Factors Affecting Learner Satisfaction with Education Services of Community Learning Center (CLC)

Learner satisfaction is a key indicator of educational service quality, particularly in nonformal education settings that emphasize flexibility and learner-centered approaches. This study aims to analyze factors influencing learner satisfaction with educational services at Community Learning Centers (Pusat Kegiatan Belajar Masyarakat/PKBM) in Sleman Regency, Indonesia. A qualitative approach was employed through in-depth interviews and observations involving 18 informants, including PKBM heads, managers, tutors, and learners across three PKBMs with different accreditation levels. Data were analyzed thematically using the SERVQUAL framework adapted to nonformal education. The findings indicate that learning relevance and tutor empathy are the most dominant internal factors shaping learner satisfaction, while external factors such as communication clarity, time flexibility, and service accessibility moderate satisfaction levels. The study also reveals that accreditation level does not directly determine learner satisfaction. These findings provide practical implications for improving responsive and context-sensitive nonformal education services.