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All Journal Katalogis Jurnal Penelitian Pendidikan IPA (JPPIPA) Journal of Public Administration and Government (JPAG) Jurnal Syntax Imperatif : Jurnal Ilmu Sosial dan Pendidikan Journal La Edusci Berajah Journal Jurnal Administrasi Pemerintahan Desa Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan International Journal of Social Science, Education, Communication and Economics SIGn Journal of Social Science Jurnal Administrasi Publik QISTINA: Jurnal Multidisiplin Indonesia Jurnal Ilmiah Research Student JURNAL ILMIAH PENELITIAN MAHASISWA Journal of Innovative and Creativity JURNAL MULTIDISIPLIN ILMU AKADEMIK JURNAL RUMPUN MANAJEMEN DAN EKONOMI Socious Journal Journal of Nonformal Education Journal of Publicness Studies
Mohammad Irfan Mufti
Universitas Tadulako, Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Nursing Physics Social Sciences Other

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Quality of Academic Services: A Phenomenological Study at the Bureau of Academic and Student Affairs Munari, Munari; Mufti, Mohamad Irfan; Hakim, Abd.; Badollahi, Muh. Zainuddin; Kondoj, Telly Hetty Isje
Journal La Edusci Vol. 6 No. 6 (2025): Journal La Edusci
Publisher : Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journallaedusci.v6i6.2858

Abstract

This study investigates the quality of academic services at the Bureau of Academic, Student Affairs, and Planning (BAKP) of Tadulako University in Palu. The research uses a qualitative phenomenological approach to explore how academic services are delivered and perceived by students, focusing on five key dimensions: reliability, assurance, physical evidence (tangibles), empathy, and responsiveness. Data were collected through interviews, observations, and documentation from both students and administrative staff. The findings reveal a range of issues that hinder optimal service delivery, including long waiting times, lack of punctuality, inadequate infrastructure, insufficient responsiveness, and undertrained personnel. Students often face delays and miscommunications due to bureaucratic inefficiencies and limited access to information. Moreover, the physical environment, such as cramped waiting areas and poor air conditioning, contributes to user dissatisfaction. Although Standard Operating Procedures (SOPs) are in place, they are not consistently implemented or publicly displayed, further complicating the service process. Officers acknowledge constraints such as understaffing and technical challenges, including frequent network disruptions. Despite efforts to improve services via online platforms, many processes still require manual handling, reducing efficiency and service satisfaction. The study concludes that academic service quality at BAKP requires strategic improvements in human resources, infrastructure, and digital integration to meet students’ expectations and support the university’s academic reputation.
Co-Authors Abd. Hakim Abu Tjaya Achmad Junaidi, Achmad Afdal alfiah alfiah Andi Belgratia Bubun Bandaso Asrifai Bahar, Anisa Bajrei, Nurfadila Mahfud K. Dandan Haryono Dg. Masiga, Muhammad Anshar Erdiansyah ERDIYANSYAH, ERDIYANSYAH Fiki Ferianto Halida Halida Haris, Rini Hasan Muhamad Hasbullah Hasbullah Hasbullah Hilda Anjarsari Hinelo, Evi Intam Kurnia Isbon Pageno Isbon, Pageno Iwan Kemala Novriyanti Kondoj, Telly Hetty Isje Lanande, Idrus S. Laosi, Nurhasna M Nur Alamsyah Masuari, Nur Alfiqah Mayusa, Askar Moh Irsyad Pratama Mohammad Hatta A. Rumi Muh. Nawawi Muhammad Afandi Munari Munari Mustainah Mustainah M Mustainah Mappatoba Muthia, Muthia Muzakir Nasrullah Nasrullah Nasrullah Nawawi, Muh Nofitri, Nofitri Nuraisyah Nuraisyah Putri Syifarani, Athiyah Riyadi Slamet, Riyadi Rudi Salam Samad, Muhammad Ahsan Seniwati Seniwati, Seniwati Setiady, Muammar Fahmi Setiawati, Tuti Shadiq Sitti Chaeriah Ahsan Slamet Riadi Suasa Suasa SYAHRIAL SYAHRIAL Syahruddin Hattab Tenggelina, Magfirah Septiani Tofan, Tofan Wijaya, Andry Wiwinarsih, Wiwinarsih Yusnitha