scholarly journals Penyuluhan Practical Approach of Service Excellent untuk Dosen dan Karyawan di Fakultas Hukum Universitas Tarumanegara

2019 ◽  
Vol 1 (1) ◽  
pp. 11-17
Author(s):  
Leonnard Ong
Keyword(s):  
Service Quality ◽  
Value Chain ◽  
Private University ◽  
Chain Model ◽  
Service Value ◽  
Law Faculty ◽  
Internal Service Quality ◽  
The University ◽  
Quantitative Indicators

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.

scholarly journals Effect of Service Quality on Service Value and Customer Retention for Clothing Store Brands in China

Tekstilec ◽  
2020 ◽  
Vol 63 (4) ◽  
pp. 242-255
Author(s):  
Bestoon Othman ◽  
◽  
He Weijun ◽  
Zhengwei Huang ◽  
Jing Xi ◽  
...  
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Customer Retention ◽  
Target Market ◽  
Store Brand ◽  
Store Brands ◽  
Service Value ◽  
Clothing Store ◽  
The Relationship

An increasing number of new Chinese clothing store brands are selling and offering similar products and services and consequently clothing store brand providers must compete to survive in this industry. They need to focus on customers’ special needs and preferences to maintain and retain a long-term relationship. The objective of this study is thus to examine the relationship between service quality and customer retention for clothing store brands in China, and the mediated effect of service value in the relationship between service quality and customer retention for clothing store brands in China. A quantitative research for data collection was implemented. As many as 385 questionnaires were collected by the professor, PhD students, MSc students and BSc students of different nationalities in China. The data was analysed using SmartPLS and SPSS software. Customer perception of the quality of a service product in all sizes has a beneficial effect on customer retention. Service value affects customer retention positively. Practical implications for the target market of the clothing sector should be focused on young individuals aged 36 to 45 years, holding a Master’s degree and earn more than €1,000/month. Findings indicated significant and direct relationships between service quality, service value and customer retention. It was also found that service value has a full mediated effect. This study will be of interest to the clothing store brands in understanding how service quality is essential for maintaining a long-term relationship with customers.

scholarly journals The Effect of Lecturer Service Quality on Students’ Satisfaction in Private Universities

2020 ◽  
Vol 11 (2) ◽  
pp. 223
Author(s):  
Yuyun Elizabeth Patras ◽  
Rais Hidayat
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Survey Methods ◽  
Private University ◽  
Important Variable ◽  
National Education ◽  
The University ◽  
Students Satisfaction

<pre><span lang="EN-US">One of the roles of the university is to support national education goals as part of educating students.<span class="tlid-translation"> Student satisfaction is an important variable for the existence and sustainability of a university, especially a private universities.This research aims to analyze the effect of lecturer service quality on student satisfaction.</span>This research uses quantitative research with survey methods. <span class="tlid-translation">The population of this research were students of a private university at Universitas Pakuan with 543 respondents. The findings of this research were that there was a positive and significant influence between the lecturer service quality on student satisfaction. This means that efforts to increase student satisfaction can be done by improving the quality of lecturer services. Meanwhile, from the 5 dimensions of lecturer service quality, it was found that the empathy dimension had the greatest influence compared to other dimensions of lecturer service quality</span>.</span></pre>

scholarly journals Analisa Kepuasan Mahasiswa terhadap Kualitas Pelayanan Pendidikan

2020 ◽  
Vol 19 (1) ◽  
pp. 24-29
Author(s):  
Ni Luh Anik Puspa Ningsih ◽  
Dewa Ayu Putu Niti Widari ◽  
I Made Artawan
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Private University ◽  
Quality Of Education ◽  
Educational Service ◽  
Education Services ◽  
Level Of Satisfaction ◽  
Survey Results ◽  
The University

