Development of Higher Education Service Model Through Total Quality Service of Three Pillars of Tertiary Education in Universitas Negeri Gorontalo

DOI

10.2991/yicemap-17.2017.37How to use a DOI?

Keywords

Three Pillars of Tertiary Education, Total Quality Service

Abstract

This study on the Development of Higher Education service model through total quality service of three higher education academic services (Tri Dharma Perguruan Tinggi) in Universitas Negeri Gorontalo (UNG) aimed at comprehensively studying the effectiveness of three higher education academic services implementation and finding out the factors, which support and inhibit the delivery of three higher education academic services. This study also aimed at developing three higher education academic services model through total quality service in Universitas Negeri Gorontalo. This was a qualitative descriptive study, where the data had gone through data collection, data reduction, data display, and conclusion drawing stages. In addition, the focus group discussion was also conducted in each stage of the study involving related stakeholders, internal and external stakeholders. This study revealed: 1) Overall, the academic services implemented in Universitas Negeri Gorontalo have not met the standard of quality assurance. 2) There were many determinant factors in implementation of quality assurance based services that suit the characteristics of each services provided in three higher education services, such as: human resources, facilities and infrastructure, and regulation certainty to standardize each types of academic services, 3) development of academic service model through total quality service could be implemented through implementation of public service dimensions, which consists of tangible, assurance, responsiveness, reliable and empathy. Implementation of this research outcome was expected to positively contribute to the innovation of three higher education academic services for the construction of one of higher education pillars, the quality assurance, in Universitas Negeri Gorontalo.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Ismet Sulila
PY  - 2017/05
DA  - 2017/05
TI  - Development of Higher Education Service Model Through Total Quality Service of Three Pillars of Tertiary Education in Universitas Negeri Gorontalo
BT  - Proceedings of the 1st Yogyakarta International Conference on Educational Management/Administration and Pedagogy (YICEMAP 2017)
PB  - Atlantis Press
SP  - 222
EP  - 226
SN  - 2352-5398
UR  - https://doi.org/10.2991/yicemap-17.2017.37
DO  - 10.2991/yicemap-17.2017.37
ID  - Sulila2017/05
ER  -