Service Excellence in Educational Administrative Services: A Qualitative Case Study in Sidoarjo Regency

Rizka Nadilla Putri; Ima Widiyanah

doi:10.56741/IISTR.bei.002746

Authors

Rizka Nadilla Putri
rizka.23234@mhs.unesa.ac.id
Surabaya State University https://orcid.org/0009-0001-1476-1914
Ima Widiyanah State University of Surabaya https://orcid.org/0000-0002-5191-9565

DOI:

https://doi.org/10.56741/IISTR.bei.002746

Keywords:

A6 framework, educational administrative services, external customers, public service, qualitative case study, service excellence

Abstract

Service excellence is important in ensuring that public educational administrative services respond to users’ needs. This study examines the implementation of service excellence at the Education Quality Division of the Department of Education and Culture of Sidoarjo Regency, Indonesia. A qualitative case study design was employed. Data were collected through semi-structured interviews, observation, and documentation involving one service staff member and three external customers who had accessed different administrative services. Data were analyzed through data reduction, data presentation, and conclusion drawing, with source and technique triangulation used to support credibility. The findings indicate that service personnel explained administrative procedures, clarified document requirements, listened to customers’ concerns, and provided direct assistance. Customers also described receiving follow-up information when an administrative document was ready for collection. Although the customers generally reported positive service experiences, one customer emphasized the need for clearer communication about processing progress and expected completion times. Evidence concerning the appearance dimension was limited, particularly regarding the physical appearance of service personnel. The study provides a context-specific interpretation of service excellence through Barata’s A6 framework. Its findings describe the experiences of the informants and the handling of their administrative needs rather than statistically measuring customer satisfaction or establishing causal relationships.

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Author Biographies

Rizka Nadilla Putri, Surabaya State University

is affiliated with the Department of Educational Management, Faculty of Education, Surabaya State University, Surabaya, Indonesia. She is an undergraduate student in Educational Management with research interests in educational administration, public educational services, service quality, and external customer satisfaction (email: rizka.23234@mhs.unesa.ac.id).

Ima Widiyanah, State University of Surabaya

is affiliated with the Faculty of Education, State University of Surabaya, Surabaya, Indonesia. She serves as the Secretary of the Quality Assurance Group at the Faculty of Education, Universitas Negeri Surabaya. (email: imawidiyanah@unesa.ac.id).

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