Complaints Handling Model as an Instrument of Public Service in Higher Education: A Case at Jenderal Soedirman University

Abstract

This study attempts to measure the extent to which the service quality in complaints handling determines the quality of a higher education institution. This study following a descriptive qualitative approach is based on a focus group discussion as the data collection technique. Informants as the subject of this study were 20 students who were administrators of the executive body of students at the university and faculty levels as well as administrators of student activity units. While the object in this study was the communication mechanism needed in the management of complaints in higher education institutions. This study identifies three important areas in successfull complaints handling: variety of communication channels, responsive and having high empathy officers, and providing comprehensive information in response to the submitted