eprintid: 43288 rev_number: 13 eprint_status: archive userid: 12378 dir: disk0/00/04/32/88 datestamp: 2021-09-15 08:20:16 lastmod: 2021-09-15 08:20:16 status_changed: 2021-09-15 08:20:16 type: article metadata_visibility: show contact_email: bayu.kusuma@uin-suka.ac.id creators_name: Ridla, M. Rosyid creators_name: Kusuma, Bayu Mitra Adhyatma creators_name: Solikhan, Munif title: CUSTOMER VS CITIZENS: MEMPERKUAT POSITIONING MAHASISWA DALAM MANAJEMEN PELAYANAN DAN REFORMASI BIROKRASI PERGURUAN TINGGI ISLAM ispublished: pub subjects: M subjects: ap subjects: is subjects: isl_org subjects: keb_pub subjects: mkpi full_text_status: public keywords: Service Management; Bureucratic Reform' Islamic Higher Education abstract: The term world class university is becoming a trending topic in the tertiary education environment in Indonesia. One of the study programs at UIN Sunan Kalijaga Yogyakarta that take the vision seriously is the Da'wah Management Study Program under the auspices of the Da'wah and Communication Faculty. This study program continues to boost efforts to internationalize institutions through a variety of academic and collaborative activities. But the question is whether the external strengthening has been balanced with internal reinforcement, in this case the service management and the campus bureaucratics reform. Based on this, further questions arise about how students' positions as service users, are treated as customers or citizens. This research uses a qualitative method and a descriptive approach. The results of comparative analysis based on New Public Management and New Public Service theories show that in service management and bureaucratic reform in the Da'wah Management Study Program, students are treated more as citizens, not as customers. This can be seen from several points of findings such as: (1) services are not based on individual interests, but overall students are based on the principle of equality, (2) service delivery is conducted in a fair manner in this case not interpreted as equal to absolute, but in accordance with conditions and needs or prioritizing inclusiveness, (3) service is not market-oriented where study programs open as wide a negotiation space as possible for each student interest, provide access and response to various student complaints, and (4) pay attention to multiple aspects of service such as accountability in law, community values, political norms, professional standards, and fulfilling the interests of students as citizens. date: 2021-06-30 date_type: published publication: Jurnal Ilmiah Syi’ar volume: 21 number: 1 publisher: IAIN Bengkulu pagerange: 1-15 refereed: TRUE issn: 2685-2934 official_url: https://ejournal.iainbengkulu.ac.id/index.php/syiar/index referencetext: Anggraeni, Angga Dewi, “Marketing Plan Sebagai Upaya Pencapaian Strategi Pemasaran Perguruan Tinggi Swasta”, BIEJ - Business Innovation and Entrepreneurship Journal Vol. 1 No. 1, 2019, doi.org/10.35899/biej.v1i1.14. Arkoun, Muhammad, Nalar Islam dan Nalar Modern: Berbagai Tantangan dan Jalan Baru, Jakarta: INIS, 1994. Astuti, Retno Sunu, “Pengembangan Kapasitas: Strategi Internasionalisasi Pendidikan Tinggi di Indonesia”, Gema Publica: Jurnal