Abstract-During the learning process, students have experience with educational services at the University. This experience will create a perspective on the quality of education services provided. This will be related to the level of student satisfaction. This level of satisfaction will made an opinions. That generally will quickly spread, to family, friends and society. Bad opinion will affect the University's image, so it is important to analyze student satisfaction. A survey are held to gain information about student satisfaction.. This research was conducted at Warmadewa University, a private university in Denpasar, Bali. Survey results are summarized in the index of student satisfaction with the quality of education services at Warmadewa University. Based on the dimensions of service quality, namely tangibles, reliability, empathy, responsiveness, assurance students feel "satisfied". The overall survey results show that students assess the quality of education services at a "satisfying" level. Keywords: Student Satisfaction; Educational Service Quality Abstrak-Selama proses pembelajaran, mahasiswa memiliki pengalaman terkait pelayanan pendidikan di Universitas. Pengalaman ini menciptakan persepsi terhadap kualitas pelayanan pendidikan yang akan membentuk kepuasan bagi mahasiswa. Tingkat kepuasan tertentu akan membentuk opini. Ini akan menyebar dengan cepat, pada keluarga, teman dan masyarakat. Persepsi yang buruk akan mempengaruhi citra Universitas. Tujuan dari penelitian ini untuk menganalisa tingkat kepuasan mahasiswa terhadap kualitas pelayanan pendidikan di Universitas. Populasi penelitian ini adalah seluruh mahasiswa aktif Penelitian ini dilakukan di Universitas Warmadewa, Denpasar, Bali. Penelitian dilakukan dengan metode survey. Hasil survey terangkum dalam indeks kepuasan mahasiswa terhadap kualitas pelayanan pendidikan di Universitas Warmadewa. Berdasarkan dimensi kualitas layanan yaitu bukti fisik, kehandalan, empati, daya tanggap dan jaminan, mahasiswa merasa “puas”. Hasil survey keseluruhan menunjukkan bahwa mahasiswa menilai kualitas layanan pendidikan pada tingkat “memuaskan” Kata kunci : Kepuasan Mahasiswa ; Kualitas Pelayanan Pendidikan

scholarly journals Research on Service Value Chain Model Based on Technology Service Platform

2021 ◽  
Vol 2078 (1) ◽  
pp. 012043
Author(s):  
Xiang Chen ◽  
Gaijuan Huang ◽  
Yangsen Zhang ◽  
Jianlong Li
Keyword(s):  
Value Chain ◽  
Feedback Mechanism ◽  
Third Party ◽  
Chain Model ◽  
Service Platform ◽  
Service Value ◽  
Technology Service ◽  
Service Resource ◽  
Value Flow

Abstract For the technology service platform, serving users with science and technology resources is the purpose of platform construction, and the quality of the service value chain affects the operation of the technology service platform. Aiming at the immature status of the research on the service value chain model of the technology service platform, this paper proposes a set of construction ideas based on the service value chain model of the technology service platform. The model takes the technology service platform as the central node, and at the same time integrates users, third-party technology service platforms, service resource providers in various fields and other participant nodes, and links the interests of all parties through a dynamic chain with value flow as the core. Each participant node cooperates with each other to form a complex, cross-domain service value chain model. In order to ensure the service quality of the platform, a feedback mechanism that reflects the attitude of users using scientific and technological service resources is introduced into the service value chain model. By taking the manufacturing of vertical elevators as an example, the operation of the service value chain is simulated, and the usability of the service value chain model is verified.

