SERVICE SYSTEM DESIGN AT UNIVERSITY WITH BENEFIT ANDEXPERIENCE APPROACH

Abstract

The world of education, in this case universities, can be seen as service
providers, while students are seen as service users. Students are the most important element for educational institutions, listening to whether the services provided are in accordance with their expectations. Education payment services or what is often referred to as SPP/BPP are financial transactions or payments made by students with the aim of supporting
educational development activities. The purpose of this research is to assist tertiary institutions in improving the quality-of-service quality by analyzing the priority of improvements that must be carried out immediately along with the
corrective steps. Based on the research results, it is known that the proposed service system specifications for tertiary institutions are in accordance with the needs of students. some of the attributes proposed are (1) Payment procedures, (2) The concept of payment with experience & benefits, (3) Service systems, and (4) Service response.