Manajemen dan Kebijakan Publik Vol. 2 No. 1, 2016, doi.org/10.14710/gp.2.1.2016.1-12. Creswell, John W., Qualitative Inquiry and Research Design, New York: Sage Publications, 1998. Denhardt, Robert B. dan Denhardt, Janet V., The New Public Service: Serving, Not Steering, New York: M. E. Sharpe, 2000. Dwiyanto, Agus, Mewujudkan Good Governance Melalui Pelayanan Publik, Yogyakarta: Gadjah Mada University Press, 2008. Kusuma, Bayu Mitra A., “Kebijakan Publik Pro Dakwah: Strategi dalam Mengawal Transisi Masyarakat”, Ahmad Izudin dan Bayu Mitra A. Kusuma (eds.), Dakwah Milenial: Dari Kajian Doktrinal Menuju Transformasi Sosial, Yogyakarta: Samudra Biru dan PSDT FDK UIN Sunan Kalijaga, 2017. Kusuma, Bayu Mitra A., “Membumikan Dynamic Governance dalam Meningkatkan Profesionalisme Manajemen Penyelenggaraan Haji”, Journal of Public Sector Innovation Vol. 1 No. 1, 2016. Kusuma, Bayu Mitra A. dan Octastefani, Theresia, “Implementasi Program Jaminan Pelayanan Kesehatan Masyarakat Banyuwangi (JPKMB) dalam Mewujudkan Pelayanan Kesehatan Primer Bagi Seluruh Lapisan Masyarakat”, IJPA – The Indonesian Journal of Public Administration Vol. 2 No. 1, 2015. Miles, Matthew B. dan Huberman, Michael A., Qualitative Data Analysis: A Source Book of New Methods, London: Sage Publication, 1998. Moleong, Lexi J., Metode Penelitian Kualitatif, Bandung: Remaja Rosdakarya, 2000. Nur’aini, Hanifah dan Fatimah, Siti, “Perbedaan Tingkat Kepuasan Mahasiswa Jurusan Manajemen Dakwah pada Konsentrasi Manajemen Lembaga Keuangan Islam (MLKI) dan Manajemen Sumber Daya Manusia (MSDM)”, Jurnal Manajemen Dakwah Vol. 1 No. 1, 2015, doi.org/10.14421/jmd.2015.%25x. Osborne, David dan Gaebler, Ted, Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector, New York: Penguin, 1993. Putra, I Komang Mahayana dan Yasa, Nyoman Kerti, “Pengaruh Kualitas Pelayanan terhadap Kepuasan Mahasiswa, Citra, dan Positive Word of Mouth Politeknik Negeri Bali”, Jurnal Bisnis dan Kewirausahaan Vol. 11 No. 1, 2015. Ridla, M. Rosyid, Kusuma, Bayu Mitra A., dan Solikhan, Munif, “Mainstreaming Jurnal Ilmiah Sebagai Platform Pengembangan Kurikulum Manajemen Dakwah”, Jurnal Manajemen Dakwah Vol. 3 No. 2, 2017, doi.org/10.14421/jmd.2017.%25x. Said, Mas’ud, Birokrasi di Negara Birokratis: Makna, Masalah, dan Dekonstruksi Birokrasi Indonesia, Malang: UMM Press, 2012. Taman, Abdullah, “Analisis Kualitas Pelayanan Terhadap Kepuasan Mahasiswa pada Fakultas Ekonomi Universitas Negeri Yogyakarta”, Jurnal Nominal: Barometer Riset Akuntansi dan Manajemen Indonesia Vol. 2 No. 1, 2013. Yuniarti, Yenny, “Pengaruh Kualitas Pelayanan terhadap Kepuasan Mahasiswa Program Ekstensi Fakultas Ekonomi Universitas Jambi”, Jurnal Ekonomi Trikonomika Vol. 13 No. 1, 2017. Zulfa, Umi, “Transformasi Internasionalisasi Perguruan Tinggi Menuju World Class University”, Literasi: Jurnal Ilmu Pendidikan Vol. III No. 1, 2012. citation: Ridla, M. Rosyid and Kusuma, Bayu Mitra Adhyatma and Solikhan, Munif (2021) CUSTOMER VS CITIZENS: MEMPERKUAT POSITIONING MAHASISWA DALAM MANAJEMEN PELAYANAN DAN REFORMASI BIROKRASI PERGURUAN TINGGI ISLAM. Jurnal Ilmiah Syi’ar, 21 (1). pp. 1-15. ISSN 2685-2934 document_url: https://digilib.uin-suka.ac.id/id/eprint/43288/1/2474-14766-1-PB.pdf