Diversified Integrated Farm Model

2019 ◽  
pp. 96-130
Keyword(s):  
Value Chain ◽  
Economies Of Scale ◽  
Farming System ◽  
Developed Countries ◽  
Chain Model ◽  
Contributing Factors ◽  
Long Term Stability ◽  
Farm Model ◽  
Imported Food

There is a worldwide issue in emerging economies with food security and increasing dependence on imported food from more developed countries. St. Kitts-Nevis and numerous Caribbean countries face similar circumstances. St. Kitts-Nevis is positioned to change this trend in its national economy and contribute to export with its Caribbean partners and perhaps further afield. Climate change, particularly pervasive drought conditions, present serious challenges but also opportunities to mitigate and adapt such adversities and accrue benefits to local farmers and related entrepreneurs if a model integrated farm is established with key contributing factors in its design such as productivity, flexibility, efficiency, and sustainability. An integrated farming system would compensate for low economies of scale in a value chain model, and linkages would sustain long-term stability and growth at the enterprise, sectoral, and inter-sectoral levels.

Rewards Strategy: A Key Driver of Service–Profit Chain

2019 ◽  
Vol 51 (4) ◽  
pp. 162-172 ◽  
Author(s):  
Pankaj M. Madhani
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Business Performance ◽  
Chain Model ◽  
Human Resource Managers ◽  
Internal Service Quality ◽  
And Performance ◽  
The Impact ◽  
Service Profit Chain

The research deploys service–profit chain model to underscore the impact of effective rewards strategy on contribution and performance of employees in enhancing customer service and, thus, business performance. The service–profit chain postulates that higher employee satisfaction levels lead to high customer satisfaction and ultimately affect consumer loyalty and profitability. Therefore, human resource managers should implement better internal service quality practices, such as effective rewards strategy that focus on employee satisfaction, operational excellence and service orientation, to enhance firm performance. The research emphasizes that the service–profit chain begins with internal service quality triggered by financial and nonfinancial rewards and ends with business performance in terms of revenue growth and profitability. The research highlights that with effective rewards strategy, companies should take care of their employees first, because doing so will result in employees delivering a better customer experience and creating loyal customers who generate greater profits.

scholarly journals Education Service Quality, Value and Satisfaction on Student Customer Intentions and Behaviour

2018 ◽  
Vol 2 ◽  
Author(s):  
Garry Prentice ◽  
Joseph Brady ◽  
Christopher McLaughlin
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Private University ◽  
High Price ◽  
Student Sample ◽  
The Arts ◽  
Education Service ◽  
Quality Value ◽  
The University ◽  
Positive Word Of Mouth

Traditional avenues of accreditation, module review and teaching evaluations are not the only ways to assess education service quality and related issues. In order to evaluate the education service provided by a private university in Ireland, this investigation utilized an extension of Cronin, Brady and Hult’s (2000) model examining the effects of quality, value and customer satisfaction on customer intentions and behaviour. The model predicts that positive perceptions of quality, value and satisfaction in relation to the education service encounter will lead to positive word of mouth, and future intention to use the service again.  The Arts undergraduate student sample size was 260. The perception of a high price for the education service provided did not translate to high service value, and service quality was only shown to have an indirect effect on satisfaction, word of mouth behaviour and intentions to return to the university. Despite a slight majority stating that the service quality was above average, and the majority stating they were satisfied overall, only a minority indicated that they would use the service again. The underlying reasons for and implications from these findings and others are discussed.

From Volunteering to Academic Programming: A Case Example

2016 ◽  
Vol 1 (17) ◽  
pp. 7-11 ◽  
Author(s):  
Cindy Gill ◽  
Sneha Bharadwaj ◽  
Nancy Quick ◽  
Sarah Wainscott ◽  
Paula Chance
Keyword(s):  
Special Needs ◽  
Cultural Relevance ◽  
Master's Program ◽  
Speech Language Pathology ◽  
Community Based ◽  
Charitable Organization ◽  
Language Pathology ◽  
The University

A speech-language pathology master's program that grew out of a partnership between the University of Zambia and a U.S.-based charitable organization, Connective Link Among Special needs Programs (CLASP) International, has just been completed in Zambia. The review of this program is outlined according to the suggested principles for community-based partnerships, a framework which may help evaluate cultural relevance and sustainability in long-term volunteer efforts (Israel, Schulz, Parker, & Becker, 1998).

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