Analysis of Student Satisfaction with the PPG Student Registration Process at Universitas Negeri Malang using The Servqual and Delone & McLean Models

This study aims to analyze student satisfaction levels with the Teacher Professional Education (PPG) registration system at Universitas Negeri Malang using an integration of the SERVQUAL and DeLone & McLean models, as well as to develop a strategy for Continuous Quality Improvement (CQI) using Plan-Do-Check-Act (PDCA) cycle. This study uses a descriptive quantitative approach with 10,701 student respondents from three registration stages (BGT 1, Kemenag, and BGT 2). The data collection instrument is a 1–5 Likert questionnaire covering three main aspects: requirements, process, and registration application. Data analysis was conducted through validity and reliability tests, multiple linear regression, and Principal Component Analysis (PCA). The results showed that the average student satisfaction level was > 4.0 (satisfied), with the registration process aspect receiving the highest score. Multiple linear regression analysis showed that satisfaction with the registration application had the strongest influence on overall satisfaction. These findings emphasize the importance of integrating technical and service aspects in a digital-based registration system. The application of CQI principles is recommended as the basis for continuous quality improvement of digital academic services at UM.