International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Open Access | Fully Refereed | Peer Reviewed

ISSN: 2319-7064

Downloads: 155

Case Studies | Computer Science & Engineering | Indonesia | Volume 7 Issue 10, October 2018

Analysis of Service Quality on Academic Information System toward User Satisfaction Using Kano Method Base on SERVQUAL Dimensions (Case Study: Academic Information System on STT Wastukancana Purwakarta)

Dayan Singasatia, Irsan Jaelani

Competitive competition among colleges requires that they do excellent service for all components to involve in business processes. In order to meet these needs, then the academic information system is one of the media that need to be considered by colleges in providing the best service to students. An academic information system at each college has different services, according to the needs and facilities provided by the campus. Services provided in order to improve the service quality of a system can be one indicator in measuring user satisfaction. The problems that arise are which services should be improved and that must be maintained to achieve user satisfaction academic information system. So the steps taken in this study is to identify the attributes for each dimension of quality service. The result is 16 attributes for 5 dimensions of quality service. It then identifies how the students preferences as users of the system to the academic information system and satisfaction grade of each service attribute by Kano method. Then each service attribute measured the gap between performance and expectations. So it can be mapped to each attribute that has been calculated service gap with the grade generated from Kano method. The main result of this study is to make priority which service attribute should be improved or maintained in order to achieve user satisfaction of academic information system.

Keywords: Service, Satisfaction, Kano, Academic Information System

Edition: Volume 7 Issue 10, October 2018

Pages: 1666 - 1672

Share this Article

How to Cite this Article?

Dayan Singasatia, Irsan Jaelani, "Analysis of Service Quality on Academic Information System toward User Satisfaction Using Kano Method Base on SERVQUAL Dimensions (Case Study: Academic Information System on STT Wastukancana Purwakarta)", International Journal of Science and Research (IJSR), https://www.ijsr.net/search_index_results_paperid.php?id=ART20192369, Volume 7 Issue 10, October 2018, 1666 - 1672

Enter Your Email Address


Similar Articles with Keyword 'Service'

Downloads: 1

Research Proposals or Synopsis, Computer Science & Engineering, India, Volume 10 Issue 6, June 2021

Pages: 705 - 706

An Analysis on Voice Assistant

Shravankumar Jha

Share this Article

Downloads: 1

Research Paper, Computer Science & Engineering, India, Volume 10 Issue 6, June 2021

Pages: 1240 - 1249

Secure Methods for Supplychain Management to Protect from Attacks in Blockchain

B. Ratnakanth, K. Venkata Ramana

Share this Article

Similar Articles with Keyword 'Satisfaction'

Downloads: 1

Student Project, Computer Science & Engineering, India, Volume 10 Issue 7, July 2021

Pages: 662 - 665

Optimal Inventory Allocation in Supply Chain Using Decision Optimization

S Suraj, Dr. K Badari Nath

Share this Article

Downloads: 68

Survey Paper, Computer Science & Engineering, India, Volume 9 Issue 12, December 2020

Pages: 890 - 894

A Survey on Types of Crawlers and Web Searching Algorithms

T. Yogameera, Dr. D. Shanthi

Share this Article
Top