English Course Service Development Model for Quality of Public Service in Higher Education

Abstract

This study aims to analyze the service quality of English courses provided by UPT Language University. This research is descriptive qualitative research. Two UPT Languages at leading universities in Indonesia were used as research subjects. Data collection techniques in this study are interview techniques, documentation, and observation (observation). The latest finding in this research is the TRRAELE model which is an acronym for Tangible, Reliability, Responsiveness, Assurance, Empathy, and Language ethics. This model was created based on problems that occur in the field based on research gaps that expectations do not match reality. The TRRAELE model is the result of the author's contribution as a research novelty which will also be useful for other researchers. The steps of the TRRAELE model are 1) Identifying service problems that occur. 2) Looking at services from a tangible dimension, taking into account several indicators, namely physical completeness, and appearance of staff and instructors. 3) Look at the service reliability dimension, namely the clarity of course registration procedures, the skills of staff and instructors in serving participants, and the presence and readiness of staff and instructors to serve (teach). 4) Look at the responsive dimension of service, namely the speed of staff in providing services, the speed of staff in solving service problems and responding to questions from course participants quickly. 5) Look at the service dimension of assurance, namely the staff informs the time of the course, and the ability of staff and instructors to answer questions. 6) Looking at the service dimension of empathy, namely the friendliness and treatment of staff and instructors. 7) Looking at the service dimensions of language ethics, namely the rules and ways of speaking when providing services. 8) Maximizing course services.