The Service Quality Level of Higher Educational Organizations: An Institutional Strengthening Based View

Abstract

The development of education aims to improve the quality of educational services in order to escalate the satisfaction of every user of educational services, particularly the students and the educational outcome generally. In doing so, the improvement of the quality of the educational services providers, e.g. higher education, must be carried out properly by both the government and private organizations. However, this study finds in the literature, that there are less studies explains the service quality inside higher educational institutions with the approach of institutional strengthening to disclose the influence of institutional strengthening on service quality of higher educational institutions, particularly, the institutions from developing countries. As such, the objective of this study is constructed through the emphasis on the role of institutional strengthening on the quality and of public educational service, especially the higher educational public institutions. This study applies quantitative method through the questionnaire distributions and statistical measurement approach. Using the simple random sampling, eventually, this study obtains 93 returned questionnaires that meet the requirement to be tested statistically further. As theoretical implication, this study finds that institutional strengthening plays a significant role on service quality development. This study also recommends a constructive guideline for business owners, especially SMEs to enhance their marketing strategy as for the managerial contribution.