Authors : Amilia Hasbullah and Wan Zahari Wan Yusoff
Abstract: Higher Education Institution (HEI) becomes a decisive factor to determine economic growth and social life in the global competition. Currently, service quality presented by HEI turn into strategic advantage for the HEI to obtain success and persistence on the market competiveness. In order to provide the service excellence, HEI is required to have a substantial infrastructure including building and facilities services to support academic activities. Thus, the study on the service quality in HEI facilities services context is substantial in order to improve HEI service function. This study aims to develop framework of service quality in HEI facilities services in Indonesia. The service quality and facilities services in higher education context become initial approaches to develop the framework. The proposed framework is structured through questionnaire distributed for student as the main client in public university in Indonesia in order to investigate student’s expectation and perception of service quality in HEI. The level of service quality on facilities services to be ordered from very poor to excellent. This result is expected to become an initial assessment of service quality on HEI facilities services in Indonesia and concurrently contributed to enhance the quality of education.
Amilia Hasbullah and Wan Zahari Wan Yusoff, 2017. A Framework Study of Service Quality on Higher Education Institution (HEI) Facilities Services in Indonesia. The Social Sciences, 12: 925-931.