Complaints Handling Model as an Instrument of Public Service in Higher Education: A Case at Jenderal Soedirman University

DOI

10.2991/icstcsd-19.2020.5How to use a DOI?

Keywords

higher education, service quality, complaints handling

Abstract

This study attempts to measure the extent to which the service quality in complaints handling determines the quality of a higher education institution. This study following a descriptive qualitative approach is based on a focus group discussion as the data collection technique. Informants as the subject of this study were 20 students who were administrators of the executive body of students at the university and faculty levels as well as administrators of student activity units. While the object in this study was the communication mechanism needed in the management of complaints in higher education institutions. This study identifies three important areas in successfull complaints handling: variety of communication channels, responsive and having high empathy officers, and providing comprehensive information in response to the submitted complaints.

Copyright

© 2020, 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  - Wisnu Widjanarko
AU  - Tri Nugroho Adi
PY  - 2020/01
DA  - 2020/01
TI  - Complaints Handling Model as an Instrument of Public Service in Higher Education: A Case at Jenderal Soedirman University
BT  - Proceedings of the Third International Conference on Social Transformation, Community and Sustainable Development (ICSTCSD 2019)
PB  - Atlantis Press
SP  - 198
EP  - 201
SN  - 2352-5398
UR  - https://doi.org/10.2991/icstcsd-19.2020.5
DO  - 10.2991/icstcsd-19.2020.5
ID  - Widjanarko2020/01
ER  -