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All Journal Jurnal CoreIT Jurnal Manajemen Informatika dan Sistem Informasi Journal of Informatics Management and Information Technology Jurnal Ilmiah Teknik Mesin, Elektro dan Komputer (JURITEK) Jurnal Ilmiah Sistem Informasi dan Ilmu Komputer Teknik: Jurnal Teknik Mesin, Elektro dan Ilmu Komputer Jurnal Teknik Mesin, Industri, Elektro dan Informatika ETIK (Jurnal Elektronika Terapan dan Ilmu Komputer) Jurnal Penelitian Sistem Informasi Jurnal Kabar Masyarakat Jurnal Pengabdian Bersama Masyarakat Indonesia Modem : Jurnal Informatika dan Sains Teknologi Merkurius: Jurnal Riset Sistem Informasi dan Teknik Informatika Bumi: Jurnal Hasil Kegiatan Sosialisasi Pengabdian Kepada Masyarakat Masyarakat Mandiri: Jurnal Pengabdian Dan Pembangunan Lokal Ignite: Journal Islamic Global Network for Information Technology and Entrepreneurship
Sofiansyah Fadli
Unknown Affiliation
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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Journal : Merkurius: Jurnal Riset Sistem Informasi dan Teknik Informatika

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Analisis Kepuasan Pengguna Jaringan WiFi di Badan Pusat Statistika Lombok Tengah dengan Metode Servqual Rial Husne; Sofiansyah Fadli
Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika Vol. 3 No. 4 (2025): Juli : Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika
Publisher : Asosiasi Riset Teknik Elektro dan Informatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/merkurius.v3i4.931

Abstract

Reliable internet connectivity is a crucial element in supporting work effectiveness at the Central Bureau of Statistics (BPS) in Central Lombok. However, users of the internal WiFi network have reported various issues, including inconsistent speed and weak signal stability. This study aims to analyze user satisfaction with the WiFi network services using the Servqual method, which assesses service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A quantitative approach was employed by distributing questionnaires to employees and staff who utilize the network. Data analysis was conducted by measuring the gap between users’ expectations and their perceptions of the service quality. The results show that most dimensions experienced a negative gap, particularly responsiveness (-0.47) and tangibles (-0.40), indicating inadequate response speed and suboptimal infrastructure conditions. Conversely, assurance (+0.40) and empathy (+0.27) showed positive gaps, reflecting users’ trust in the competence of IT staff and their perceived attentiveness. These findings highlight the need for technical evaluations, infrastructure improvements, and capacity building of human resources through regular training. This research contributes to the understanding of information technology service quality in the public sector and provides a foundation for strategic decision-making to enhance digital services. Moreover, the study encourages further research using mixed methods to gain a more comprehensive understanding of user satisfaction with WiFi services in government institutions.
Co-Authors Aenul Hayat Anti Susilawati Apriana Irawati Baiq Rianis Dodi Siregar Edi Haryanto Erlin Windia Ambarsari Hairul Fahmi Heru Karuniawan Khairul Imtihan Lalu Bintang Aryandhana Lalu Mutawalli Laurent Nababan Maulana Ashari Mohammad Fauzi Zulkarnain Muhamad Aditya Ananda Muhamad Amiza Surya Muhammad Masjun Efendi Ni Wayan Suwiti Pirmansyah Pirmansyah Putri Nirmalsari Qaramathul Puspita Ningrum Rial Husne Rika Nurhaliza Riska Indah Cahyanti Rizal Ependi Roswita Daeli Saeful Hamdi Saikin Saikin saikin Setiawansyah Setiawansyah sunardi sunardi Tedi Irawan Wafiah Murniati Wire Bagye Yeni Rahmayati