The Effects of Good University Governance on the Public Services Quality of State Islamic University

Abstract

This article aims to determine whether good university governance affects the public service quality of State Islamic Institutes. Public services quality indicators used in this research adopt the criterion proposed by Parasuraman. The study occurred in one of the State Islamic Institutes (IAIN), Syekh Nurjati Cirebon, West Java, Indonesia. The population and samples were taken from Tarbiyah and Teacher Training Faculty of IAIN Syekh Nurjati Cirebon students. The research employed a quantitative method by developing a valid and reliable questionnaire survey to collect empirical data. A 1 to 5 Likert scale measured the constructs, and the scale represents the rank of strongly disagree to agree strongly. Furthermore, the data were analyzed using the Structural Equation Modelling (SEM) tool based on the variant and Partial Least Square (PLS). The results show that implementing sound university governance principles significantly and directly affected public service quality. As the implementation of the research results, it is highly recommended to improve the application of the principles of Good University Governance: transparency, accountability (especially to stakeholders), responsiveness (participation), independence (in opinion and decision-making), fairness, assurance of quality and relevance, effectiveness and efficiency, and non-profit; to improve public service quality based on the principles of tangibles, and process-oriented: reliability, responsiveness, assurance, and empathy.