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All Journal JURNAL MEDIA INFORMATIKA BUDIDARMA JTAM (Jurnal Teori dan Aplikasi Matematika) SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan INTECOMS: Journal of Information Technology and Computer Science Journal of Education and Instruction (JOEAI) JSiI (Jurnal Sistem Informasi) JURNAL PENDIDIKAN TAMBUSAI JOURNAL OF SCIENCE AND SOCIAL RESEARCH JURNAL TEKNOLOGI DAN ILMU KOMPUTER PRIMA (JUTIKOMP) JISICOM (Journal of Information System, Infomatics and Computing) Journal of Information System, Applied, Management, Accounting and Research JURNAL TEKNOLOGI INFORMASI Jurnal Ekonomi Manajemen Jurnal Pendidikan dan Konseling Jurnal Informatika dan Rekayasa Perangkat Lunak Jurnal Sains dan Teknologi Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) SENADA : Semangat Nasional Dalam MengabdI Jurnal Indonesia : Manajemen Informatika dan Komunikasi Jurnal Sosial dan Teknologi International Journal Software Engineering and Computer Science (IJSECS) KERNEL: Jurnal Riset Inovasi Bidang Informatika dan Pendidikan Informatika Jurnal Tren Bisnis Global Malcom: Indonesian Journal of Machine Learning and Computer Science Publikasi Pengabdian Masyarakat Komputer dan Teknologi (PUNDIMASKOT) Journal of Artificial Intelligence and Digital Business CKI On Spot Kohesi: Jurnal Sains dan Teknologi SENADA : Semangat Nasional Dalam Mengabdi Jurnal Indonesia : Manajemen Informatika dan Komunikasi Repeater: Publikasi Teknik Informatika dan Jaringan
Arinal, Veri
STIKOM Cipta Karya Informatika Jakarta, Indonesia
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Analisis Kepuasan Mahasiswa ST Ilmu Komputer Cipta Karya Informatika Pada Kualitas Layanan Akademik Dengan Metode Servqual Rodhiyah, Rodhiyah; Veriarinal, Veriarinal
Jurnal Ekonomi Manajemen Vol 11, No 2 (2025): November 2025
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Siliwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37058/jem.v11i2.17378

Abstract

This study aims to analyze student satisfaction with the quality of academic services at ST Ilmu Komputer Cipta Karya Informatika using the SERVQUAL approach. The method measures the gap between students’ expectations and perceptions across five service dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected via questionnaires distributed to 149 students and analyzed by comparing perception and expectation scores. The results show that all service dimensions had quality ratios below 1, indicating that service delivery does not fully meet student expectations. Empathy received the highest scores of 0.93, while reliability recorded the lowest scores of 0.87. These findings highlight the need for service improvement, particularly in the areas of reliability and timely response to student needs. Recommendations include enhancing academic information systems, ensuring consistency in academic services, and improving staff professionalism.Keywords: Student Satisfaction, Service Quality, Higher Education
Co-Authors Adella Fitriany Cahyana Adityo Purwo Nugroho Agus Tanti Rahayu Ahluna, Faza Ahmad Tarwanto Akbar, Yuma Akbarulloh, Feri Ali Akbar Ali Akbar Andriyana Fajar Angel, Gadies Anggi Ramadhan Anisa Puji Ikawati Anita Rosiana Arribatullah, Arribatullah Artha Patricia Atik Budi Paryanti Azizi, Doni Betty Yel, Mesra Bobby Arvian James Buulolo, Rupawan Calvin Bill Christian Gunawan Dadang Iskandar Mulyana` Dadang Iskandar, Dadang Dava Septya Arroufu Dede Sarikah Dhita Aidilla Dicky Saputra Dirgantoro, Bagus Dita Safira Dita Yuliana Dita Yuliana Doni Azizi Edi Nurhadi Edwin Sentosa Fajar, Andriyana Fa’aso Lase Febri Yoga Harjanto Fikryadi, Fikryadi Fiktor Kurnia Fiky Alan Nuari Fileni Zalukhu Ilham Wahyudi Indah Rosmalina Josua Pangaribuan Kurniawan Irfan Nauval M. Rohyan Zidan M.Rafli Fadillah M.Taufik Maulida, Aulia Melani, Melani Afsari Melli Puspita S Miftahul Ulum Miftahul Ulum Muhammad Nurur Raudhan Mulya, Citra Pricylia Ananda Nauval, Kurniawan Irfan Nayoan, Vallen Ezra Piter Niarti Agustiani Nova Esterina Silitonga Novi Septiani Nuary Inaldi Simarmata Nur Arif Khairudin Nurul Khoiriyah Nurwijayanti Paryanti, Atik Budi Patricia, Artha Prabowo, Renno Sandi Prabowo, Reno Sandi Prakoso Angga I Purnomo, Bening Sari Puspita, Melli Putra, Adaffi Aditya Putra, Adhy Hantar Putri Nugraheni Utami Putri, Seftiana Eka Radikto Rahayu, Agus Tanti Ramadhan, M. Anggi Reza Setiawan Reza Wanandi Riko Afriandika Rindy Julianda Rizky Adawiyah Rodhiyah Rodhiyah Romadan, Diva Putra Ronny Budi Santoso Royadi, Refi Nabillah Rusmarhadi, Irma Ryantina, Dessyanti Safira, Dita Saidah, Andi Sarimole, Francis Matheus Sarimole, Frencis Matheos Septiyana Bila Setya Putra Adenugraha Shabrina Sukma Wardana Shakila Shila Wati Shindy Apriyani Simarmata, Nuary Inaldi Siti Nurhaliza Siti Raysyah Stepanus Stepanus Sugiyono Sugiyono Sugiyono Sugiyono Sutisna Sutisna Sutisna Sutisna Tundo, Tundo Wandi Sanip Yaqien, Akmal Yuliya Putri P Yunita T Lubis