The Existence of Integrated Service Units in Improving Management and Public Services Quality at Universities in Indonesia


The study aims to analyze and gather information about the implementation of an Integrated Service Unit (ULT) to improve quality management and service quality at universities in Indonesia. The context for this research is the highly competitive and tight competition for quality management and public service quality among universities in the last decade. In response to the low quality of higher education administration services in Indonesia, the concept of service bureaucratic reform led to the establishment of Integrated Service Units. The research type is library research or literature review, where the researchers rely on existing literature to gather data. The research follows a descriptive qualitative approach with observation tools to analyze the existence of Integrated Service Units that have a high presence in the world of university administration services and have received awards or appreciation from the government. The results of the research indicate that the services implemented by the Integrated Service Units have quality management and service quality that adhere to established standards and principles of public service. The infrastructure of the service system is built using an electronic-based service system (SPBE). The activities are carried out in an integrated manner and are closely connected with other work units to provide cross-unit services in the university or faculty. The service process is completely digitized, using applications developed by each tertiary institution.

Keywords: integrated service unit, quality management, service quality

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