ABSTRAK
Globalisasi, liberalisasi pendidikan tinggi dan tingginya iklim persaingan menyebabkan perguruan tinggi saat ini seharusnya tidak hanya berfokus pada masalah administrasi dan indikator-indikator kuantitatif, tetapi yang paling penting adalah memberikan kualitas pelayanan yang tinggi bagi konsumen utama mereka. Dalam hal ini, terdapat dua jenis konsumen perguruan tinggi, yaitu konsumen internal dan konsumen eksternal. Model service-value chain menjelaskan hubungan antar kedua konsumen tersebut dan dua jenis service quality, yaitu internal dan external service quality. Kemampuan perguruan tinggi menjamin internal service quality akan membawa kepada external service quality yang akan menghasilkan kepuasan dan loyalitas mahasiswa. Kedua hal ini akan menjamin perguruan tinggi, khususnya perguruan tinggi swasta agar dapat bersaing dan memiliki keunggulan kompetitif dalam jangka panjang. Penyuluhan ini bertujuan untuk memberikan pengetahuan dan wawasan serta memberikan motivasi kepada para 22 dosen dan 19 karyawan di Fakultas Hukum, Universitas Tarumanegara mengenai konsep service quality berdasarkan model service-value chain, langkah-langkah aplikasinya, tingkatan service quality dan customer touch points. Metode penyampaian dilakukan dengan ceramah, tanya jawab, dan diskusi dengan peserta. Selama kegiatan ini berlangsung, peserta dapat mengikuti penyuluhan dengan interaktif dan sangat baik. Diharapkan adanya penyuluhan lanjutan mengenai materi yang disampaikan untuk memberikan pengetahuan lanjutan dan mengevaluasi praktik-praktik yang telah dilakukan pasca penyuluhan.
ABSTRACT
Globalization, liberalization of universities and high competitiveness should currently make the universities not only focus on the administrative stuff and the quantitative indicators, but most importantly to provide the highest service quality to their main customers. There are two types of universities’ customers, i.e. internal and external customers. The model of service-value chain explains the relationship between those two customers and two types of service qualities, i.e. internal and external service quality. The capability of the university to maintain the internal service quality will bring the external service quality to achieve students’ satisfaction and loyalty. These two achievements will guarantee the university, particularly the private university, to compete and to have the excellence competitiveness in the long term. This workshop aimed to provide the knowledge and insight as well the motivation to all 22 lecturers plus 19 employees of the Law Faculty of Tarumanegara University, regarding to service quality concept based on service-value chain model, the application steps, service quality levels and customer touch points. The methodology was chosen by giving discourse, question and answer and discussion among the participants. During the activities, the participants were able to interactively involve very well. It is expected further workshop for the similar subject can be provided to extend the knowledge and to evaluate the practices which will have been made after the workshop.
Research on Service Value Chain Model Based on Technology Service Platform
