EVALUASI KUALITAS LAYANAN SISTEM INFORMASI AKADEMIK (SIAKAD) MENGGUNAKAN METODE E-SERVQUAL UNTUK MENINGKATKAN KEPUASAN MAHASISWA

Abstract

This study evaluates the electronic service quality of the Student Service Center, the academic information service used by students of Universitas Amikom Purwokerto, and describes student satisfaction based on questionnaire responses. A descriptive quantitative survey was conducted using an online questionnaire with 48 submitted responses. The instrument covered respondent characteristics, use of academic features, reported service problems, 16 statements formulated in terms of expected service attributes across efficiency, system availability, fulfillment, and privacy, and three satisfaction indicators. Descriptive statistics were calculated using frequencies, percentages, and mean Likert scores. The results show that all 48 respondents (100%) were active students of Universitas Amikom Purwokerto. Thirty-eight respondents (79.2%) reported having experienced problems. The highest-priority feature for improvement was the course announcement menu (32 selections), followed by submission of Surat Tugas and SKKM (29), academic agenda (25), notifications (24), academic advising records (22), and RPS (20). The mean score of the 16 expectation-oriented statements was 4.684 out of 5, whereas the mean of the three satisfaction indicators was 3.333 out of 5. These figures describe different constructs and must not be interpreted as an E-ServQual gap. The available spreadsheet contains expectation-worded statements rather than matched perception and expectation measurements; therefore, a perception-minus-expectation gap cannot be calculated. The findings indicate strong student expectations regarding reliable, accessible, accurate, and secure electronic services, alongside moderate reported satisfaction and concrete operational issues requiring improvement.