THE EFFECT OF COOPERATION SERVICE PERFORMANCE AT UNIVERSITAS PALANGKA RAYA IN SUPPORTING THE IMPLEMENTATION OF THE TRIDHARMA OF HIGHER EDUCATION

Abstract

This study aims to analyze the effect of information quality and service quality on user satisfaction and their implications for competitiveness of cooperation services at Universitas Palangka Raya. The increasingly strategic role of institutional cooperation requires universities to deliver high-quality services and information to support partnerships, collaboration programs, and institutional reputation. This research employs a quantitative approach using Structural Equation Modeling–Partial Least Squares (SEM-PLS) to test both direct and indirect relationships among variables. Data were collected from 100 respondents who had utilized cooperation services at Universitas Palangka Raya through a structured questionnaire using a five-point Likert scale. The analysis was conducted using SmartPLS, involving evaluation of the measurement model and structural model, as well as testing mediation effects through bootstrapping. The results indicate that information quality has a positive and significant effect on user satisfaction and competitiveness, while service quality has a positive and significant effect on user satisfaction and competitiveness. Furthermore, user satisfaction significantly influences competitiveness. The mediation analysis reveals that user satisfaction partially mediates the relationship between information quality and competitiveness, as well as between service quality and competitiveness. Among the examined variables, service quality demonstrates the strongest direct influence on competitiveness. Overall, the findings highlight that improving service quality and information quality plays a crucial role in enhancing user satisfaction, which subsequently strengthens the competitiveness of cooperation services at Universitas Palangka Raya. This study provides managerial implications for improving cooperation service performance and contributes empirically to service quality and competitiveness literature in the higher education context.