php/files/article/view/26
  41. Wijaya, E., Martin, M., Tambunan, D., Hou, A., & Chaniago, S. (2025). Enhancing job satisfaction in higher education: The role of cultural openness, servant leadership, and burnout. Society, 13(1), 169–191. https://doi.org/10.33019/society.v13i1.793
  42. Yasmin, Z., Suryadi, E., Santoso, B., & Suparno. (2023). Investigating employee performance in higher education: The role of satisfaction and commitment. International Journal of Evaluation and Research in Education, 12(4), 1819–1828. https://ijere.iaescore.com/ index.php/IJERE/article/view/25157
  43. Zhenjing, G., Chupradit, S., Ku, K. Y., Nassani, A. A., & Haffar, M. (2022). Impact of employees' workplace environment on employees' performance: A multi-mediation model. Frontiers in Public Health, 10, 890400. https://doi.org/10.3389/fpubh.2022.890400