Quality of Academic Services in the Academic Bureau, Students, and Planning of Tadulako Palu University

International Journal of Research and Innovation in Social Science (IJRISS) | Volume IV, Issue VIII, August 2020 | ISSN 2454–6186

Quality of Academic Services in the Academic Bureau, Students, and Planning of Tadulako Palu University

Munari^1*, Mahfudz², Sasterio Mansur³, Abdul Rivai³, Nawawi Natsir^3
1Doctoral Student in Social Sciences and Political Sciences, Postgraduate Tadulako University, Indonesia
²Department of Agrotechnology, Faculty of Agriculture,Tadulako University, Indonesia
³Department of Public Administration, Faculty of Social and Political Science, Tadulako University
*Corresponding Author

Abstract: This study aims to look at the quality of Academic Services at the Academic and Student Affairs Bureau of Tadulako University, Palu. The mechanism and procedures applied to students are still too long, both mechanism / procedure for re-registration’s process of new students and the Graduation service procedure at the Academic Bureau, student affairs and planning at Tadulako University, Palu. The service quality felt by students is not optimal and not as expected, starting from the reliability aspects, assurance, physical evidence, empathy, low response of services on new student registration and graduation. Supporting Factors that affect the assessment of service quality, namely the availability of services according to SOP, simplicity, assurance of certainty, transparent, safe, fairness, if fulfilled will satisfy satisfactory service quality. On the other hand the inhibiting factor of service quality is if the condition is not fulfilled as the supporting factor.

Keywords : Service Quality and Planning.

I. INTRODUCTION

In the current era of globalization, service quality, especially public service is seen as a demand that continues to be improved, because it is realized that the service aspect is one of the measuring tools to achieve the excellence of an institution or institution in a country to compete healthily and competitively, besides because service quality is wrong one factor that determines public choice, the public also wants the services they obtain satisfying(Ahmed and Zhang 2020; Sinkovics, Kurt, and Sinkovics 2018). Satisfaction desired by the public is achieved if the quality of services that serve it can provide services as needed.
Public services in Indonesia which often get bad ratings from outside countries cannot be ignored, because it will have a negative effect, especially on the aspect of higher education (Joewono, Tarigan, and Susilo 2016; Santoso 2015). Honestly, the negative assessment from the world community is a positive correction for our country, especially among the world of higher education in Indonesia(Winters, Karim, and Martawardaya 2014). Geographically universities in Indonesia are in the western and eastern zones, these two zones also reflect the imbalance in the development of higher education infrastructure, in the infrastructure of the academic community (Lecturers, Administrative Staff, and Students)

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