Service Encounter Condition, Service Quality and Frontline Employees' Role in Higher Education

摘要

Frontline employees (FLE), has an important role in supporting the successful delivery of services to support the achievement of customer satisfaction through the delivery service encounter. In a business environment services, customer satisfaction is often influenced by the quality of interpersonal relationships and interactions between customers and FLE. The research question is formulated to answer five things, namely: (1) What types of administrative service encounter. (2) How to program the service recovery (3) What were the qualification of FLE, (4) What was the Quality of Service Level, and (5) How was the relationship between the variables. Referring to the limits and in accordance with the purpose of the research that has been formulated, this study used Explanatory Survey Method. The population of study was frontline in West Java colleges; which consists of State Universities Non Owned Legal Entity (SUNOLE), State Universities Owned Legal Entity (SUOLE), accredited Private Universities (PU) and Non-accredited Private Universities (NAPU). The results showed that in general, services administrative at four kinds universities did not show a significant difference. The service delivery performance in all four types of universities shown that the range was quite good, especially in the aspect of new admissions selection, lectures preparation, lectures process and exams. An important finding of this study was that all the college had not shown the optimal performance in the services delivery, especially in the aspect of administrative employees' service attitude.