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email:  \n[yusiefitria@gmail.com](yusiefitria@gmail.com)  \nPublished 2 October 2023  \nPublishing services provided by Knowledge E  \n Yusie Fitria et al. This article is distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use andredistribution provided that the original author and source are credited.  \nSelection and Peer-review under the responsibility of the 1st DIC Conference Committee.  \nConference Paper  \nThe Existence of Integrated Service Units in Improving Management and Public Services Quality at Universities in Indonesia  \nYusie Fitria1 , V. Rudy Handoko2 , Rachmawati Novaria2  \n1 Public Administration, August 17, 1945 Samarinda University, Indonesia 217 August 1945 Surabaya University, Indonesia  \nAbstract.  \nThe study aims to analyze and gather information about the implementation of an Integrated Service Unit (ULT) to improve quality management and service quality at universities in Indonesia. The context for this research is the highly competitive and tight competition for quality management and public service quality among universities in the last decade. In response to the low quality of higher education administration services in Indonesia, the concept of service bureaucratic reform led to the establishment of Integrated Service Units.  \nThe research type is library research or literature review, where the researchers rely on existing literature to gather data. The research follows a descriptive qualitative approach with observation tools to analyze the existence of Integrated Service Units that have a high presence in the world of university administration services and have received awards or appreciation from the government. The results of the research indicate that the services implemented by the Integrated Service Units have quality management and service quality that adhere to established standards and principles of public service. The infrastructure of the service system is built using an electronic-based service system (SPBE). The activities are carried out in an integrated manner and are closely connected with other work units to provide cross-unit services in the university or faculty. The service process is completely digitized, using applications developed by each tertiary institution.  \nKeywords: integrated service unit, quality management, service quality  \n1. Introduction  \nPublic service within the meaning of Law No. 25 of 2009 is an activity or series of activities to fulfill service needs in accordance with laws and regulations for every citizen and resident of goods, services, and/or administrative services provided by public service providers. In public services, there are three important elements: the organization of public service providers; elements of service recipients (customers), namely people, communities, or organizations of interest; and satisfaction given or received by service recipients (customers). As an institution or organization providing services to the public, it is necessary to provide satisfaction to service recipients. Both  \nHow to cite this article: Yusie Fitria, V. Rudy Handoko, Rachmawati Novaria, (2023), “The Existence of Integrated Service Units in Improving Management and Public Services Quality at Universities in Indonesia” in 1st Doctoral International Conference 2023 , KnE Life Sciences, pages 768–778. DOI 10.18502/kss.v8i17.14176  \nPage 768  \nin terms of the service process and the results or final products of services received by the public. The ultimate goal of public service is customer satisfaction.  \nTo obtain customer satisfaction with a maximum community satisfaction index, an organization must take action with the purpose of maintaining quality, namely, good quality management. This action includes a series of other activities, such as determining service quality standards in accordance with rules on publ","cbCaip8AU0qeqmKZ","https://ap.wps.com/l/cbCaip8AU0qeqmKZ","pdf",294866,11,"English","# Introduction\n## Public service foundations\n## Service quality standards and indicators\n## One-stop integrated services and regulation\n# Research approach and data sources\n## Library research and literature review\n## Descriptive qualitative analysis\n# Findings and discussion\n## Quality management and public service quality standards\n## Electronic-based integrated service systems (SPBE)\n## Digitized cross-unit service processes","[{\"question\":\"What is the main purpose of the Integrated Service Unit (ULT) in this study?\",\"answer\":\"To improve quality management and public services quality at universities in Indonesia, addressing weaknesses in higher-education administration services.\"},{\"question\":\"What research method is used to gather data?\",\"answer\":\"Library research (literature review) supported by a descriptive qualitative approach to analyze the existence and implementation of ULTs.\"},{\"question\":\"How do the ULT services improve service quality in practice?\",\"answer\":\"They follow established public service standards and principles, use an electronic-based service system (SPBE), and run digitized, integrated processes that connect related university work units.\"}]","The Existence of Integrated Service Units in Improving Management and Public Services Quality at Universities in Indonesia | PDF",28]