Design Thinking Strategy On Improving Academic Administration Bureau Services (Case Study: Bakrie University)

Metha Erzha Chairani; Arief Bimantoro Suharko

doi:10.58471/scientia.v13i03.2575

Metha Erzha Chairani Magister Of Management, Bakrie University, Indonesia
Arief Bimantoro Suharko Magister Of Management, Bakrie University, Indonesia

DOI: https://doi.org/10.58471/scientia.v13i03.2575

Keywords: Design Thinking, Academic Administration Services, Bakrie University, Service Innovation.

Abstract

This research discusses the application of design thinking strategies in improving services at the Academic Administration Bureau of Bakrie University. Design thinking, as an approach that focuses on a deep understanding of user needs, was adapted to identify and address challenges faced in academic administration services. Through a qualitative method involving observation, interviews, and documentation analysis, this study found that design thinking can improve the service process by socializing with students to integrate user perspectives and increase student satisfaction. This research concluded that design thinking can be used to improve Bakrie University services by socializing to stakeholders about services so that a target of 90% of active students at Bakrie University understand existing services is obtained. The results of implementing this strategy show an increase in service quality, as well as providing valuable insights for the development of academic administration services in higher education.

Downloads

Download data is not yet available.

References

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Brown. (2008). Applying Design Thinking: Harvard Business School Publishing Corporation., 19–19. https://doi.org/10.1145/3347709.3347775.

Ida Ayu Aryani Kemenuh. (2020). Peran Manajemen Layanan Akademik Dalam Peningkatan Mutu Akademik Perguruan Tinggi. PINTU:Pusat Penjaminan Mutu, 1.

Lor, R. R. (2017). Conference Proceedings. ResearchGate. https://www.researchgate.net/publication/324684320%0D

Lor, R. R. (2017). Design Thinking in Education: A Critical Review. In Asian Conference on Education and Psychology (Issue May 2017).

Mauliya, A. (2021). Empathy dan Design Thinking dalam Inovasi Manajemen Pendidikan Islam di Era Disruptif. ResearchGate, 10. https://www.researchgate.net/publication/350699885

Putra, Y. Y. & M. E. P. (2021). Metode Design Thinking Dalam Perancangan Media Promosi Kesehatan Berbasis Keilmuan Desain Komunikasi Visual. BESAUNG, 6.

Sayidah, N., Ady, S. U., Supriyati, J., Sutarmin, Winedar, M., Mulyaningtyas, A., & Assagaf, A. (2019). Quality and university governance in Indonesia. International Journal of Higher Education, 8(4), 10–17. https://doi.org/10.5430/ijhe.v8n4p10

Solekhul Amin. (2017). Strategi Peningkatan Kualitas Pelayanan Akademik Pada Sekolah Tinggi. Wahana Akademika, 4.

Sudana, I. K., Anggreni, N. L. P. Y., & Indrawan, I. P. E. (2021). Pengaruh Kualitas Pelayanan

Undang- undang Republik Indonesia Nomor 12. (2012). Undang-Undang Republik Indonesia Nomor 12 Tahun 2012 Tentang Pendidikan Tinggi (Vol. 19, Issue 5).

Undang- Undang RI, N. 25. (2009). Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 Tentang Pelayanan Publik. In Undang-Undang Republik Indonesia Nomor 25 (Vol. 19, Issue 19, p. 19).

Undang-Undang Republik Indonesia Nomor 20. (2003). Undang-Undang Republik Indonesia Nomor 20 Tahun 2003 Tentang Sistem Pendidikan Nasional. In Demographic Research (Vol. 49, Issue 0, pp. 1-33 : 29 pag texts + end notes, appendix, referen).

Yuni Septiani, Edo Arribe, R. D. (2020). Analisis Kualitas Layanan Sistem Informasi Akademik Universitas Abdurrab Terhadap Kepuasaan Pengguna Menggunakan Metode Sevqual (Studi Kasus: Mahasiswa Universitas Abdurrab Pekanbaru). JURNALTEKNOLOGIDANOPENSOURCE, 3.