Revealing student satisfaction related to academic information services using the Kano model

Abstract

Information technology is one of the campus facilities. The information system department evaluates the use of information technology periodically by measuring user satisfaction. This study uses the Kano model to reveal student satisfaction related to the utilization and improvement of information technology in academic information services. Representation of the Kano quality category shows that the availability of conventional academic information services increases student satisfaction. The existence of an information technology that provides self-service practices without space and time constraints can further enhance student satisfaction.