Analisis Tingkat Kepuasan Pengguna SIAKAD Menggunakan Metode Service Quality (SERVQUAL) di Institut Sosial dan Teknologi Widuri

Abstract

Academic Information Systems (SIAKAD) play an important role in supporting the delivery of academic services within higher education institutions. The effectiveness of such systems is determined not only by their technological performance but also by users’ assessments of the services they experience. This research examines the satisfaction of students at Institut Sosial dan Teknologi Widuri with SIAKAD services by applying the Service Quality (SERVQUAL) model. The evaluation compares students’ actual service perceptions with their expected level of service across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Research data were obtained through questionnaires completed by students who had used the system. The collected responses were processed through validity and reliability tests, mean score calculations for perceptions and expectations, and gap analysis. The findings reveal positive gap scores in all five dimensions, indicating that the services provided were considered to have fulfilled students’ expectations. Assurance produced the largest gap score of 0,55, whereas Empathy recorded the smallest gap score of 0,22. These results can support institutional efforts to evaluate and enhance the quality of SIAKAD services.