The Development of Executive MBA Program at Institut Teknologi Bandung, Indonesia

Novika Candra Astuti, Reza Ashari Nasution, Ilman Hizbullah Hasibuan, Keriel Natalia, Anindita Listyaningrum


The purpose of this paper is to study universities which provide executives program on Master of Management (MM) or Master of Business Administration (MBA) both in Indonesia and overseas. This paper presents a benchmarking a study to compare processes, performance, best practices between Executive MBA Institut Teknologi Bandung (MBA-ITB) and the other universities. Besides benchmarking, the authors also used customer intelligence method to gather and analyze information regarding competitors by visiting universities in Indonesia. To manage and monitor performance of Executive MBA program, we measured customer satisfaction what products or services provided by MBA-ITB meet or surpass customers (executive students) and conducted in-depth interview to explore need and demand of executive students. The results of the study help to develop executive MBA program and to adopt learning process in other universities to be followed and implemented in MBA-ITB. The acquired knowledge has been partly adapted and adopted by papers. The main implication is the need to explore how MBA-ITB can efficiently and effectively adapt and adopt such knowledge from the results. This work provides effective assistance for development of executive program in MBA-ITB embarking on this benchmarking journey. The result of customer satisfaction provides an indication of how successful MBA-ITB is at providing products and/or services to the students.


Benchmarking; customer intelligence; customer satisfaction; MBA-ITB

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