Peningkatan Kualitas Pelayanan Administrasi Akademik Melalui Sistem Penjaminan Mutu Di Perguruan Tinggi

Abstract

Academic administration services in higher education frequently fall short of stakeholder expectations due to persistent quality gaps, including limited digital infrastructure, procedural inconsistencies, and ineffective feedback mechanisms—issues that directly affect student satisfaction and institutional credibility. This qualitative case study addresses these challenges at Universitas Perjuangan Tasikmalaya, collecting data through in-depth interviews with 12 participants (administrative heads, staff, lecturers, and students), participant observation, and document analysis, processed using the Miles and Huberman interactive model. The findings reveal that while the five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) are generally fulfilled, four critical gaps persist: uneven internet connectivity, inconsistent Standard Operating Procedure implementation across departments, weak follow-up and feedback loops in the e-complaint system, and suboptimal operationalization of the PPEPP cycle within the Internal Quality Assurance System (SPMI) at the operational level. The study concludes that sustainable service quality improvement demands an integrated strategy connecting SERVQUAL diagnostics with the PPEPP quality cycle. Priority actions include upgrading IT infrastructure, standardizing cross-departmental procedures, establishing Service Level Agreements for complaint resolution, and strengthening quality culture through active stakeholder involvement to create responsive, transparent, and user-oriented academic administration services.