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 and Prita Andini
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P. Erianto Hasibuan: Universitas Negeri Semarang, Department of Economic and Business
Fredianaika Istanti: Universitas Negeri Semarang, Department of Economic and Business
Nurul Kamilia: Universitas Negeri Semarang, Department of Economic and Business
Ahmad Zaenuri: Universitas Negeri Semarang, Department of Economic and Business
Monica Widiyandari: Universitas Negeri Semarang, Department of Economic and Business
Aminatus Zuhriyah: Universitas Negeri Semarang, Department of Economic and Business
Prita Andini: Universitas Negeri Semarang, Department of Economic and Business

A chapter in Proceedings of the International conference of Economics Business and Economics Education Science (ICE-BEES-24), 2024, pp 283-296 from Springer

Abstract: 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.

Keywords: Service Quality Agility; Environmental Dynamism; Performance; PTN-BH (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-522-5_23

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