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Meidy Lieke Karundeng
Universitas Advent Indonesia, Indonesia
Education

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PENGARUH DIGITALISASI LAYANAN AKADEMIK TERHADAP MANAJEMEN MUTU LAYANAN: PERAN MEDIASI KEPUASAN MAHASISWA Meidy Lieke Karundeng; Francis Hutabarat
Jurnal Manajemen Pendidikan Vol. 11 No. 5 (2026): Regular Issue (In Progress)
Publisher : STKIP Pesisir Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34125/jmp.v11i5.3834

Abstract

Objective: This study aims to analyze the effect of academic service digitalization on service quality management in higher education, with student satisfaction as a mediating variable. Methods: This study employed a quantitative approach with an explanatory design. Data were collected through an online five-point Likert-scale questionnaire from 186 active students of Universitas Advent Indonesia selected by purposive sampling and analyzed using PLS-SEM. Results: Academic service digitalization has a positive and significant effect on student satisfaction (β = 0.684; p < 0.001), and student satisfaction has a positive and significant effect on service quality management (β = 0.790; p < 0.001). In contrast, the direct effect of academic service digitalization on service quality management is not significant (β = 0.064; p = 0.460). The mediation test shows that student satisfaction fully mediates this relationship (β = 0.540; p < 0.001). The R-square value of 0.697 indicates strong explanatory power for service quality management. Novelty: This study integrates academic service digitalization, student satisfaction, and service quality management into a single structural model and demonstrates that digitalization improves service quality only when it increases student satisfaction.
Co-Authors Francis Hutabarat