Analisis Layanan Sistem Informasi Akademik Unisbank Berdasarkan Kepuasan Mahasiswa dengan Pendekatan ServQual

Rindu Pridiqva Azzahra; Kristophorus Hadiono

doi:10.24246/aiti.v19i2.137-152

Rindu Pridiqva Azzahra Universtitas Stikubank
Kristophorus Hadiono Universitas Stikubank https://orcid.org/0000-0002-5241-6732

DOI: https://doi.org/10.24246/aiti.v19i2.137-152

Keywords: academic information system, service quality, user expectation, user satisfaction

Abstract

Academic services have significant development, which showed by the increasing variety of services used in the university. One of the essential services is the academic information system services. A university must be able to manage its academic information systems to support its students. The student's expectations and satisfaction with the university can be seen, one of them with the value of the academic information system service quality. Therefore, university efforts are needed to improve academic information system services to meet student expectations and satisfaction. To understand the academic information service quality, universities can do a measurement the services that have been provided. The reason for the research is to know whether the academic information system service has an effect and meets student expectations and satisfaction or not. Data were collected by questionnaires. The collected data was tested using reliability, validity, and linear regression using the R programming language. The validity and reliability test results inform that all variables were valid and reliable. The linear regression test resulted in the system quality and expectations variables having a simultaneous effect on satisfaction variables. The partial test result was given that only service quality affects the satisfaction variable.

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