Servqual Agility On PTN-BH Performance with Environmental Dynamics as a Moderation

P. Erianto Hasibuan; Fredianaika Istanti; Nurul Kamilia; Ahmad Zaenuri; Monica Widiyandari; Aminatus Zuhriyah; Prita Andini

doi:10.2991/978-94-6463-522-5_23

<Previous Article In Volume

Next Article In Volume>

Servqual Agility On PTN-BH Performance with Environmental Dynamics as a Moderation

Authors

P. Erianto Hasibuan¹^{, *}, Fredianaika Istanti², Nurul Kamilia³, Ahmad Zaenuri⁴, Monica Widiyandari⁵, Aminatus Zuhriyah⁶, Prita Andini⁶

¹Department of Economic and Business, Universitas Negeri Semarang, Semarang, Indonesia

²Department of Economic and Business, Universitas Negeri Semarang, Semarang, Indonesia

³Department of Economic and Business, Universitas Negeri Semarang, Semarang, Indonesia

⁴Department of Economic and Business, Universitas Negeri Semarang, Semarang, Indonesia

⁵Department of Economic and Business, Universitas Negeri Semarang, Semarang, Indonesia

⁶Department of Economic and Business, Universitas Negeri Semarang, Semarang, Indonesia

^*Corresponding author.

Corresponding Author

P. Erianto Hasibuan

Available Online 4 October 2024.

DOI: 10.2991/978-94-6463-522-5_23 How to use a DOI?
Keywords: Service Quality Agility; Environmental Dynamism; Performance; PTN-BH
Abstract: Performance is a crucial component for higher education institutions as it reflects the efficiency and effectiveness of utilizing resources such as time, labour, funds, and human capital in achieving organizational goals. Modern universities face a multitude of challenges, including intense competition for students and the need to meet various accreditation standards. This study aims to explore an alternative performance measurement system that is relevant and effective, supported by robust management strategies, particularly in optimizing service quality implementation. The goal is to ensure the sustainable performance of state-owned universities PTN-BH with autonomous financial management in the face of these challenges. This study’s findings are expected to make a significant contribution to enhancing the performance of PTN-BH universities, supported by the optimization of Serqual implementation and environmental dynamism as a moderator. The role of effective service quality (Servqual) optimization leads to improved performance of education personnel if the support of environmental dynamism increasingly provides positive values or benefits for PTN-BH universities. Furthermore, the study suggests that these findings can serve as a stimulus for education personnel to continuously create and innovate in implementing service quality.
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

<Previous Article In Volume

Next Article In Volume>

Volume Title: Proceedings of the International conference of Economics Business and Economics Education Science (ICE-BEES-24)
Series: Advances in Economics, Business and Management Research
Publication Date: 4 October 2024
ISBN: 978-94-6463-522-5
ISSN: 2352-5428
DOI: 10.2991/978-94-6463-522-5_23 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

ris enw bib

TY  - CONF
AU  - P. Erianto Hasibuan
AU  - Fredianaika Istanti
AU  - Nurul Kamilia
AU  - Ahmad Zaenuri
AU  - Monica Widiyandari
AU  - Aminatus Zuhriyah
AU  - Prita Andini
PY  - 2024
DA  - 2024/10/04
TI  - Servqual Agility On PTN-BH Performance with Environmental Dynamics as a Moderation
BT  - Proceedings of the International conference of Economics Business and Economics Education Science (ICE-BEES-24)
PB  - Atlantis Press
SP  - 283
EP  - 296
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-522-5_23
DO  - 10.2991/978-94-6463-522-5_23
ID  - Hasibuan2024
ER  -

download .riscopy to clipboard