Analysis of Service Excellence in Higher Education, An Overview University in Riau, Indonesia

Jeni Wardi,Lodia D. Putri,Budianto Hamuddin

This study aims to analyze the latest quality services at one of the leading universities in Riau province, Indonesia. This study purposively chose Universitas Lancang Kuning (Unilak) to be analyzed in five dimensions of prime service: tangibility, reliability, responsiveness, assurance and empathy. This quantitative study involved 212 lecturers and 1982 students as well as 212 Riau people whom interacted with Universitas Lancang Kuning. Online and offline questionnaires are used as instruments in the hope of being able to describe the response of the public that interacts with the services at Universitas Lancang Kuning broadly. The findings of this study show the impression that services that have not been maximized in Unilak are in all five of the dimensions. Skeptical answers are found in almost all of the five dimensions of service measurement that were quite high came from the people in Riau, then followed by the answers of the lecturers and students showed that Unilak's service capability was not optimal as an education service provider in Riau province. Stiff and old-fashioned impressions still seem to overshadow every answer from respondents in the five service dimensions that have become the measurement reference in this study.

Volume 11 | Issue 7

Pages: 596-608