Academic Service Quality of Government Employees with Work Agreements (PPPK) at the Faculty of Social and Political Sciences, Tadulako University

Journal: International Journal of Economics, Management and Accounting

Publication: 2026-09-27

DOI: 10.47353/ijema.v3i10.423

Abstract

Academic services are a critical form of public service in higher education because their quality directly supports the continuity of academic administration and the learning process. This study aims to examine and analyze the quality of academic services provided by Government Employees with Work Agreements (PPPK) serving as educational administrative staff at the Faculty of Social and Political Sciences, Tadulako University, using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study employed a qualitative descriptive approach. Eleven informants participated, consisting of the Vice Dean for Academic Affairs, PPPK educational staff, students, and lecturers. Data were collected through observation, interviews, and documentation and strengthened through triangulation. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña through data condensation, data display, and conclusion drawing and verification. The findings indicate that the overall quality of academic services was fairly good but had not reached an optimal level. Tangibles were supported by computers, printers, internet access, service rooms, and digital systems, although facility maintenance and network stability require improvement. Reliability was supported by adherence to duties and procedures, while delays occurred because of coordination, document verification, incomplete requirements, and system disruptions. Responsiveness, assurance, and empathy were also fairly good, but service speed, completion-time certainty, competency updating, and consistency during peak workloads require strengthening.