Customer Satisfaction Analysis Based On SERVQUAL Method to Determine Service Level of Academic Information Systems on Higher Education

I Gusti Putu Asto Buditjahjanto(1*),

(1) Universitas Negeri Surabaya
(*) Corresponding Author


Higher education institutions such as universities or institutes that create graduate students with high qualifications must be able to provide the best services to their stakeholders. One kind of higher education service is academic information system services. The service quality level of the academic information system in a university can be decided by measuring the level of users’ perception and the level of users’ expectations that can be fulfilled. As an organization that offers academic information system services, the university must be able to measure the level of academic information system services as an approach to ensure the quality of services. This study aims to determine the level of customer satisfaction index in terms of service of higher education academic information systems using the service quality method. The service quality method is used to identify academic information system services that are analyzed based on the service quality dimensions. The results show that the value of the customer satisfaction index is 77.37% which refers to the satisfied category.


customer satisfaction index; service quality; weighted gap score; academic information system; quality improvement

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