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All Journal ARISTO Civic Governance and Public Administration
Suci Arliani
Universitas Muhammadiyah Mataram
Languange, Linguistic, Communication & Media Social Sciences

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Analysis of Public Services in Improving the Quality of HigherEducation at Muhammadiyah University of Mataram Muliani Muliani; B. Neeraja; Suci Arliani
Civic Governance and Public Administration Vol. 1 No. 2 (2025): CGPA (Desember)
Publisher : CV. Abhinaya Indo Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.64021/cgpa.1.2.70-91.2025

Abstract

Good public services in higher education not only have an impact on administration, but also influence the learning process. The support provided to students and lecturers through library services, laboratories, information technology assistance and other facilities can improve the quality of education. The quality of public services provided by Muhammadiyah University of Mataram will reflect the reputation of the institution as a whole. The positive or negative image formed from the experiences of students, lecturers and the community regarding the services provided will influence the wider community's perception of the university. By understanding the importance of public services in improving the quality of higher education, Mataram Muhammadiyah University can take strategic steps to improve the services provided to all its stakeholders. This will help universities improve their reputation, quality of education and competitiveness in the world of higher education. This type of research is descriptive with a quantitative approach with a research focus on Public Services in Improving the Quality of Higher Education at Muhammadiyah University of Mataram. The research results show that judging from the results of the distribution table of respondents' answers to the quality of public services in improving the quality of higher education at Muhammadiyah University of Mataram, an average score of 20.00 was obtained from the 5 items with a total of 85 respondents. Judging from the results of the validity and reliability tests above, it can be seen that the calculated r value is 4,000 > r table is 0.213, it can be said that the data is valid, from the data reliability test results it can be seen that the Cronbach's Alpha value is 0.848 which is greater than 0.6 so it can be said the data is reliable.
Servqual Model in Tourism Development in the Mandalika Special Economic Zone Suci Arliani; Asfarony Hendra Nazwin; Mustamin Mustamin; Rifaid Rifaid; Theresia Octastefani
ARISTO Vol 14 No 1 (2026): January
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24269/ars.v14i1.12569

Abstract

The Mandalika Special Economic Zone (SEZ) is considered a very important tourism destination. However, its management faces problems such as the centralization of ITDC authority, limited community participation, and poor service quality in various areas.  In this situation, service quality evaluation must be carried out comprehensively using an approach that can see multi-actor dynamics.  The purpose of this study is to examine how the application of the SERVQUAL model helps improve tourism service quality in the Mandalika SEZ and to identify how ITDC, the Central Lombok Tourism Office, and Pokdarwis contribute to the five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The method used is a descriptive qualitative approach with in-depth interview and participatory observation techniques, thematic analysis assisted by NVivo 12 Plus.  The results show that ITDC authorities dominate the tangibles dimension through infrastructure development and area aesthetics, while trust, responsiveness, assurance, and empathy are more influenced by regional institutional capacity and community empowerment, including human resource training, provision of information centers, organization of cultural activities, and development of community-based ecotourism. The results show that physical development is not the only factor contributing to service quality improvement; institutional coordination, investment in human resources, and strengthening the role of the community are all factors that contribute to service quality improvement.  This study finds that SERVQUAL has the ability to explain the configuration of Mandalika's service governance and serves as the basis for a more inclusive and sustainable service improvement model in destinations with a multi-actor structure. Keywords: Servqual Model Service Quality; Mandalika SEZ; Sustainable Tourism; Community empowerment;
Co-Authors Asfarony Hendra Nazwin B. Neeraja Muliani Muliani Mustamin H. Idris Rifaid Rifaid Theresia Octastefani