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Abstract
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.
Highlights
Higher education is an organization or institution that educates students and produces graduates with high ability and competence
A significant amount of effort is needed to improve the value of education services continuously by focusing on the interests of increasing service user satisfaction
Various types of higher education services include academic information system services, library services, English services, sports facilities services, health services, and others need an evaluation to ensure the quality of such services
Summary
Higher education is an organization or institution that educates students and produces graduates with high ability and competence. As an institution that produces graduates with high qualifications, higher education such as the university should be able to properly manage the services available so that the available services can be delivered maximally to its stakeholders. The biggest portion of service users is students. A significant amount of effort is needed to improve the value of education services continuously by focusing on the interests of increasing service user satisfaction. Students become the biggest users in experiencing a higher education service. Student satisfaction is often used to assess the quality of education in a university. The quality of education can be determined by meeting the needs and expectations of students
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