Quality of service excellence and customer satisfaction in higher education institution

Abstract

Higher education management is currently highly competitive. The important and necessary factor is “Service Quality” which “Service Users” such as students, parents and other stakeholders should receive. The Service Quality that “Service Providers” who are the personnel of higher education institutions should provide and deliver an impression to the service users. The creation of the quality of service excellence need to rely on many elements in the operation. The higher education institutions are aware of delivering quality services by clearly stipulating as core values of the organization.The study of the concept of service excellence of academician in the country and the concept of service excellence of international sectors revealed the same conclusion that in order to create the quality of service excellence to impress the service users, the service providers must retain their users centrally (People-Serving-People) which consists of three significant components for service excellence development as follows; 1) service provider development, 2)service process development, and 3)development of places/ service facilities. In addition, conducting an evaluation continually for an improvement of the service system will lead to the satisfaction and impression of long-term users and the good image of higher education institutions.