Enhancing civic teachers’ multicultural competence through Servqual in professional Education

Abstract This study examines the impact of the ServquaL-based model on teacher professional Education (TPE) in enhancing multicultural competence among civic Education teachers (MCCET). A total of 245 TPE-certified civic Education teachers in East Kalimantan Province participated in this study, with data collected both online and offline. The analysis, conducted using Structural Equation Modeling (SEM)-PLS, reveals that multicultural knowledge has a moderate effect on increasing multicultural awareness, with a coefficient of 0.184. The highest variance was found in the multicultural awareness and skills variables, at 33.1% and 36.0%, respectively. This suggests that the Servqual-based TPE model has a moderate impact on enhancing the multicultural competence of civic Education teachers. The study emphasizes that integrating multicultural competence into teacher development is crucial, and more targeted efforts are necessary to enhance these competencies among civic Education teachers in Indonesia.